FAQ's

HOW CAN I CONTACT YOU?

 

Monday-Friday 10:0am-6:00pm GMT (excluding UK Bank holidays)

Email: info@oliviarubinlondon.com

Phone: 0208 065 5425

CAN I PLACE AN ORDER OVER THE PHONE?

 

No. Unfortunately we cannot take payment over the phone.

WHAT PAYMENT METHODS DO OLIVIA RUBIN ACCEPT?

 

We accept all major Visa Credit and Debit cards such as Mastercard, American Express, Visa Delta, Maestro, Solo, Visa Electron and Discover. We also offer payment by PayPal and the option to Pay later in 3 via Klarna.

WHAT DELIVERY OPTIONS DO YOU OFFER?

 

UK Standard Delivery: £5.00 – 3-5 working days. Delivered via DPD

Northern Ireland, Channel Islands and European orders: 5-10 working days. Delivered via Global-e

Rest of world: 7-14 working days. Delivered via Global-e

Orders to all countries outside of the UK, including Northern Ireland and the Channel Islands, are fulfilled by Global-e, our international delivery partner. At checkout, all products and shipping prices will be shown in your local currency.

Global-e offers Express Tracked and Standard Tracked shipping options. Express orders will be sent via DHL, whilst Standard Tracked orders will be sent using the best option available in each country.

Please note that working days do not include weekends or Bank Holidays.

Occasionally, during sale, deliveries may take longer.

Olivia Rubin cannot take responsibility for custom delays.

Unfortunately, we are unable to offer delivery to Russia.

HOW DO YOU SHIP MY PARCEL IF I LIVE OUTSIDE OF THE UK?

 

Orders to all countries outside of the UK, including Northern Ireland and the Channel Islands, are fulfilled by Global-e, our international delivery partner.

Global-e offers Express Tracked and Standard Tracked shipping options. Express orders will be sent via DHL, whilst Standard Tracked orders will be sent using the best option available in each country. In both cases you will receive a tracking number once your order is dispatched. The tracking link provided will not be updated continuously, so please allow up to 5 working days between each status update.

Your parcel may require a signature so please ensure that delivery can be accepted at the chosen delivery address.

HOW CAN I TRACK MY ORDER?

 

UK – Please visit www.dpd.co.uk/service/ using your unique tracking reference.

Northern Ireland and Channel Islands – Please use the tracking information provided once your order is dispatched.

Rest of World – Please use the tracking information provided once your order is dispatched.

DO ANY TAX & DUTIES CHARGES APPLY?

 

We include the cost of Duties & Taxes in US orders, so you won’t have to pay any additional fees on receipt of your item(s).

International deliveries to destinations outside of the UK may be subject to additional duties and taxes.

Please note that shipping rates shown at checkout do not always include any customs charges or import duties levied when the package reaches your destination country. For certain shipping destinations you will be offered the option to pre-pay duties and taxes at checkout; shipping methods that support pre-payment will be clearly identified during checkout.

Any added duties and taxes upon delivery must be settled by the recipient. Please ensure that any duties and taxes applicable to your shipping destination are paid on time to avoid your order being held at customs.

For more information please contact your local customs and duties office.

WILL THERE BE CHANGES TO MY ORDER AS A RESULT OF BREXIT?

 

Orders to all countries outside of the UK are fulfilled by Global-e, our international delivery partner. At checkout, all products and shipping prices will be shown in your local currency, and the purchase is subject to Global-e’s Terms & Conditions and Privacy Policy.

We aim to deliver European orders within 5-10 working days and rest of world orders within 7-14 working days.

Shipping costs are calculated based on delivery country, selected shipping method, number of items and total parcel weight. Product prices may also vary based on your location to reflect local market pricing, taxes and exchange rates.

Please note that shipping rates shown at checkout do not include any customs charges or import duties levied when the package reaches your destination country. For certain shipping destinations you will be offered the option to pre-pay duties and taxes at checkout; shipping methods that support pre-payment will be clearly identified during checkout.

Any added duties and taxes upon delivery must be settled by the recipient to avoid your order being held at customs.

For more information please contact your local customs and duties office.

I CANNOT FIND MY DELIVERY COUNTRY IN THE DROP-DOWN BOX AT CHECKOUT, WHAT SHOULD I DO?

 

To choose the correct shipping and currency on our site, select the currency symbol box at the top right-hand side of our homepage. Locate and select the correct destination from the drop-down menu.

If your country is not listed it is likely we are not currently able to offer delivery to that destination. Unfortunately, we are unable to offer delivery to Russia.

 

CAN I CANCEL MY ORDER?

 

If you would like to cancel your order please inform us within the hour of your order being placed. This prevents the order from being shipped and leaving our warehouse.

