FAQs
Orders & Shipping
Do you offer local pickup?
Yes! Although we don’t have a customer-facing studio, local pick-up is available from our fulfilment centre. Collection hours are Monday to Friday, 8am to 4pm. Please wait for your collection confirmation email before visiting!
Can I change my order after it has been placed?
Yes, absolutely! Please reach out to us at hello@olgajoan.co as soon as possible so we can make sure your order is dispatched correctly. Since orders are shipped the next business day, please include your order number and the changes you’d like to make so we can sort it quickly!
I have placed my order but I forgot to add a discount code or gift card. Can you apply it to my order now?
Yes, we can add a discount code or gift card to your order retrospectively. Simply share the code you received or forward the email to hello@olgajoan.co, and our customer service team will take care of you from there.
When will my item be sent?
Orders are dispatched within 1 business day. Orders placed on weekends or public holidays are dispatched the next business day. Once your order ships, you’ll receive an email with your tracking number. During sales and public holidays, dispatch and delivery may take a little longer.
I entered the wrong address. How can I change it?
If you entered the wrong shipping address, please contact our customer service team at hello@olgajoan.co as soon as possible. Orders are shipped the next business day, so the sooner you reach out, the better the chance we can update your address before your order is on its way.
Returns, Exchanges & Refunds
What if my size is sold out?
If the size you’re after is sold out, we recommend returning your piece and waiting for your size to come back in stock. To be notified when it restocks, select the sold-out size and press “I’ll wait for this one.” Once you enter your email, we’ll let you know as soon as it’s available.
How do I organise a return?
You can process a return through our return portal. If you chose local pick-up, you can process your return via this form.
What is your return policy?
We accept returns within 21 days of delivery (or pick-up for local pick-up orders), as long as items are unworn, unwashed and unaltered, with all tags attached and returned in their original polybag. If an item arrives creased, marked or poorly packaged, a 5% restocking fee will be deducted from your refund or store credit.
Full-price items can be returned for a refund or store credit, which is issued as a gift card with no expiry date. Refunds go back to your original payment method and may take 5-10 business days to appear, depending on your bank. Full-price items can also be exchanged once for a different size or colour of the same style (Australia and local pick-up only, and not available for necklaces). For New Zealand, US and international orders, please return your item for a refund or store credit and place a new order.
If you’re based in Australia, New Zealand or the USA, you can add a prepaid return label in your shopping bag before checkout. Without it, the label cost is deducted from your refund or store credit. For all other countries, return shipping is at your own cost.
Final sale items aren’t eligible for change-of-mind returns, and Archive sale items are store credit only. If something arrives faulty, please submit a request through our returns portal with photos of the fault. This applies to all items, including sale items.
For full details, please see our returns page.
How long will it take to process my return?
Once your return is delivered to our fulfilment centre, it will be processed within 5 business days. Store credit is issued as soon as your return assessment has been completed. Refunds may take longer to appear in your original account, as banks have different holding times. If you’ve requested an exchange, your new item will be shipped the business day after your return has been processed.
What if my return is outside the window?
Our return window is 21 days from delivery (or pick-up for local pick-up orders), so we’re unable to accept change-of-mind returns after this time. If your item arrived faulty, please submit a request through our returns portal with photos of the fault (or use our local pick-up returns form if you collected your order). If you have any other questions, reach out to us at hello@olgajoan.co.
Can I return a sale item?
It depends on the type of sale:
Final sale: Not eligible for change-of-mind returns.
Archive sale: Store credit only.
Promotional sales: Terms are set for each sale and shown at the time of purchase.
Discount codes: Full-price items bought with a discount code follow our standard return policy.
If something arrives faulty, please submit a request through our returns portal with photos of the fault (or use our local pick-up returns form if you collected your order). This applies to all items, including sale items. If you have any other questions, reach out to us at hello@olgajoan.co.
What if my return is rejected?
If your return is rejected or doesn’t pass our assessment, we’ll notify you by email. The piece can be shipped back to you at your own cost.
What is a prepaid return label?
A prepaid return label is an optional add-on you can select in your shopping bag before checkout. It’s currently available for orders shipping to Australia, New Zealand and the USA.
No return shipping cost: Send your items back at no extra cost if they’re not quite right.
No printer needed: Submit your return through our returns portal in just a few clicks.
Can I return an item without a prepaid return label?
Yes, you can still return your items without a prepaid return label. The cost of the return label will be deducted from your refund or store credit as a handling fee. All returns are still subject to our return policy conditions.
Size & Fit
What if I’m between sizes?
If you’re between sizes, we recommend sizing up for a more relaxed fit or sizing down for a closer fit (this is dependent on your preference). Check the size guide and fit notes on the product page, as some styles are cut more generously than others. If you’re still unsure, email us at hello@olgajoan.co and our team will help you choose.
If your size doesn’t work out, see our returns page for your options.
Is Olga Joan in AUS sizing?
