FREQUENTLY ASKED QUESTIONS

MOST COMMON QUESTIONS
WHEN CAN I EXPECT MY ORDER?

We prepare orders for shipment within 1 to 2 business days. Once dispatched, delivery normally takes another 4 to 7 business days, so allow around 5 to 9 business days in total. Tracking is included with every order at no cost.
WHERE WILL MY PACKAGE BE SENT FROM?

Olivia Flores works with international fulfillment partners, and orders are dispatched through our network in Asia. Returns from customers in the United States are handled at our authorized facility at

3450 NW 115th Ave, Doral, FL 33178, United States.
CAN I SEND AN ITEM BACK?

Yes. Products may be returned within 30 days after delivery, without needing to provide a reason. Instructions and applicable conditions can be found on our Refund & Return Policy page.
HOW CAN I FOLLOW MY DELIVERY?

After your package leaves our fulfillment center, we will email you a tracking link within 24 hours. You can use this link to follow the shipment until it reaches your address.
WHICH FORMS OF PAYMENT ARE AVAILABLE?

We accept Visa, Mastercard, American Express and Discover. You can also pay with Apple Pay, Google Pay or Shop Pay.
HOW DO I REACH OLIVIA FLORES?

Email our customer care team at support@oliviaflores.com or call +1 (239) 499-7242. We answer every email within one business day.

Phone support is available Monday to Friday, 9:00 AM to 5:00 PM EST, and Saturday and Sunday, 9:00 AM to 1:00 PM EST.

OTHER QUESTIONS
DO YOU SHIP OUTSIDE THE UNITED STATES?

Not at the moment. We currently ship within the United States only, including Alaska and Hawaii, where delivery can take a few business days longer.
HOW MUCH DOES SHIPPING COST?

Shipping is free on every order within the United States. There is no minimum order value and no handling fee.
CAN I CHANGE OR CANCEL MY ORDER?

Yes, within 12 hours of placing it. Email support@oliviaflores.com with your order number and we will change the address or cancel it free of charge. After 12 hours your order may already be in processing, but you can still return it once it arrives.
WHO PAYS FOR RETURN SHIPPING?

Return shipping is paid by the customer, usually between $8.95 and $14.95 depending on the parcel and the carrier you choose. If your item arrived damaged, faulty or is not what you ordered, we cover the return shipping in full.
MY ITEM ARRIVED DAMAGED OR IS NOT WHAT I ORDERED. WHAT NOW?

Email support@oliviaflores.com within 30 days of delivery with your order number and a photo. We will send a free replacement or issue a full refund, and we pay the return shipping.
HOW DO I CHOOSE THE RIGHT SIZE?

Every product page has a size guide with measurements for that specific item. Fits differ between styles, so it is worth checking the guide even if you already know your usual size. Still unsure between two sizes, email us and we will tell you which one we would pick.
HOW SHOULD I CARE FOR MY PIECES?

Care instructions are listed on each product page. As a general rule, wash on a cool cycle, keep knitwear flat to dry and avoid the tumble dryer. That is most of what keeps a piece looking new.
IS IT SAFE TO PAY ON THIS SITE?

Yes. Our store runs on SSL encryption and payments are handled by PCI DSS compliant providers. Your card details go straight to the payment processor and are never stored on our servers.

CONTACT US

Available from Monday to Friday, 9am to 5pm. Available on Saturday and Sunday from 9am to 1pm.