Delivery

DOMESTIC SHIPPING

Olena Jewellery offers complimentary standard shipping on all domestic orders. Free Shipping will be applied to your order at checkout. Domestic orders are shipped and dispatched from Kuala Lumpur via DHL eCommerce Malaysia. Please allow up to 2 business days for your order to be processed. All orders should arrive within 2 -4 business days once processed.

INTERNATIONAL SHIPPING

International shipping is currently suspended until August 2022.

After your purchase has been completed and your shipment has been dispatched, you will receive an email containing your tracking information for your order. You can also head over to DHL’s official tracking website, for domestic shipping, (https://ecommerceportal.dhl.com/track/)  to view your shipment’s status by entering your tracking code. Please make sure your shipping address is correct as we are unable to redirect goods once they are en route to you.

If you do not receive your Olena parcel within 14 working days, please contact us at hello@olenajewellery.com.

TAXES AND DUTIES

Olena ships on a Delivered Duty Unpaid (DDU) basis. This means you may be charged for customs duties and import taxes on your order, which Olena has no control over, as these policies vary widely from country to country. If customs duties and import taxes arise, they must be paid by the person receiving the parcel.

 

Returns & Refunds

During this time of Covid-19, Olena Jewellery will not be accepting any returns and refunds on all purchases with an intention to help protect the safety of our customers.

However, we will make exceptions and allow for returns only for the following situations:

• Incorrect product delivered

• Defective pieces delivered (read below for additional information)

• Lost parcel

• Incorrect ring size

Please note that all returns are non cash refundable, however, our customers will be entitled to an exchange of their returned product for either:

• A new piece of the same item or,

• A different item with the same retail price

To start a return, you can contact us at hello@olenajewellery.com or via our Contact page. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Warranty, Exchanges & Repair Services

If there is a defect with one of your Olena pieces upon receiving your order, please contact us at hello@olenajewellery.com within 7 days to be eligible for an exchange once an inspection has been carried out.

Defects may include:

• Missing stones

• Faded or tarnished Gold / Rhodium Vermeil plating

• Non-functional clasp

• Deformed earring shape

Olena Jewellery reserves the right to reject any returned items that may not be considered defective.

If you require your pieces to be repaired, we will be able to do so free of charge for up to 30 days upon receiving your delivery. After which, costs for materials and resources may be incurred. Please contact us at hello@olenajewellery.com or via our Contact page for more information.

Also note that all shipping costs for exchanges and repairs will be borne on the customer.