# Olivela Inc > Olivela Inc knowledge base – help articles and documentation. ## Returns & Exchanges - [What is your return policy?](https://help.olivela.com/en_us/what-is-your-return-policy-rJSbzqvBR.md): We offer free returns on items not marked final sale Returns must be shipped back within 30 days of the items ship date Once we have received and processed y - [Can I return a pre-order?](https://help.olivela.com/en_us/can-i-return-a-pre-order-BkQPfcwBA.md): Yes if the preorder item is not marked as final sale Preorders follow our standard returns policy - [How can I return an online purchase?](https://help.olivela.com/en_us/how-can-i-return-an-online-purchase-rkmtGqDr0.md): Please select Exchanges Returns from the bottom of the homepage You will be asked to enter your order number to select the item you wish to return and you - [Can I make an exchange?](https://help.olivela.com/en_us/can-i-make-an-exchange-Hyy3M9wSR.md): Yes many items can be exchanged for an alternate size To initiate please select Exchanges Returns from the bottom of the homepage You will be asked to e - [How long does it take to process a return?](https://help.olivela.com/en_us/how-long-does-it-take-to-process-a-return-Byh6GqPrA.md): Please allow up to 14 days for processing after we receive your return - [How can I return an in-store purchase?](https://help.olivela.com/en_us/how-can-i-return-an-in-store-purchase-ryPJXqwrC.md): Items purchased in store may be returned to our retail store Returns with an original or email receipt will be accepted up to 30 days from the date of purchase - [Can I return an item marked Final Sale?](https://help.olivela.com/en_us/can-i-return-an-item-marked-final-sale-BJzuEMvnke.md): Items - [Alterations](https://help.olivela.com/en_us/alterations-SJdzHeXUxe.md): Olivela offers up to 50 in reimbursement for alterations on any fullprice clothing item over 500 To qualify the item must not be discounted more than 15 - [Can I exchange my Spinelli Kilcollin ring for a different size?](https://help.olivela.com/en_us/can-i-exchange-my-spinelli-kilcollin-ring-for-a-different-size-H13rF5_zl.md): Spinelli Kilcollin rings may be exchanged for a different size subject to availability To initiate a size exchange please select Exchanges Returns from t ## Shipping - [What shipping methods do you offer?](https://help.olivela.com/en_us/what-shipping-methods-do-you-offer-rkcZ7cDBR.md): We offer free standard ground shipping within the United States on all orders Select items can be upgraded to express shipping for a fee - [Are expedited shipping options available?](https://help.olivela.com/en_us/are-expedited-shipping-options-available-ryQXXqDrA.md): Select items can be upgraded to Next Day shipping for a fee You can review each items estimated delivery date at checkout - [Can you ship one of my items to a different address?](https://help.olivela.com/en_us/can-you-ship-one-of-my-items-to-a-different-address-HyjVX9wBC.md): Each order can only be shipped to one address - [Will all my items be shipped together?](https://help.olivela.com/en_us/will-all-my-items-be-shipped-together-ryS8m9DSC.md): To ensure your order ships to you as quickly as possible some orders may be sent in multiple shipments In those cases you will receive a separate shipping co ## Orders - [How can I track my order?](https://help.olivela.com/en_us/how-can-i-track-my-order-H1Jd7cwB0.md): As soon as your package is on its way you will receive a shipping confirmation email with tracking information To view your order status and to track your pac - [How does pre-order work?](https://help.olivela.com/en_us/how-does-pre-order-work-BkTtQqvrR.md): When placing a preorder the full amount is required at the time of purchaseThe estimated delivery window for preorders is located on the product page and - [How long will it take to receive my pre-order?](https://help.olivela.com/en_us/how-long-will-it-take-to-receive-my-pre-order-SJEo79vS0.md): The estimated delivery window for preorder pieces is located on the product page and in your order confirmation email This window is provided by the designer - [When