Shipping & Returns
Delivery & Customer Service
Where do you ship to?
We ship our silk foulards and perfumes worldwide with the exception of some countries*.
*At present, we do not ship to Russia, Belarus or Ukraine.
We are unable to ship alcohol perfumes to certain countries due the local import restrictions or because our courier partner DHL does not operate there (remote islands, etc). You are notified at checkout if we unable to ship to your country and the perfume item will be removed from your cart.
However, rest assured we do ship to most mainland and major countries across the world.
How do I pay?
We accept major credit cards through our payment gateway partner Stripe, as well as Paypal. Local customers in Malta can also click and pay on collection from our premises.
When and how is my order sent?
Orders will be processed and shipped within 24-48 hours if you order Monday – Friday before 5pm. Orders made over weekends or public holidays may take a day longer.
We use reliable shipping partners: our tracked postage option is fulfilled by Maltapost international delivery and our international courier partner is DHL.
Our delivery partners do not guarantee specific delivery timeframes. Please note that standard tracked mail for international orders can take up to three weeks to arrive in some destinations arrive due to current air travel restrictions and customs delays. We estimate 2-3 days for DHL deliveries within the EU/UK and non-EU Europe and also to some major US cities.
We send you automated notification emails to let you know your order is processing and when it has been dispatched (including any tracking details).
We do our best to deliver your order speedily and always keep you informed. If you are out when delivery is made, refer to the information our courier provides via the tracking code, and you can also contact DHL to change the delivery day.
Do you offer free shipping?
We offer free shipping every so often as a special offer. Sign up for our enews to be first to hear of our offers and discounts.
We try to keep our shipping rates to a minimum and at a level that covers our costs and time and guarantees reliable tracked & signed for delivery.
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 dispatching your order. Within 1-3 days, we email you details of how to track your package.
My order hasn’t arrived yet. What do I do?
We email you tracking details once we have dispatched your order to our courier / Maltapost international delivery. If you feel the parcel is missing or unduly delayed, check the tracking information and/or contact the courier directly.
Please allow up to 3 weeks for international standard delivery. Current air transport issues following Covid and other restrictions are slowing things down.
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 time frames advised by the courier or postal service, 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 enter on checkout. Olentium cannot be held responsible if you enter the incorrect or incomplete 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. Couriers and postal services deliver to addresses and generally do not require the named recipient to sign for a package at the receiving address.
Do you provide insurance?
No, we don’t, but we can provide a quote for you if you feel insurance on your item is required. We offer tracked, and signed-for standard postage, or DHL courier. Both these options are reliable but with a courier, it is easier to trace your item en route and delivery times are shorter.
We ship our silk accessories internationally*.
We offer two options: Standard (regular tracked mail); and courier** and offer free shipping on orders of 2-3 foulards depending on the item price and choice. Sign up for our enews to hear about our special offers which periodically include free shipping.
*Currently, we do not ship to Russia, Belarus or Ukraine.
**Courier rates (DHL) are shown on checkout when you select your country.
Note that for orders outside the EU, various taxes/duties may apply. Our shipping rates do not include these.
Our 50ml, 15ml and 2ml perfumes are available for worldwide delivery with the exception of some countries. You are notified at checkout if we are unable to deliver to your destination.
Our alcohol perfumes ship with DHL and rates are shown on checkout. Please input your full postcode / ZIP for accurate DHL rates.
1ml sample vials are complementary gifts with foulards’ purchases.
We hope you will enjoy your order and that it arrives in perfect condition. We showcase our products in detail on our site, but online displays vary and a style or colour may not suit you once you receive your purchase. We understand.
To ensure that you can shop in confidence with us, we offer returns with refunds / exchanges for your purchase if you are not completely satisfied or if your purchase arrives damaged, subject to our terms and conditions below.
Please note that we do not offer free shipping for returns or exchanges.
Malta-based customers are able to pick up and drop back purchases at our premises.
Note that refunds and exchanges are not possible on sale or discounted items, nor on 1ml / 2ml perfume vials.
Perfume returns: we provide a sample vial of our perfumes along with 50ml perfume purchases so you can trial before opening the flacon. We can only accept perfumes for a refund if they are returned unopened, in their original packaging and in pristine condition. We can exchange perfume returns for silk accessories, if you wish.
Inspect your purchase as soon as possible on delivery and contact us within 5 days of its receipt to discuss your returns and the issue you have with your purchase such as its condition on arrival. You can use our Refunds / Returns form below. We may need to follow up with the courier if you chose that delivery option.
Goods must be returned within 14 days of the date of signed-for date of order receipt. They must be unworn and with any tags in place, and folded and wrapped in the original tissue, and using the original box and, where possible, the outer mailer too.
Email us or use our Returns Form below to give us details of your return: your original order number, your returns’ postal or courier tracking number, the price of purchase and the reason for your return or exchange.
Please ensure the returns’ package is securely sealed with tape to limit damage to the item in transit and is clearly labelled with our address – see below.
Use a secure, tracked service to return your purchase which requires proof of posting and a signature on receipt at our premises. We are not liable to process refunds on returns without proof of your return posting and our signed-for receipt nor on returns which go missing in transit.
Return to: Olentium, 14 Alley One, Parish Street, Siggiewi SGW 1541, Malta (EU).
It may take up to 1-2 weeks for us to receive your shipment. Once we receive your return, we will notify you. Please allow 10 business days for us to process your return. Once your return has been processed, you will receive a further email notifying you that your refund has been processed and issued. In most cases, your return will be credited to the card you used on purchasing your item from us. Any shipping charges applied to the order or for your returns to us will not be refunded.
Exchanges: Let us know which style you would like to exchange for your returned scarf. We will do our best to honour your preference if it is in stock. If the exchanged item is less or more in price that its replacement, we will refund or charge you the difference between the two purchases. Please note that this may delay us getting your replacement item to you. We will email you in regard to your exchange preference and any further payment or part refund details. Note that exchanges incur shipping costs.
Our returns and refunds policy does not affect your statutory EU consumer rights.