You have a legal right to cancel a contract within 14 days of receiving your order without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

You must notify us, by email studio@oliviarubinlondon.com, of your decision to cancel the Contract and, provided you return the Product to us within 14 days, receive a refund.

Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office. However, this cancellation right does not apply in the case of any Products made to your specification or clearly personalised.

If you cancel a Contract you must return the Products to us within 14 days after the day you cancel and you will be responsible for the costs of returning the Products.

I FORGOT TO APPLY MY PROMOTIONAL COUPON CODE, WHAT SHOULD I DO?

 

Our one-time-use promotional codes can only be applied when placing your order and not afterwards. However, if not used first time round you are more than welcome to use it on your next purchase.

MY PROMOTIONAL COUPON CODE DIDN’T APPLY, WHAT SHOULD I DO?

 

The coupon code may have expired or the coupon is not applicable to the selected products in your basket, but you can always contact us to double check on studio@oliviarubinlondon.com

I HAVEN'T RECEIVED MY 10% EMAIL SIGN-UP PROMOTIONAL CODE?

 

Once you have confirmed your details, you will receive a follow-up email containing your discount code. This may take up to 24 hours to appear. Be sure to check all junk and spam email boxes.

I HAVE RECENTLY PURCHASED AN ITEM AND HAVE SEEN THAT IT HAS SINCE BEEN REDUCED IN PRICE, WHAT SHOULD I DO?

 

Unfortunately, we will not be able to refund you the difference. Please feel free to return your items and place a new order.

I THINK MY ITEM IS FAULTY, WHAT SHOULD I DO?

 

For all faulty enquiries please contact customer care at studio@oliviarubinlondon.com with a brief explanation of the fault and if possible, some photographs. Someone in our Customer Care team will contact you back with the best way to proceed.

HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU?

 

Olivia Rubin takes your data protection very seriously and therefore we have ensured that we are PCI compliant (Payment Card Industry Data Security Standard). All orders are processed through a secure checkout system provided by your choice of Stripe or PayPal.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

 

Please be assured that all the information you share with us is private and confidential. At no point will we share or sell your personal information without your consent.

Please click on our Privacy Notice for full details.

DO YOU OFFER EXCHANGES?

 

We hope that you love your garment but in the event that it is no quite right and you would like to exchange it for a different size or style, we offer an exchange policy for Products returned to us in their original condition with all labels still attached. If you have had any custom alterations or bespoke personalisation the Products cannot be returned for refund or exchange.

To return an item for exchange please notify us in writing by email of your intention to return the item for exchange and what you would like to exchange it for within 14 days of receipt of Products. Please email studio@oliviarubinlondon.com.

Please send the Products back to us within 14 days so that we can process your exchange. Please note that the return postage costs are at your expense unless the Products are faulty.

For international orders you must write on top of the box and all necessary documentation that the Products are for a return exchange purchase, otherwise you may be liable for Import Duty.

It is your responsibility to select a reliable carrier to return the Products to us with a trackable service. The Products are your responsibility until they reach our premises. We are unable to offer refunds for international postage.

WHAT IS YOUR RETURNS POLICY?

 

All items must be returned in an their original unworn and unwashed condition, complete (i.e. with any accessories or other parts that you receive with the products) in a re-sellable condition and, where possible, with all original packaging and tag still attached within 28 days of receipt for a refund.

You may of course inspect the products that you purchase from us. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take responsible care of our products. Accordingly, please do not damage the products whilst you inspect them and please store and handle all products with care and in a manner that is appropriate for the type of product.

If you have any custom alterations the products cannot be returned.

Please note if you have been charged UK standard shipping at £5.00 this will not be refunded.

Please click on our Delivery & Returns page for full details.

WHAT IS YOUR RETURN POLICY DURING SALE?

All sale items must be returned in an their original unworn and unwashed condition, complete (i.e. with any accessories or other parts that you receive with the products) in a re-sellable condition and, where possible, with all original packaging and tag still attached within 28 days of receipt for a refund.

You may of course inspect the products that you purchase from us. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take responsible care of our products. Accordingly, please do not damage the products whilst you inspect them and please store and handle all products with care and in a manner that is appropriate for the type of product.

Please click on our Delivery & Returns page for full details.

HOW DO I RETURN A UK ORDER?

 

A return label for UK returns only will be included with your order when you receive it. Contact us to request a new label if you don’t already have one.

Please include your completed returns form quoting your order number, name and reason for return. Drop off your parcel at a nearby DHL Service point, which you can find here. Alternatively, you can call DHL at this number 08442480844 and schedule a pick up at a time that is most convenient for you.