will my order arrive?](https://help.olivela.com/en_us/when-will-my-order-arrive-r1inmcvS0.md): Shipping times may vary per item You can review each items estimated delivery date at checkout Some items are custom made to order and will experience an ext - [Do you charge sales tax?](https://help.olivela.com/en_us/do-you-charge-sales-tax-H1OR75wrA.md): In accordance with tax law sales tax is collected on orders shipping to Arizona Arkansas California Colorado Connecticut District of Columbia Florida Ge - [Can I change or cancel my order once it has been placed?](https://help.olivela.com/en_us/can-i-change-or-cancel-my-order-once-it-has-been-placed-B16lVqwSA.md): Once an order has been placed it cannot be modified If you need to cancel your order or preorder please contact Customer Care at helpolivelacom or 8554 - [What happens if I experience a brand initiated cancellation?](https://help.olivela.com/en_us/what-happens-if-i-experience-a-brand-initiated-cancellation-ryQfEcwBR.md): On occasion designers have to cancel orders due to production reasons If your orderitems have been cancelled you will be notified immediately and refunded - [Do you offer gift receipts or gift wrapping?](https://help.olivela.com/en_us/do-you-offer-gift-receipts-or-gift-wrapping-HySE9PHR.md): We do not offer gift receipts or gift wrapping at this time ## Products - [Do you price match?](https://help.olivela.com/en_us/do-you-price-match-rkQvNqvHA.md): Yes If you find an item that we offer listed on a designated US competitors website that is available and instock for purchase we will match their listed - [Will an item that is sold out come back in stock?](https://help.olivela.com/en_us/will-an-item-that-is-sold-out-come-back-in-stock-SJkYEcDSR.md): Once an item has sold out it may not be restocked Please note that many items are available for only a short period of time Please contact Personal Shopping - [Are items authentic?](https://help.olivela.com/en_us/are-items-authentic-SJMjN5PBC.md): All items on Olivela are received directly from the designer or manufacturer and are guaranteed authentic ## Custom Engraving - [Which jewelry items are eligible for engraving?](https://help.olivela.com/en_us/which-jewelry-items-are-eligible-for-engraving-rygqgEax1l.md): Eligible items will be clearly marked on their product pages If youre unsure whether an item qualifies feel free to reach out to customer service - [What can I engrave into a piece?](https://help.olivela.com/en_us/what-can-i-engrave-into-a-piece-HJrkEpeJg.md): You can personalize with a name initials a special date or a short message Each item may have specific character limits which will be detailed on the produc - [How long does engraving take?](https://help.olivela.com/en_us/how-long-does-engraving-take-rJEfWEalke.md): Well provide an estimated delivery date on the product page check out and order confirmation - [Is engraving available for rush or expedited orders?](https://help.olivela.com/en_us/is-engraving-available-for-rush-or-expedited-orders-ryk4ZEaeJg.md): Please reach out to jewelryconciergeolivelacom for special requests - [Can I return or exchange an engraved item?](https://help.olivela.com/en_us/can-i-return-or-exchange-an-engraved-item-S1k8WV6gkx.md): Since engraved items are made to order they cannot be returned or exchanged We encourage you to doublecheck details before placing your order - [Can I choose the font or style?](https://help.olivela.com/en_us/can-i-choose-the-font-or-style-ryYDZNTe1l.md): We offer a selection of font options which will be displayed during the customization process For special font requests please reach out to jewelryconcierge ## Payment - [What payment methods do you accept?](https://help.olivela.com/en_us/what-payment-methods-do-you-accept-SyUiQkuHA.md): We accept Visa MasterCard Discover and American Express PayPal Apple Pay and Shopify Pay - [What is the option to pay in installments on Shop Pay?](https://help.olivela.com/en_us/what-is-the-option-to-pay-in-installments-on-shop-pay-HJrxV1uHR.md): When checking out with Shop Pay you now have the option to pay now or later