Where do you ship to?
We ship our skincare products worldwide, with the exception of the UK. We hope to offer UK delivery as soon as possible.
Our Eaux de Parfum will be available for purchase in Malta and Sicily only on their launch due to IATA restrictions on the airfreight of alcohol products. We can ship 1ml sample vials of our perfumes internationally at a maximum of 2 vials per order. We hope to arrange for perfume distribution overland within the EU and to most other non-EU European countries.
Do you offer Free Shipping?
We do offer Free Shipping as special offers from time to time. We strive to charge shipping at cost and keep shipping at a flat standard rate even for multi-product orders which weigh more.
How and when is delivery made?
We use reliable shipping partners – generally Maltapost international tracked delivery. We endeavour to dispatch order within 1-2 days of purchase if you order Monday – Friday before 5pm. Orders made over weekends or public holidays may take a day longer. Our delivery partners do not guarantee specific delivery timeframes but we will send you parcel tracking details. We do our best to deliver your order speedily and always keep you informed. Please note that if you have chosen any international courier options (ie. DHL, Fedex etc) at checkout, if available for your region, you can arrange alternative delivery times/options directly with the courier via the tracking link generated and emailed to you.
What happens when I place my order?
Once you place an order on the site, you receive an automated email confirming your order pending receipt of your payment. Once we receive your payment (ie. via Paypal, Stripe etc), we confirm we are processing and then dispatching your order. Within 1-3 days, we email you details of how to track your package.
My package has not arrived yet. What do I do?
We send you email confirmation of your order with delivery and tracking details once it is dispatched to our courier. If you feel the parcel is missing or unduly delayed, check the tracking information and contact the courier directly. See above for our standard delivery time frames above.
We cannot consider any claims for loss/non-delivery or enter into an investigation when the tracking shows delivery has been made and signed for. You would need to contact the courier as detailed on the tracking information provided.
If the package does not arrive within reasonable time frames, contact us so we can investigate and initiate a possible claim. Pending our investigation, we might be able to offer a refund or send a replacement.
Our couriers deliver to the precise shipping address you entered on checkout. Olentium cannot be held responsible if you enter the incorrect or part of an address as shipping details when you place an order, nor if the parcel shows it was signed for at the delivery address given but you have not received it.
RETURNS, REFUNDS & ORDER CANCELLATIONS
We do our best to describe our products in detail and accurately and hope that you will enjoy our products. Please note that for reasons of safety and hygiene, cosmetics cannot be returned once opened nor if the product simply does not suit your preferences. See below for instructions on what to do if your product arrives damaged or leaking or you feel it it unacceptable for other reasons. We do not at the moment provide sample sizes of our skincare products but we will be offering 1ml samples of our perfumes and we advise you to purchase those before ordering a full-sized 50ml flacon.
We aim to provide the best possible service, but we realise that you may change your mind after placing an order with us. If for any reason you wish to cancel an order, contact us on firstname.lastname@example.org as soon as possible and please do read our returns and cancellation policy below.
I opened and tried the skincare/perfume but it doesn’t suit me. What can I do?
Cosmetics are a very personal choice and experience and while we hope you will love exploring your Olentium skincare and fragrances, we know they may not suit you. We do not offer mini/trial sizes of our products at the moment. These can be less sustainable, and also costly ways to experience a product per ml of ingredient.
Our skincare comes in 30ml-100ml and is therefore within air travel liquid limits per bottle. We will however be offering 1ml sample vials of our eaux de parfums as these are luxury items and not blind buys. When we launch our perfumes, we advise you buy a sample 1ml vial to trial and test the perfume before making a 50ml flacon purchase. We will deduct the price of the sample from your first purchase of a 50ml flacon of the same perfume. We also include a free sample vial with each 50ml EDP purchase so you can trial the perfume and return the unopened full flacon if need be.
For health and safety reasons, we do not accept returns of opened or part-used products – see Returns below.
Can I cancel my order?
Yes, you can cancel your order and receive a full refund if the order has not been dispatched already. Please contact us as soon as possible if you wish to cancel and we can let you know next steps. Once your perfume order is with our courier however, we cannot reverse your order and you will need to return it to us once it is delivered to you. See our Returns Policy below.
Do you accept Returns?
We do accept returns of full bottles if they are unopened, sealed, unused and returned to us in their original, undamaged packaging and in a resalable state. We do not accept returns of sample vials nor of part-used or opened cosmetics or perfumes.
Do you offer free returns?
We do not offer free returns.
How do I return a product to you?
You can return products within 14 days of product receipt. To process your return, we need to receive it at our premises in Malta within 28 days of your purchase. We cannot accept responsibility for the returned goods nor process a refund until we receive them at our premises within this time frame.
It may take up to 14 days to process your return and we will email you confirmation of your refund being processed. Please allow 14 days for your bank/credit card/Paypal account to show the refunded remittance in your account.
Any additional charges or duties you may have incurred on either receiving or returning your purchase to us – such as local taxes, customs/import duties, courier handling fees at your end, or shipping costs – will not be refunded.
My product has arrived damaged or leaking. What do I do?
If the outer secondary package (not the actual inner product/flacon) arrives damaged in a way that is unacceptable to you, please contact our partner courier which delivered the item (see your tracking info). We advise you to inspect all packaging well before accepting it from a courier. Photo any damage immediately.
If the actual Olentium product bottle or primary packaging is damaged, broken or leaking, please contact us on email@example.com as soon as possible so we can advise of next steps.
We are unable to assist with items that arrived broken, missing items, and missing packages outside of the 14-day return policy time frame and without a photo of the broken items and/or package.
We are happy to provide an immediate refund to your original payment provider if the actual product within the outer packaging proves to be damaged or faulty on immediate receipt and not as a result of courier handling.
This cancellation and returns policy does not affect your legal rights.
Last updated: 20/11/21