FAQ
Frequently Asked Questions
Everything you need to know about orders, delivery, our pieces and the OLIVANCE loyalty programme.
How do I place an order?
Browse our collection, select a piece, choose your quantity and click “Add to Basket”. When you are ready, proceed to checkout and enter your delivery details. You will receive an e-mail confirmation within minutes.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal. All transactions are processed by Stripe and fully encrypted. No card details are ever stored on our servers.
Can I change or cancel my order?
Orders can be changed or cancelled within 2 hours of being placed by contacting contact@olivance-paris.fr. After that, your order will have entered our preparation process and can no longer be modified.
Do you offer gift wrapping?
Yes. Every OLIVANCE order is carefully packed. For a personal gift message, simply add your text in the “Order notes” field at checkout.
Which countries do you deliver to?
We deliver within metropolitan France and to the European Union countries offered at checkout. For any other destination, please contact us.
How long does delivery take?
Our carrier partners announce the following times: in France, 3 to 5 working days to a pickup point or to your home, and 2 to 3 working days to a priority pickup point; in the European Union, 3 to 5 working days. These times are for information only and may vary with the carriers’ operating constraints. Every parcel comes with a tracking number.
Is delivery free?
Delivery is complimentary on orders from €100 in France and from €150 within Europe. Below these amounts, a flat rate applies depending on the destination and the delivery method chosen — it is clearly shown at checkout.
Will I have to pay customs duties?
For customers outside the European Union, customs duties and import taxes may apply and are payable by the recipient. We declare the full value of every shipment.
What if my order arrives damaged?
If your order arrives damaged, we will replace or refund it. Photograph the packaging and the piece and e-mail us within 48 hours at contact@olivance-paris.fr with your order number.
What is your returns policy?
We accept returns within 14 days of delivery for standard items, provided the piece is in its original, unused condition. For any order delivered in France from €100, return costs are covered by Olivance.
Can I exchange an item?
Yes. If another piece suits you better, we will gladly arrange an exchange. Simply return the original item within 14 days and place a new order, or get in touch with us.
Can bespoke pieces be returned?
Bespoke pieces are made specifically for you and are therefore excluded from the right of withdrawal. However, should a bespoke piece arrive with a manufacturing defect, it is covered by the 2-year legal guarantee of conformity.
When will I be refunded?
Once your returned piece has been received and inspected, your refund will be issued within 14 days to your original payment method.
Are your pieces really handmade?
Yes. Every OLIVANCE piece is shaped and finished by hand by our partner artisans. Slight variations in grain, texture and proportions are inherent to craftsmanship and make each piece one of a kind.
How do I care for olive wood pieces?
Hand wash with mild soap and lukewarm water. Never soak or put in the dishwasher. Dry immediately. From time to time, feed the wood with a little extra virgin olive oil.
How do I care for alfa pieces?
Keep alfa pieces out of prolonged direct sunlight. Dust with a dry cloth. If the grass becomes dry, a light mist of water will restore its suppleness. Do not immerse in water.
Can I order a bespoke piece?
Yes. We take bespoke commissions for personal pieces and corporate gifting programmes. Contact contact@olivance-paris.fr. Lead times range from 4 to 12 weeks depending on complexity.
How do I earn loyalty points?
You earn 1 point for every euro spent on eligible purchases. Points are credited to your account once your order has been confirmed.
How do I use my points?
At checkout, you can convert your points into a discount: 100 points = €5. You can use some of your points and pay the rest as usual.
Do my points expire?
No. Your points remain available in your account, with no time limit.
What are the loyalty programme tiers?
Atelier (0–499 pts), Artisan (500–1,499 pts), Maître (1,500–2,999 pts), Mécène (3,000+ pts).
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Our team replies within one working day.