Frequently Asked Questions

30-day returns from delivery date for unused items in original condition with tags.

Return address: Items must be returned to our fulfilment centre in Shenzhen, China. Contact us first at info@oliverandalder.com for return authorisation and instructions.

All refunds are processed in GBP and returned to your original payment method within 7 business days of receiving your return.

See full Return and Refund Policy.

Processing: 1–2 business days (Mon–Fri, excluding UK and China public holidays).

Order cutoff: Orders placed before 14:00 (Mon–Fri) are processed same day. Orders after 14:00 are processed next business day.

Transit: 3–10 business days to all UK addresses.

See Shipping Policy for full details.

Yes, free standard shipping to all UK addresses with no minimum order value.

No. We ship on a Delivered Duty Paid (DDP) basis to the United Kingdom. All import duties and VAT are covered by us. You will not be charged any additional fees upon delivery.

Visa, Mastercard, Maestro, Apple Pay, Google Pay, PayPal, Shop Pay, Union Pay.

All transactions are secured with 256-bit SSL encryption and PCI DSS compliant. See Payment Policy.

Payment is charged at the time of purchase. All transactions are processed securely.

Currency: All prices are in GBP (British Pounds Sterling). Your bank may apply currency conversion fees for international cards.

Orders are processed within 1–2 business days by our fulfilment partner. Changes or cancellations may not always be possible once processing begins.

Contact us immediately via contact form or email if you need to cancel. We will do our best to assist if the order has not yet been dispatched.

We do not offer direct exchanges. The fastest way to get the item you want is to return the original item (subject to our 30-day return policy) and place a separate order for the new item.

Once your order has been dispatched, you will receive an email with tracking information. You can use this to monitor the progress of your delivery.

If you experience any issues with tracking, please contact our customer service team at info@oliverandalder.com.

See Shipping Policy for more details.

Lost parcels: If your order appears to be lost or significantly delayed, contact our customer service team so we can investigate with the carrier.

Damaged parcels: If your order arrives visibly damaged, document the damage (including photos of the parcel and items) and contact us as soon as possible so we can review the case.

Please report any issues within 7 days of expected delivery. See Shipping Policy.

We do not accept returns on sale items or gift cards.

We also cannot accept returns for perishable goods, custom or personalised items, personal care goods (such as beauty products), hazardous materials, flammable liquids, or gases.

See Return and Refund Policy for full details.

Monday–Friday: 09:00–17:00

Saturday–Sunday: Closed

We aim to respond to all enquiries within 24 business hours.

Oliver and Alder is operated by Propria GmbH, a company registered in Berlin, Germany.

Company address: Potsdamer Straße 92, 10785 Berlin, Germany

Fulfilment centre: Our orders are dispatched from our fulfilment partner warehouse in Shenzhen, China.