Paying in installments on Shop Pay allows you to split your purchase amount into f - [Can I use Shop Pay Installments if I'm an international customer?](https://help.olivela.com/en_us/can-i-use-shop-pay-installments-if-i-m-an-international-customer-HJ7MEydrA.md): Shop Pay Installments is only available to customers with a United States billing address and a United States mobile phone number Customers with international - [Is there a limit to how much I can spend on a single Shop Pay Installments order?](https://help.olivela.com/en_us/is-there-a-limit-to-how-much-i-can-spend-on-a-single-shop-pay-installments-order-Bk3mEyurA.md): Yes 17500 USD is the order value limit that applies to purchases using Shop Pay Installments including discounts shipping and taxes - [Can I buy gift cards with Shop Pay Installments?](https://help.olivela.com/en_us/can-i-buy-gift-cards-with-shop-pay-installments-SkJ8Ny_rR.md): You cant purchase gift cards using Shop Pay Installments If you want to purchase gift cards along with Shop Pay Installments eligible products then you need - [Are there late fees with Shop Pay?](https://help.olivela.com/en_us/are-there-late-fees-with-shop-pay-HkZO4ydH0.md): No there are no late fees if you miss a scheduled payment - [What if I miss a Shop Pay installment payment?](https://help.olivela.com/en_us/what-if-i-miss-a-shop-pay-installment-payment-SyfqEJuBA.md): There are no late fees for customers who miss a scheduled payment However partial payments or late payments might impact your credit score or your eligibilit - [What if I make a return on a purchase made through installments with Shop Pay?](https://help.olivela.com/en_us/what-if-i-make-a-return-on-a-purchase-made-through-installments-with-shop-pay-HkoiNJuS0.md): After your refund is processed the refund amount will be applied to your original payment method within 310 business days and your balance will be updated - [Have more questions about Shop Pay?](https://help.olivela.com/en_us/have-more-questions-about-shop-pay-BJD6NkdH0.md): For questions about installment payments on Shop Pay visit httpsshoppayaffirmcom ## Promotion Terms & Conditions - [General promotional exclusions](https://help.olivela.com/en_us/general-promotional-exclusions-ByhfvJ_SR.md): Discounts and double rewards points exclude the following categories Beauty Wellness Markdowns as well as the following brands Anabela Chan Max Mara Pame - [15% off for first-time customers](https://help.olivela.com/en_us/15-off-for-first-time-customers-HJ8NvJurC.md): Use promo code WELCOME15 at checkout to receive 15 off sitewide for first time customers only Discounts exclude the following categories Beauty Wellness Ma - [September Sitewide Credits Promotion: $150 off every $600 you spend](https://help.olivela.com/en_us/september-sitewide-credits-promotion-150-off-every-600-you-spend-ByUbD3Hkl.md): Customers with credits applied receive 150 off every 500 between December 27 2024 January 7 2025 Discounts exclude the following categories Markdowns and ## Gift Cards - [How do I redeem my gift card?](https://help.olivela.com/en_us/how-do-i-redeem-my-gift-card-HysoPk_BC.md): To redeem apply it to your Olivela account at checkout Once your gift card has been added to your account you can then apply it to your purchase Any remaini - [Where can I check the balance of my gift card?](https://help.olivela.com/en_us/where-can-i-check-the-balance-of-my-gift-card-BkVav1dS0.md): Please contact Customer Care at helpolivelacom for information on your Gift Card balance - [Do gift cards expire?](https://help.olivela.com/en_us/do-gift-cards-expire-B12Avy_rC.md): Gift cards do not expire nor do they accrue any service fees - [Can I cancel or return a gift card?](https://help.olivela.com/en_us/can-i-cancel-or-return-a-gift-card-Bymgu1OBA.md): Gift cards cannot be canceled refunded or exchanged for cash - [Can I return an item purchased with a gift card?](https://help.olivela.com/en_us/can-i-return-an-item-purchased-with-a-gift-card-rJ_WO1uBC.md): Qualifying purchases made with gift cards can be returned and will be refunded as credit to your Olivela