Frequently Asked Questions (FAQ)
Is there stock on all products?
Yes, all the products that are published on the web have stock. If one of the variations (size or color) is sold out, it will be blocked for purchase.
I bought and they told me that there was no stock. What I do?
This is an atypical case but it can happen because a product is oversold, but our Customer Service team will help you make any product changes. You can also contact us at 954136181 or firstname.lastname@example.org
Do you do wholesale sales?
Yes, for any wholesale purchase you can contact email@example.com or 954136181 and we will receive your order.
The price in online and physical store is the same?
Yes, the prices are the same. However, there may be exclusive promotions for each of these sales channels, so they may not coincide.
Prices include VAT?
Yes, all prices include the General Sales Tax, so an additional fee will not be charged.
What are the shipping methods available?
We have home deliveries, shipments to one of our stores and express shipments. For more information visit the “Shipping Methods” page
Can I change my shipping address?
Yes, however this must be done before the order leaves our warehouse. To make an order change, contact our Customer Service team.
What happens if there is no one at my address who can receive my order?
In case you are not at your address, in the case of Lima, the driver will make a second visit after scheduling with customer service.
In the case of orders to the province, if Olva cannot complete the delivery, he will notify us and schedule a second visit. If this second delivery does not materialize, the package will be returned to our warehouse. If this happens, customer service will contact the customer to see how to proceed.
Can someone else receive the package?
Yes, it is not necessary for the person who made the purchase to be present. Any person can receive it, in Lima the driver will ask for permission to take a photo that proves the person who received the order and in the case of Olva, a signature will be requested to prove receipt of the package.
Can I pick up my purchase at any of the stores?
Yes, for this you must choose one of our stores in the shipping method as the destination address. Remember to bring a document that proves that it is you and the order number of your order.
To which countries do you ship?
We ship to every country in the world.
Take into account that each country may have specific tariff and tax regulations. These costs are not included in your order placed in our store. We are not responsible for additional costs incurred, any additional fees must be paid by the buyer.
Do you offer free shipping?
All our national orders in Peru have free shipping without a minimum purchase amount
International shipments do not count with free shipping. Each destination has a specific rate.
Orders and Requests:
I have not received my purchase confirmation
Confirmation emails are sent automatically when making the purchase. If you have not received the email after 24 hours, you can contact us at 954136181
I want to cancel my order. What I do?
To cancel your order you must contact us within a maximum period of 24 hours after making your purchase at 954136181 .
Can I make changes to my purchase once it has been made?
To make changes to your order you must contact us within a maximum period of 24 hours after making your purchase at 954136181 .
My order arrived but I need help.
If you need help with your order you can contact us at 954136181 . We can attend orders with a maximum of 7 days after receiving the product, after this time the requests issued will not be accepted.
Wrong/failed product arrived. What I do?
If you received a wrong/failed product, don't worry! we will help you with that. Write to us at 954136181 attaching your order number and photos of the product to determine the next steps and help you.
We can attend orders with a maximum of 7 days after receiving the product, after this time the requests issued will not be accepted.
How can I get in touch with you? What are your office hours?
Our customer service team is at your disposal by writing to 954136181 or also by MAIL.
Our team is available Monday through Saturday from 8am to 7pm EST. We try to give answers within a maximum period of 24 hours.
Do you have a contact phone number?
You can contact the phone number 954136181
How do I stop receiving emails/newsletters?
You can write to us at 954136181 indicating the email with which you registered to be able to unsubscribe.
Changes & Returns:
Do you make refunds and product changes?
For more information regarding refunds visit the page "Exchanges & Returns"
Can I exchange a discounted product?
Products purchased at a discount are not subject to changes or returns. They are considered final sale.
How long does it take to return the money?
For more information visit the page “Exchanges & Returns”
Do changes/returns have any cost?
Product returns in Lima have no additional cost.
Product returns in the province have an additional cost to the return price established by Olva to return the product to our warehouse. This cost is paid by the client at the Olva office.
Can I make changes in other stores of the brand?
All changes must be made in advance in coordination with our Customer Service team at 954136181 .
Stores are under no obligation to make any changes without prior coordination.