Yes, our pieces are sized in Australian (AUS) sizes. If you’re used to a different sizing system, you can use our size guide to convert to your usual size.
Is Olga Joan true to size?
The fit of our pieces varies depending on how each garment is intended to be worn. For example, our Zip Hoodies have a more oversized fit, so a size 8 may fit more like a size 10, as it’s designed to sit larger. We recommend checking the fit notes and size guide on each product page.
How do I know what size will fit me best?
Measure yourself and compare your measurements to our size guide. This will help you find the size that suits you best.
How do I take my own measurements?
Use a soft measuring tape and measure over light clothing or underwear, keeping the tape snug but not tight.
Bust: Measure around the fullest part of your chest.
Waist: Measure around the narrowest part of your waist, usually just above your belly button.
Hips: Measure around the fullest part of your hips and bottom.
Compare these measurements to our size guide to find your best fit. If you’re still unsure, email us at hello@olgajoan.co and our team will help you choose.
Why are garment measurements different from body measurements?
Body measurements reflect your own body, taken at the bust, waist and hip over underclothing, and act as a rough guide to help you find your size. Garment measurements are taken from the finished piece itself and show how it will fit on the body. Stretch styles like knitwear and jersey are often smaller than body measurements, as the fabric stretches to fit. Woven styles like pants and structured tops are usually larger, as they have no stretch and need room to move. For the most accurate fit, we recommend using the garment measurements. Lay a similar piece you already own and love flat, measure it, and compare it to our size guide. Choosing a piece in a similar fabric will give you the closest match.
How do I know which fabrics will stretch?
It depends on how the fabric is made. Knitted fabrics, like our signature jersey (95% cotton, 5% elastane), have natural stretch and recovery, so they move with you and skim the body. Woven fabrics, like our cotton shirting and cotton lyocell, have little to no stretch unless a fibre like elastane is added. They hold their shape and sit slightly away from the body for a more tailored look.
Some woven pieces are cut on the bias (at a 45-degree angle), such as our silk skirts. This gives the fabric a gentle stretch and a fluid drape that follows the body. For the best fit, check the fabric composition on the product page and compare the garment measurements in our size guide, or email us at hello@olgajoan.co and our team will help you choose.
Sales, Promotions & Archive
How do I use a promotional or discount code?
Enter your code in the discount code box at checkout and select “Apply” to see your discount before you pay. If you forgot to add your code, don’t worry. Just share it with us or forward the email to hello@olgajoan.co and our customer service team will add it to your order retrospectively.
What is the Archive?
The Archive is a collection of pieces that have since been improved, the last stock of a previous production, or items we’re discontinuing. Archive items are sale items and can be returned for store credit only.
I missed out on shopping during the sale. Can you honour the sale price?
Unfortunately, we’re unable to honour sale prices once a sale has ended. Sign up to our mailing list to be the first to hear about future sales.
Payment
What payment methods do you accept?
We accept all major credit and debit cards (including Visa and Mastercard), PayPal and Afterpay. All payments are processed securely at checkout.
What currency is used online?
Our prices are based in Australian dollars (AUD). The currency shown on our website will change depending on where you are located, with prices converted from our AUD pricing.
Gift Cards
Can I choose a custom amount for my Gift Card?
Yes! To create a gift card with a custom amount, please email hello@olgajoan.co and our customer service team will issue it for you from there.
How do I receive my Gift Card?
Your gift card will be sent to you via email, or directly to your recipient if you select “I want to send this as a gift.”
When does my Gift Card expire?
Our gift cards don’t have an expiry date. This also includes store credit issued as a gift card.
What if I cannot find my Gift Card after purchasing?
Please check your spam or junk folder first, as gift card emails can sometimes end up there. If you still can’t find it, reach out to our customer service team at hello@olgajoan.co with your order details (the name and email address used at purchase), and our team will locate your gift card for you.
Other
Do you have any stockists?
Yes! You can find Olga Joan at the following stockists:
Australia
New South Wales
THE LAIR
41 Hunter St, Newcastle NSW 2300
Queensland
SEAN SCOTT
21c James St, Burleigh Heads QLD 4220
Victoria
SUCKER
63 Johnston St, Fitzroy VIC 3065
New Zealand
Canterbury
UNCOMMON SHOP
Shop 11, The Tannery, 3 Garlands Road, Woolston, Christchurch 8023
Does adding an item to my cart reserve it?
No, adding an item to your cart does not reserve it. You’ll need to complete your payment for the item to be secured as yours.
Does Olga Joan have a physical store?
No, we don’t have a physical store. However, you can visit one of our stockists to try our pieces on in person. We also have a fulfilment warehouse open for order collection only.
How do I know when an item will come back in stock?
To be notified when a size is back in stock, select the sold-out size and a red button will appear saying “I’ll wait for this one.” Enter your email there, and you’ll be notified the moment it’s available. These notifications go out automatically and are the fastest way to secure your size.