Customer Care

Olenka is designed and shipped to you from our Head Office and Dispatch Warehouse in Bali, Indonesia. Due to the strict import/export shipping laws of Indonesia we are not able to accept any return parcels back to our warehouse in Indonesia.

This online purchase information governs purchases made through this web site and does not apply to purchases made in Olenka flagship store.

By placing an order you are acknowledging and accepting all the domestic or international shipping terms

Customer Service Hours

Monday – Friday: 9am - 5pm UTC+8

Customer Service at Olenka is generally email based. Please allow up to 1 business day for your email to be addressed, during launch and sale times it may take us around 2 business days to get back to you.

We are not available on the weekends or Public Holidays.

General, Order and Returns & Exchanges enquires: shop@olenka-olenka.com

 

Pricing & Payment options

  • All product prices indicated and payments made on this site are in US Dollar (US$).
  • We accept payments via Paypal as well as Credit Card (Mastercard or Visa) using paypal.
  • Please note that a conversion rate fee in addition to your order total is determined and applied by PayPal, not Olenka. If you can have concerns about this fee, please contact PayPal.
  • Full payment is required before shipping.
  • Price and availability of these products sold on this site are subject to change without notice.
  • Olenka does not collect or record any credit card details you may provide when purchasing products from the www.olenka-olenka.com
  • Your credit card details are processed via Shopify payments.

Issue on color resolution / pattern

Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. We have made every effort to display, as accurately as possible, the colors of our products that appear at the website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor’s display of any color will be accurate. The position of pattern/design may slightly different from what you see. If u have any doubt of our products, please contact us at shop@olenka-olenka.com. 

Orders

  • All orders are manually processed and shipped by us within 48 hours after payment is received, between Monday and Friday from our office in Bali, Indonesia. Purchases made on Saturday, Sunday and public holidays will be processed on the next business day.
  • All orders are sent using Tiki, JNE or EMS with full tracking available. Transit times do not include Saturday, Sunday or public holidays.
  • Please note that a signature might be required for delivery. We recommend providing a delivery address where someone is available to accept the parcel during business hours from 9am to 5pm, such as a work address.
  • Orders may experience delays in the processing time due to busy SALE periods or Balinese National Holidays.

Pre-orders

  • All pre-orders will be processed through our website and full payment will be taken at the time of checkout.
  • All pre-orders are due to be shipped within 4-6 weeks after date of purchase. Once shipped the customer will receive an order shipment confirmation via email and a tracking number.
  • We do not take cancellations on pre orders or refunds prior to shipping, same exchange and return policies to normal purchases apply.
  • Please note, if one of the items you've purchased is not yet available, we will only ship your order once all items are in stock. should you wish to have part of your order shipped before or separately you must pay for additional shipping. in order to make an additional shipping payment or amend your pre-order please contact us at shop@olenka-olenka.com

Order tracking

Once shipped, a tracking number will be emailed to you with details of your delivery.

Please be aware that once your shipment has been processed and dispatched, it will take several hours before your number will be trackable with our shipping partner after it has been picked up.

Please notify customer service team if you have not received this information within a reasonable time frame.

Product Availability

All products are subject to availability. While we make every effort to only display items that are currently in stock and available to ship, there may be instances from time to time where we run out of stock in an item. Once an order is placed, you will receive an email confirmation. Please note, however, that this email confirmation does not guarantee the availability of the products you selected for purchase. Upon your order being approved and processed for shipment you will receive a second email containing the details of your order.

As necessary, we reserve the right to limit the quantity of products we supply; supply only part of an order or to divide up orders. We also reserve the right to alter the terms or duration of any special offers or sale promotion. If we are unable to fill your order we will attempt to contact you and if we are unable to contact you, we will treat the order as cancelled.

Cancelled Order

  • Orders can be cancelled within 24hrs of being made
  • Orders may not be modified/cancelled once the parcel has been processed
  • When purchasing from olenka-olenka.com you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.