FREQUENTLY ASKED QUESTIONS (FAQ)
Got questions about your orders? Here are the answers to the questions we hear most often. If you can't find what you're looking for, send us an email at olivoid@proton.me — we reply within 24–48 business hours.
ORDERS AND DELIVERY
1. How long does it take to receive my order?
It depends on the product:
• Olivoid apparel (t-shirts, hoodies, etc.): Between 5 and 15 business days in total. This includes 2 to 7 business days of production (because it's printed only after you buy) + 3 to 5 business days of shipping within Portugal/Europe.
• Wood sculptures: The timeframe varies by piece. The estimated time is listed on each sculpture's page or will be communicated to you by email after purchase.
2. How do I track my order?
As soon as your package leaves the warehouse, you'll automatically receive an email with a tracking code. Just click the link to see where your order is in real time.
3. Several days have passed and I haven't received the tracking email. Now what?
Sometimes these emails end up in spam. Check that folder first. If nothing shows up within the timeframes mentioned above, write to us at olivoid@proton.me with your name and order number and we'll check everything for you.
4. Do you ship outside Portugal?
Yes! We ship across Europe and to many parts of the world. Exact shipping costs and delivery times are shown at checkout, before you pay.
⚠️ Note: Orders outside the European Union may incur additional customs duties, which are the customer's responsibility.
PAYMENTS
5. What payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express cards and PayPal.
6. Is it safe to pay on your site?
Completely. We use SSL encryption across the entire site and payments are processed by Stripe and PayPal — two of the most secure payment platforms in the world. We never see or store your card details.
7. Can I pay by bank transfer?
At the moment, we only accept online payments (card or PayPal). This ensures your order goes into production immediately.
RETURNS AND EXCHANGES
8. Can I return something if I change my mind?
Yes! You have 14 days from the day you received the product to return it, without needing to explain why. Full conditions are set out in our Returns Policy.
9. Who pays the return shipping costs?
In case of withdrawal (change of mind), return shipping costs are covered by the customer. But if the product arrives defective or wrong, shipping is on us — and we handle everything.
10. Can I exchange the size instead of returning?
Of course! The fastest way is: make a normal return and, in parallel, place a new order with the correct size. That way you're not left waiting. If you prefer, contact us first and we'll work out the best solution together.
11. When do I get my refund?
After we receive the product and confirm it's in good condition, we process the refund within 14 days. The amount is returned via the same payment method you used.
PRODUCTS AND PERSONALIZATION
12. Are Olivoid pieces made when I buy them?
Exactly. We work with print-on-demand: each piece is printed only after your order. Besides avoiding textile waste, it guarantees you receive something made fresh just for you. That's why production times exist.
13. Are the wood sculptures exactly like the photos?
Each sculpture is unique and hand-carved in olive wood. Grain, knots, and tones vary naturally from piece to piece. The photos are very faithful, but small differences are part of it — they're proof that you're taking home an original, one-of-a-kind piece.
14. How do I care for my wooden pieces?
Nothing complicated: wipe with a soft, dry cloth, keep away from direct heat and humidity, and avoid chemicals. From time to time, a thin coat of linseed oil or beeswax keeps the wood beautiful for years.
15. Can I order a custom piece?
The Olivoid collections already include several designs available on the site. For very special requests (custom sculptures, for example), contact us at olivoid@proton.me and we'll discuss possibilities. Note: personalized pieces have different return rules — please check the Terms and Conditions.
SECURITY AND LEGAL
16. Where can I file a formal complaint?
You always have our email (olivoid@proton.me) as a first option — we resolve most situations quickly. If you prefer, you can use the Electronic Complaints Book (www.livroreclamacoes.pt) or the European online dispute resolution platform (ec.europa.eu/consumers/odr).
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Still have questions?
That's exactly what we're here for. Write to us at olivoid@proton.me and we'll talk with you personally.