account Please see our return policy for more informat ## My Account - [Do I need to create an account to make a purchase?](https://help.olivela.com/en_us/do-i-need-to-create-an-account-to-make-a-purchase-BJVX_JuSR.md): No an Olivela account is not required - [How can I reset my password?](https://help.olivela.com/en_us/how-can-i-reset-my-password-rkh4u1uB0.md): To reset your password please click Sign in Register in the upper left of any page on our site and then click the Forgot password link ## Olivela Rewards Program - [How do I sign up for the rewards program?](https://help.olivela.com/en_us/how-do-i-sign-up-for-the-rewards-program-SkJFdJ_H0.md): Its easy Simply create an account at httpswwwolivelacomregister and enter your name email and password Its free to join and you will automatically - [What are the advantages of joining the Olivela Rewards Program?](https://help.olivela.com/en_us/what-are-the-advantages-of-joining-the-olivela-rewards-program-Hyj5_yOB0.md): Change Makers is a tiered rewards program that allows you to earn more benefits the more you engage with us Members receive rewards points for each purchase th - [Olivela Rewards Program Account](https://help.olivela.com/en_us/change-makers-account-BkindydSR.md): I already have an account Do I need to create a new one to earn rewards Its all been taken care of All customers with an active account were automatical - [Olivela Rewards Program Earning Points](https://help.olivela.com/en_us/rewards-program-earning-points-BJgltJ_H0.md): Does it cost anything to begin earning points Not a dime The program is completely free Make sure to visit wwwolivelacomrewards to get started - [Redeeming Points](https://help.olivela.com/en_us/redeeming-points-rJQmFJ_rC.md): How do I redeem my points You can choose to redeem your points in two ways You can either put them toward a donation to your chosen cause partner or for - [Is there a limit to how many points I can earn?](https://help.olivela.com/en_us/rewards-program-limitations-SyVvty_H0.md): No and thats the best part You will always have the opportunity to earn more points by shopping engaging with our site and community online and through sea - [Reward Program Returns](https://help.olivela.com/en_us/reward-program-returns-S1YKFkOrA.md): Can I return my order if I redeemed rewards points for a discount Yes If you are returning the entire order we will refund you the total dollar amount sp ## PROPOSITION 65 - [PROPOSITION 65](https://help.olivela.com/en_us/proposition-65-Bk7RV9wHR.md): Under Proposition 65 California consumers are entitled to special warnings for products containing substances known to be harmful to the body and reproductive ## Impact - [Why does Olivela feature different cause partners at different times?](https://help.olivela.com/en_us/why-does-olivela-feature-different-cause-partners-at-different-times-ryI2j5kY1x.md): While we support a variety of cause partners yearround we spotlight specific ones during critical moments You have the power to choose which cause partner wi - [How can I choose which cause partner I want to support?](https://help.olivela.com/en_us/how-can-i-choose-which-cause-partner-i-want-to-support-BkZJ35ytJl.md): When you add items to your bag you can choose from a list of cause partners and 20 of net proceeds from your purchase will go to your selection To change yo - [How often do you donate to your cause partners?](https://help.olivela.com/en_us/how-often-do-you-donate-to-your-cause-partners-Hy3gh9yKke.md): We make contributions from our sales proceeds to our cause partners every 180 days - [Is the 20% giveback associated with my purchase tax deductible?](https://help.olivela.com/en_us/is-the-20-giveback-associated-with-my-purchase-tax-deductible-rJGfh5Jtyl.md): No The donation is not tax deductible to the purchaser - [Education](https://help.olivela.com/en_us/education-SyZrxJdvgl.md): 16 Days 16 Films - [Health & Wellness](https://help.olivela.com/en_us/health-wellness-SyXbO1uvxg.md): Boston MedFlight - [Nature](https://help.olivela.com/en_us/nature-Bk_6KkdDee.md): Nantucket Community Music Center