customer care

Orders are dispatched within 24 hours. Orders placed on public holidays or weekends will be processed the next business day. Once shipped, you will receive a confirmation email with your tracking number. Please note that during sale periods and public holidays, dispatch and delivery times may be delayed. By placing an order, you agree to our shipping terms and understand that Olga Joan is not liable for parcels once they have been dispatched.

SHIPPING

AusPost Standard Shipping (orders under $200)
3-7 business days | $10

Express Shipping (orders under $200)
1-5 business days | $13.95

Complimentary AusPost Standard Shipping (orders over $200)
3-7 business days

AusPost Express Upgrade (orders over $200)
1-5 business days | $3.95  

Please note: delivery times begin once the carrier picks up the order. While we aim to meet these timeframes, we cannot guarantee exact delivery dates due to carrier and location variations.

 

New Zealand

AusPost Standard Shipping (orders under $400) | $20
AusPost Express Shipping (orders under $400) | $25
DHL Express (orders under $400) | $45

Complimentary AusPost Standard Shipping (orders over $400)
Upgrade to AusPost Express | $5
Upgrade to DHL Express | $25


AusPost Approved Countries:

United Kingdom, United States, Hong Kong SAR, Singapore, South Korea, Denmark, Germany, Italy, Netherlands, Norway, Sweden, Switzerland

AusPost Standard Shipping (orders under $500 AUD) | $25
AusPost Express Shipping (orders under $500 AUD) | $40
DHL Express (orders under $500 AUD) | $60

Complimentary Standard Shipping (orders over $500)
Upgrade to AusPost Express | $15
Upgrade to DHL Express | $35

We highly recommend choosing DHL Express shipping at checkout. This service offers full traceability, insurance, and the highest level of reliability to ensure your order reaches you safely.

Rest of the World

DHL Express (orders under $1000AUD) | $60
Complimentary Standard Shipping (orders over $1000 AUD)

PLEASE NOTE: Once an order has been dispatched and is in the possession of the shipping carrier, Olga Joan is no longer liable for any lost, stolen, delayed, or misdelivered parcels.

Ownership and risk in the goods pass to the customer upon dispatch. While we will do our best to assist you if an issue arises, it is the customer's responsibility to liaise directly with the relevant shipping provider regarding any delivery issues.

Please note that standard shipping methods include limited insurance coverage, and Olga Joan is not responsible for reimbursing lost parcels beyond the compensation provided by the carrier.

All payments are processed in Australian Dollars. For domestic orders, prices include GST.

International orders may incur duties and taxes, which are the responsibility of the customer. We recommend checking your local customs website for any potential charges.

If something isn’t quite right, we accept returns for exchange or store credit within 14 days of receipt, subject to the conditions below.

RETURNS AND EXCHANGES

Your order number must be provided as proof of purchase. Items must be unworn, unwashed, and unaltered.

Items purchased at sale prices are eligible for exchange or store credit.

Items marked final sale are not refundable. A size exchange is offered, subject to availability.

If you’ve used a discount code at checkout, this is not considered a sale item in relation to our returns policy.

If you purchase multiple sizes of the same style in a single order to determine your best fit, you’re welcome to return the unworn size for a refund. This only applies to duplicate sizes of the same style purchased in the same transaction. All other returns remain eligible for exchange or store credit, as per our standard policy.

We’re happy to offer exchanges for items that meet the conditions outlined above. Here are the options available:

Australian Orders: For full-price items, we offer free return shipping on your first exchange per order, plus free shipping for the replacement item. Additional exchanges for the same order are allowed, but return shipping will be at the customer’s expense.

For sale items, customers are responsible for return shipping costs, but we provide free shipping for the replacement item.

Items marked 'final sale' are not returnable. A size exchange may be offered, subject to availability. For final sale items, customers are responsible for both return and replacement shipping costs.

International Orders: International customers are responsible for both the return and replacement shipping costs.

When you request an exchange, we’ll work with you to ensure you get the right fit or style. Simply submit your exchange request via our return form, and we’ll provide further instructions.

We offer store credit with no expiry date. If you would like to opt for store credit, please select this option when lodging your return.

Submit your return request at olgajoan.co/returns with your order details.

Once approved, we will provide further instructions.

After we receive your return, please allow up to 5 business days for processing.

We recommend using a traceable shipping service, as we cannot be held responsible for lost returns.

You will receive a confirmation email once your return has been processed.

For any inquiries, please email hello@olgajoan.co or call/text 0434 104 203.