Faq

Can I cancel or modify my order?

Once the order is placed, we take care of everything! However, if you wish to modify or cancel your order, you have a 24-hour window except in two cases:

• Order already shipped
• Promotional code used

How to create a return?

To make a return, you must send your package back to the address provided by our customer service within 7 days of receiving the product: contact@by-olana.com

The products must, of course, be unused and in their original boxes. Please note that return shipping costs are not covered by our site.

What are the refund times?

Satisfied or refunded: If you are not satisfied with your order, you are protected by a 14-day refund guarantee.

A standard refund can take up to 21 days. This corresponds to the 14-day period you have to make your return as well as the 7 working days for processing by our payment processor.

How to track my order?

You can track your order in the "Track My Order" tab on the homepage.

What payment methods are accepted?

Payments can be made by credit card.

What to do if I have not received my order even though the tracking indicates it has been delivered?

By Olana is no longer responsible in case of error or omission by the carrier. The dispute must therefore be addressed with the carrier.