How can we help?

Depending on the destination, local delivery may be handled by carriers such as:

• Germany: DHL Paket
• United States: USPS
• United Kingdom: Royal Mail
• Austria: Austrian Post
• Switzerland: Swiss Post

Available delivery destinations are shown at checkout. The carrier assigned to your parcel can vary by shipment and route. Your shipping confirmation and our tracking page show the delivery partner and available updates after dispatch. For help, email support@olane-brand.com with your order details.

The order cutoff is 12:00 noon Central European local time (CET/CEST as applicable). Orders placed after the cutoff enter processing on the next business day. For delivery estimates, business days are Monday to Saturday, excluding public holidays affecting processing or delivery. See our shipping policy.

Shipping is free. All taxes and import duties are included in the price. There are no additional customs fees on delivery. See our shipping policy.

Check the delivery address, any delivery notice and whether someone in your household or your nominated recipient accepted the parcel. If you still cannot locate it, contact support@olane-brand.com with your order and tracking details. We will investigate goods delivered to the wrong location and provide the appropriate remedy under our shipping policy.

Email support@olane-brand.com with your order details and explain what you ordered and what arrived. Photos can help identify the issue. Contact us to arrange the appropriate remedy and required return costs before paying for a costly return shipment. See our return policy.

Contact support@olane-brand.com promptly with your order details and a description of the issue. Include photos where the problem can reasonably be photographed. Reporting delivery damage within seven days helps our investigation, but does not limit statutory claims. We will arrange the appropriate remedy and cover required return costs. See our return policy.

Contact support@olane-brand.com with your order details and tracking information. We remain responsible during delivery arranged by us until you or your nominated recipient receives the goods. We will investigate and provide the appropriate replacement or refund. See our shipping policy.

Our shipping policy explains eligible destinations, free shipping, delivery estimates, the order cutoff, tracking, changes and cancellations, delivery problems, and taxes and import charges. Any specific delivery estimate agreed at checkout applies to your order.

You should receive an order confirmation after placing your order. Check your spam folder and the email address used at checkout. If you cannot find it, email support@olane-brand.com with your name, checkout email address and order date so we can help locate the order.

Check the latest information using the tracking link in your shipping confirmation. If your order passes its estimated delivery window or you are concerned about a tracking status, email support@olane-brand.com with your order and tracking details. You do not have to wait an extra two business days before asking for help. See our shipping policy.

After dispatch, we email a shipping confirmation with a tracking link when available. You can also visit our tracking page. If you need help finding your tracking details, email support@olane-brand.com with your order details.

We ship to Germany, Austria, Switzerland, the United Kingdom and selected EU destinations. Available countries and delivery options are shown at checkout.

Yes. Shipping is free for orders to eligible destinations. All taxes and import duties are included in the price, with no additional customs fees on delivery. See our shipping policy.

Processing takes 1-2 business days and transit is estimated at 5-8 business days after processing: approximately 6-10 business days in total. Any specific delivery estimate agreed at checkout applies. We email a tracking link after dispatch when available.

Contact support@olane-brand.com immediately. We will confirm whether fulfillment can still be stopped or changed. An inability to intercept a shipment does not remove any applicable statutory withdrawal right.

Email support@olane-brand.com. We aim to acknowledge enquiries within two business days. Support hours are Monday to Saturday, 09:00-18:00 HKT, excluding Hong Kong public holidays.

Monetary refunds go to your original payment method without a refund fee. Store credit is used only if you choose it and we agree. For an eligible voluntary return outside the statutory withdrawal period, we issue the refund within 14 calendar days of receiving the goods. We email you when it is issued; your bank may need additional time to post it.

EU statutory withdrawal refunds are due within 14 calendar days after notice, with reimbursement allowed to be withheld until receipt of the goods or evidence of dispatch, whichever occurs first. UK statutory cancellation refunds are due no later than 14 calendar days after receipt of the goods or evidence of dispatch, whichever occurs first. See our return policy for full details, and contact us if your refund is missing.

We do not offer direct size exchanges. Return the eligible item and place a new order for the desired size. Under our voluntary return offer, notify us within 30 calendar days after delivery and send the item back within 14 calendar days after notification. This does not limit statutory replacement remedies for faulty or incorrect goods. See our return policy.

Email your name, order reference if known, and the items you wish to return to support@olane-brand.com. If you do not know your order number, provide enough information for us to locate the purchase. We will provide the correct return address and shipping instructions; our business address is not a parcel return address. Keep proof of posting. Printing a form and giving a reason are optional. See our return policy.

Notify us within 30 days after delivery for our voluntary return offer, then send the eligible items back within 14 days after notification. We do not offer direct size exchanges; return and reorder instead. Statutory withdrawal and faulty-goods rights are separate. Full instructions and optional forms are in our return policy.

Contact support with your order details and a description of the issue; include photos where useful. We will provide the appropriate remedy under applicable law. The seven-day request for prompt damage reporting does not limit statutory claims.

Enter your promotional code in the discount-code field at checkout and apply it before paying. Check that the updated order total includes the discount. Follow the terms of the specific promotion. If the code is not accepted or you need help before ordering, contact support@olane-brand.com.

Available payment methods are displayed at checkout. See our payment information.

Wear light clothing and keep a soft tape measure level, close to your body without pulling tight. Measure your chest or bust at its fullest part, your natural waist at its narrowest part, and your hips at their fullest part. Check additional measurements such as sleeve length or inseam when the item’s chart requests them. For shoes, measure both feet from heel to longest toe and compare the longer foot with the chart for your chosen pair. See our size guide.

Use the chart and fit notes for the exact item you want, rather than a general size conversion. Different styles and collections can fit differently. If your measurements fall between the listed sizes or the chart is unclear, send support@olane-brand.com the product link and your measurements before ordering. For shoes, measure both feet and provide their lengths. See our size guide.

Check the product’s size guide and measurements. For help before ordering, contact our support team. See our size guide.

Check each product listing for its description, available sizes and material information. Contact us if you need more detail before purchasing.