Frequently asked questions
If your problem can't be solved here, Contact us.
Shipping
How long is the processing time?
All orders may take 5-7 business days to process. Please remember that processing time does not include shipping time.
How long is the shipping time?
Domestic orders (Portugal) usually arrive in 2-5 business days*. International orders may take up to 20 days*.
We are not responsible for any delays that may happen, as soon as it's shipped it's not our responsibility.
*Once it's shipped. This timeline doesn't account for processing time.
How can I track my order?
You will receive a shipping confirmation email once your order has shipped, it contains the tracking number. Please remember it may take 24h to activate. This only applies if you chose tracked shipping.
I don’t see the confirmation / tracking email, where is it?
Make sure all promotional, junk and spam folders have been searched, the same if you have multiple emails. You can mark the email address as safe so it’s easier next time.
My order hasn’t arrived
Please look at shipping times. If the package is delivered but did not arrive please contact your post office with the tracking number.
Will I need to pay any taxes / duties or customs?
All taxes, duties and/or customs are of responsibility of the buyer. Olivia cannot control these fees as they will depend on the items and countries shipped.
Other
Do you sell in other stores / markets?
All Olivia Kilmory art, can only be found at oliviakilmory.com or faire under the exact same name. All originals and art prints come with a signature. PLEASE BE AWARE OF SCAMMERS.
Return / Exchange & Cancelation Policy
European countries have a 14-day period to request a return, at their own cost. We do not accept any returns or exchanges to any other country. All sales are final, art prints are made to order. Cancellations can be done until the purchase is processed. See the full policy here.
My order is incorrect
Anything incorrect with your order email us at oliviakilmory@gmail.com, with the order number, pictures of the order and name of the missing item/s.
I received a damaged package
We're not liable for any lost or damaged packages during shipping. Please take pictures and videos, contact and file a claim with the shipping provider.