SHIPMENT & RETURNS
1. Shipment
Packages are generally dispatched within 2 days after receipt of payment and are shipped via SEUR, UPS or NACEX with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
Update COVID-19:
In order to make your shopping experience as worry-free as possible, we want to share some updates with you:
- Delivery time may be affected by the current situation. We follow the recommendations of local authorities to ensure the safety and well-being of our employees and customers.
- We remain available through our Customer Service. If you have any questions please contact us at: info@oliandcarol.com.
- Orders are delivered through our transport agency to the address indicated at the time of order. Orders will not be delivered to post office boxes.
2. Returns
Oli&Carol will only refund the faulty products (broken products or products with hole) which were broken before using them. You must apply the return within the following 10 days from the purchase date. All of the return costs will run in charge of Oli&Carol and, in case the customers do this by its own ways, he won’t be able to reclaim the return import.
Contact with our customer service department and they will be in charge of picking the product in the indicated address. The customer service hours are Monday to Friday from 8:30am to 5:30pm: info@oliandcarol.com
The product must be returned in the same conditions and packaging in which it was received in. In the case that you don’t have the original packaging, you should find one with the same dimensions.
Oli&Carol will not refund the amount of used products.
Once received the product by the client, Oli&Carol will not refund the amount of the items that the client doesn't like anymore.
The products already used and the ones which didn’t follow the ”Washing and Care Instructions” will not be refunded. Washing and Care instructions:
- To clean, simply wipe your toy with soapy water and a damp cloth. Afetr each use, please make sure the toy is dry and it is placed in a dry place.
- If left on the side of a bath or on tile that may be slightly wet or moist, the toys will start to mold (like any natural/organic products). Air drying between use, is recommended.
- Do not leave the toy in direct contact with sunlight or any artificial light for long periods of time, as the color may fade away.
- Remove packaging and all tags before giving the toy to your child.
- Our toys are 100% natural, so small imperfections or inconsistencies are normal.
- Do not sterilize.
When the returned product is received in our warehouse, we will verify that it is in correct conditions. Then, we will credit you the import payed for the product within 10 days.
To obtain more information or any clarification in relation to our return and exchanges policy, you can contact with our Custumer Support department through the email previously indicated.