Frequently Asked Questions

Orders

How long does order processing take?

Orders are processed within 1 to 2 business days, Monday to Friday.

When will my order arrive?

Total delivery time is typically 6 to 9 business days. This includes both processing and shipping time.

Can I change or cancel my order?

If your order has not yet been processed, we may be able to assist. Please contact us as soon as possible at support@oliviatreks.com.

I entered the wrong address. What should I do?

Please contact us immediately with the correct shipping information. Once an order has been dispatched, address changes cannot be guaranteed.

I did not receive an order confirmation.

Please check your spam or promotions folder first. If you still cannot find it, contact us with your full name and the email address used during checkout.

Shipping

How long does shipping take after dispatch?

After dispatch, shipping typically takes 5 to 7 business days, Monday to Friday.

How do I track my order?

Once your order has been shipped, you will automatically receive a tracking link by email.

My tracking information is not updating.

Tracking updates can take between 24 and 72 hours after dispatch. If there are still no updates after this period, please contact our support team.

My package shows as delivered, but I cannot find it.

Please check your mailbox, porch, safe place, neighbors, or building reception. If your package is still missing after 24 hours, contact us and we will assist you further.

Returns & Refunds

What is your return policy?

We offer a 30-day return period for eligible items.

What are the return conditions?

Items must be unworn, unused, and returned in their original condition and packaging.

How do I start a return?

Please email support@oliviatreks.com and include:

• Your order number
• The item(s) you wish to return
• The reason for the return

When will I receive my refund?

Once your return has been received and inspected, your refund will be issued to the original payment method. Most refunds appear within a few business days, depending on your payment provider.

Can I exchange an item?

If your preferred size or replacement item is available, we can arrange an exchange. Contact us with your order number and the item you would like instead.

Payments

Is my payment secure?

Yes. All payments are processed through secure and encrypted payment gateways using industry-standard security technology.

What payment methods do you accept?

We accept major credit cards, debit cards, and popular digital payment methods available at checkout.

Products & Sizing

How do I choose the right size?

Please refer to the size guide available on each product page. If you are unsure, our customer support team will be happy to assist you.

Will sold-out items be restocked?

Some products may return to stock, while others may be permanently discontinued. Contact us with the product name if you would like an update on availability.

Contact Information

Store name: Olivia Treks

Company name: MB Collective

Company Address: Fortuynhof 3, 4835 GD Breda, Netherlands

Warehouse Address: 10 Mokari Street, North Richmond, NSW 2754, Australia

Registration Number: 42040802

Phone: +61 2 8355 5874

Email: support@oliviatreks.com

Our Customer Service is Available From

Monday to Friday | 09:00 – 17:00 (GMT+11)

Saturday: 12:00 p.m. – 5:00 p.m. (GMT+11)

Sunday and public holidays: Closed

We aim to respond to your inquiries within 24 hours.