The return of item(s) will be at your own cost and will be deducted from your refund.

Return Service charge:

UK: £7

Please note you can return the parcel via your own method of return such as post or an alternative courier but It is your responsibility to select a reliable carrier to return the Products to us with a trackable service.

UK Returns Address

OLIVIA RUBIN C/O THE BRAND HANGAR

12 SAXON PARK

HOLDOM AVENUE

DENBIGH EAST

MILTON KEYNES

MK1 1QU

HOW DO I RETURN AN INTERNATIONAL ORDER?

 

For all International returns, unless an item is damaged or faulty, the customer is required to arrange and pay for the return of the product(s) to us.

Email studio@oliviarubinlondon.com to request a return. After submitting your request you will receive an email from studio@oliviarubinlondon.com to approve your return.

Once your return is approved please follow the instructions at this link.

Add your order number and email address, before choosing from two options for your return: a Self-Paid Return or a Prepaid Courier. Note that the cost of the Prepaid Courier will be deducted from the total value of your refund.

Fill out the returns form (sent with your item), marking which items you are returning and include inside your parcel.

Place the items you would like to return in the original packaging, including all Olivia Rubin labels. Attach your return label to the outside of the box. Exchanges will be shipped, and refunds processed as soon as possible once your original item has been received by our warehouse.

HOW LONG DOES IT TAKE FOR MY REFUND TO BE PROCESSED?

 

Once your return has been received, please allow us 5-10 working days to process your refund. During sales or busy periods, it can take longer.

WHAT IS KLARNA AND HOW DOES IT WORK?

 

We offer Klarna’s Pay later in 3 option at the online checkout which will allow you to spread the cost of your purchase over 3 equal payments.

Please visit our Klarna page for full details

HOW DOES PRE ORDER WORK?

 

Pre order means you have ordered before the product is ready to be dispatched. Pre order is open for a specified amount of time which allows you to order in all sizes available and helps us to reduce waste. 

You can pre order new season items and make payment in advance. When you pre order an item, payment will be taken and your order will be held until we have received the stock.

In the product page of pre order items you will find information regarding expected shipping dates.

If your order includes both in-stock and pre order items, or you purchase more than one pre order item with different expected shipping dates, items will only be dispatched once all items have arrived at the warehouse, and you will incur a single shipping charge.

When your order is dispatched, you will receive a shipping confirmation email as per usual so that you may track the delivery.

Please be aware if you cancel your pre order item prior to receiving it you will be liable to a 30% deposit charge that will be subtracted from the total refunded to you.

CAN I CANCEL MY PRE ORDER ITEMS?

 

Please be aware if you cancel your pre order item prior to receiving it you will be liable to a 30% deposit charge that will be subtracted from the total refunded to you.

Pre order items are subject to our standard returns policy. Please click on our Delivery & Returns page for full details.

WHERE ARE YOU STOCKED IN MY LOCATION?

 

Please click on our Stockists page to find your nearest Olivia Rubin stockist.

WHERE DO I FIND YOUR SIZE GUIDE?

 

Our size and fit team measure all items individually to help you find the perfect fit. Each garment has a length, chest and waist measurement on the product page. All sizes are UK sizes.

Please click on our Size Guide page to find your size by country.

If you have any other questions please contact customer service at studio@oliviarubinlondon.com

WHAT ARE THE OLIVIA RUBIN GIFT VOUCER TERMS AND CONDITIONS?

 

Gift Vouchers can only be purchased and used to purchase products from the website if you are in the UK. The gift voucher is currently not available to redeem in any other country served via the website. The gift card cannot be used in store via any our pop-up’s or concessions.

The gift voucher does not require any activation and you can start using it as soon as you receive it.

You can only use one gift voucher per purchase. After you have used the gift voucher the redeemed amount will appear in your order confirmation email.

You have 28 working days from the day of the purchase to return purchases made with a gift card. If purchasing sale items the return period is 14 days. Any refund will be made to your original method of purchase.

CAN A GIFT VOUCER BE EXCHANGED FOR CASH OR CREDIT?

Unfortunately, gift vouchers can only be used as payment or part payment on our website if you live in the UK and cannot be exchanged for cash or credit. You cannot transfer the balance on a gift card to another gift card.

Unfortunately, the balance on the gift card shall not at any time be refunded, or exchanged for cash unless you have exercised your statutory right to cancel an order.

You can use the gift card as many times and for as many purchases as you like until the total balance of the gift card has been used up.

Gift vouchers not used within 12 months after purchase will expire and the balance be forfeited.

If you have any other questions regarding the gift cards or these Gift Voucher Terms please contact customer service at studio@oliviarubinlondon.com