FAQ
Orders
How long does it take for my order to be processed & shipped?
All orders are processed in the UK and depending on the time of order, may take 1-3 business days to process. Please note, no orders will be processed or shipped on UK bank holidays or weekends.
Which payment methods do you accept?
We accept Visa, MasterCard, and American Express.
Can I track my order?
Once your package has been shipped from the UK, you can track it on the Royal Mail website using the tracking number you'll receive via email.
Where is my order?
You will receive a confirmation email from orders@olliebearman.store if your order was successfully placed.
Additional emails will be sent to you regarding when your order is shipped or there's an update to your order.
Please contact us if you haven't received an order confirmation within 3 hours of placing an order at support@olliebearman.store. We recommend checking your spam folder first.
Can I change or cancel my order?
If you need to change after placing your order, please contact us as soon as possible at support@olliebearman.store. We will always do our best to help, but there is no guarantee that orders can be amended in time.
Gift Cards & Store Credit
Please note that gift cards and credit credit notes are valid for 12 months from the date of issue.
An email containing the gift card is sent to the recipient within 24 hours of being placed. We cannot delay sending a gift card, so if you wish to delay it to a specific date, we recommend sending it to your own email and forwarding from there.
Delivery
Which countries do you ship to?
United Kingdom & Northern Ireland.
Europe - Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Lithuana, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland
International - Argentina, Australia, Bahrain, Brazil, Canada, China, Hong Kong SAR, India, Indonesia, Japan, Malaysia, Mexico, New Zealand, Philippines, Qatar, Singapore, South Africa, South Korea, Thailand, UAE, US
Where do you deliver from?
All of our orders ship from the UK.
How long should delivery take?
All of our orders are dispatched from the UK, delivery arrival time will vary based on your delivery address.
Approximate timings after your order has processed...
UK: 2-3 Business Days
European: 1-2 Weeks
Rest Of The World: 1-3 Weeks
Which couriers do you use?
We use Royal Mail for our deliveries. Sometimes we'll use other couriers if required.
Do I need to pay customs duties?
All orders shipping to countries within the United Kingdom will have taxes and duties paid at checkout. This means that the price you see for the item(s) in your cart is the final price you'll pay.
Europe:
Orders being sent to countries within the EU will be shipped on a DDU (delivery duty unpaid) basis. Orders may be subject to local customs duties and taxes, which may add an additional cost to the price you have paid for your order. All customs charges are to be paid by the customer on receipt. You should receive the customs invoice via post or email from the courier. If refused, OBR Management Ltd has the right to deduct shipping costs from the original refund amount.
All orders need to pass local customs inspection - we are unable to provide an estimate for how long this process will take and have no way to reduce that amount of time. If after 30 consecutive days your package still has yet to arrive, please call your local post office.
If not, email us with your order number to check the status at support@olliebearman.store
Rest of World: International orders may be subject to customs duties and taxes, which are calculated by your local customs authorities. These fees must be paid for by the customer upon delivery, and if refused, OBR Management Ltd has the right to deduct shipping costs from the original refund amount.
Returns
Can I return my order?
If there is a problem with your order, or if it's not what you were expecting, please email us within 14 days of the delivery date at support@olliebearman.store and we will be happy to help you. Please provide your order number, detail the item you wish to return and the reason for return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first
requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your
original payment method within 10 business days. We will refund the full order amount minus the shipping costs. Please remember it can take some time for your bank or credit card company to process and post the
refund too.
My product arrived damaged or faulty, what can I do?
Please inspect your order upon reception and contact us immediately at support@olliebearman.store if
the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Can I exchange an item?
Please email our team at support@olliebearman.store for help. We do not hold stock for exchanges so there's no guarantee that we will be able to, but our team will help as best we can. Please double check your order before ordering to ensure the size and options are correct. Pre-orders can not be exchanged.
Do I need to pay for shipping when returning an order?
In most cases, you will be responsible for the shipping cost & fees associated when returning a product. However we may provide free return shipping under certain circumstances.
Please email our team at support@olliebearman.store for help.
Pre-Orders
What happens to my money while I wait for my pre-order?
Your payment method will not be charged until we're ready to ship your product.
Payment information is processed securely by Stripe or PayPal. No card details are transferred to or held by OBR Management Ltd or Purple Dot. All transactions take place via connections secured with the latest industry-standard security
protocols.
How do I make a pre-order?
Pre-orders are just like normal orders, you will go through the normal checkout process and provide your email, shipping address and card details. You will then receive a pre-order confirmation email, and your payment method will be charged upon shipping of the product.
Can I change or cancel my pre-order?
Yes, upon placing your order you will receive a confirmation email, which will include instructions on changing or cancelling your pre-order via the Purple Dot Shopper Portal. Please note that once your order has been processed and our team starts preparing your order for dispatch, you may no longer be able to change or cancel your order.
My pre-order isn't showing in my order history?
Pre-orders will only show in your order history once we have begun processing your order for dispatch.
What's Purple Dot?
Purple Dot's a system that makes our pre-orders possible. As well as providing the technology to make pre-orders possible, they also provide you with updates and a self-serve portal to amend your pre-order.
Contact
How can I contact your customer support?
You can contact our team via support@olliebearman.store. We're a very small team so please bear with us, we aim to reply to all questions within 48 hours.