SHIPPING
How long does shipping take?
Every Atelier Oliver order is processed within 1 to 2 business days. Once shipped, delivery takes another 4 to 7 business days, bringing the total estimated time to 5 to 9 business days from checkout to your doorstep.
Is shipping free?
Yes, every order ships free, no minimum required. All orders include track and trace.
Where do orders ship from?
We work with trusted international fulfilment partners to bring you quality pieces at fair prices. Your order ships directly from our fulfilment partners.
How do I track my order?
Within 24 hours of dispatch, you'll receive an email with a tracking link so you can follow your order every step of the way. You can also track your order anytime via our Track My Order page.
My order hasn't arrived yet. What should I do?
If 15 business days have passed since your order was dispatched and it still hasn't arrived, please contact us at support@atelieroliver.com with your order number. We'll either resend your order or refund you in full, your choice.
Is there an order cutoff time?
Yes, the order cutoff time is 5:00 PM AEST. Orders placed after 5:00 PM are processed on the next business day.
Are there any customs or import duties?
No. All prices on our site are in AUD and include applicable taxes for orders shipped within Australia. No customs duties or import taxes apply.
ORDERS
Can I cancel my order?
You can cancel your order free of charge within 12 hours of placing it by emailing support@atelieroliver.com with your order number. After 12 hours, your order may already be in processing and can no longer be cancelled, but you're welcome to return it once it arrives.
Can I change my order after placing it?
If your order hasn't been processed yet, we may be able to make changes. Contact us at support@atelieroliver.com as soon as possible with your order number and the change you'd like to make.
What happens if an item is out of stock after I order?
If something is out of stock after you've placed your order, we'll get in touch to let you know and either issue a full refund or send a replacement once you've given the green light.
RETURNS AND REFUNDS
What is your return policy?
You can return any item within 30 days of receiving it, no questions asked. Items must be unworn, unused, and in their original packaging with all tags still attached. Full details are on our Refund & Return Policy page.
Who pays for return shipping?
Return shipping is covered by the customer, and typically costs between $5 and $10 AUD depending on the carrier. If your item arrived damaged, defective, or incorrect, we cover the return shipping in full.
Is there a restocking fee?
No, we never charge restocking fees.
How long does a refund take?
After we receive and inspect your return (within 2 business days), your refund is processed within 5 business days via your original payment method. Your bank may need an additional 1 to 3 business days to make the funds visible.
Can I exchange an item?
Yes. If you received the wrong size or item, email us at support@atelieroliver.com with your order number. Our team will help you with the exchange. Alternatively, you can return the item and place a new order.
What if my item arrived damaged or defective?
Contact us within 30 days of delivery at support@atelieroliver.com with your order number and a photo of the damage. We'll arrange a free replacement or full refund, and return shipping is on us.
What if I received the wrong item?
Contact us at support@atelieroliver.com with your order number and a photo of what you received. We'll resolve it free of charge with a correct delivery or full refund.
Are there items that can't be returned?
Yes, personalised or custom-made pieces, sealed hygiene products where the seal has been broken, items marked as non-returnable on the product page, and gift cards cannot be returned.
PRODUCTS
What sizes do you offer?
Most of our pieces are available in S, M, L, and XL. Sizing details and measurements can be found on each product page.
How do I choose the right size?
Check the size guide on the product page for specific measurements. If you're between sizes, we recommend going with the larger size for a more relaxed fit. If you need further help, reach out to us at support@atelieroliver.com and we'll be happy to assist.
What materials are your pieces made from?
Material details are listed on each product page under the description. Our pieces are selected for comfort, durability, and ease of care.
How should I care for my Atelier Oliver pieces?
Care instructions are included on the label of each garment. As a general rule, we recommend washing on a gentle cycle with cold water and hanging to dry to preserve the fabric and shape.
Do your product images match the actual items?
Our product images are as accurate as possible, but colours may appear slightly different depending on your screen settings. Product images are for illustration purposes and the actual product may vary slightly.
PAYMENT
What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, UnionPay, and Visa.
Is my payment information secure?
Yes. All transactions are processed securely through Shopify Payments with full SSL encryption. We never store your credit card details.
What currency are your prices in?
All prices are listed in USD.
ABOUT ATELIER OLIVER
Who is behind Atelier Oliver?
Atelier Oliver is operated by ARCH ECOM LIMITED, a company registered in the United Kingdom (Companies House No. 15721026). We deliver exclusively to customers in Australia.
Where is Atelier Oliver based?
Our registered office is at Lynton House, 7–12 Tavistock Square, London WC1H 9BQ, United Kingdom. Our return centre is located at 159 Studley Ct, Derrimut VIC 3026, Australia.
Is Atelier Oliver a legitimate business?
Yes. ARCH ECOM LIMITED is a registered company in the United Kingdom, verifiable through Companies House (companieshouse.gov.uk) under registration number 15721026. We offer free tracked shipping on every order, a 30-day return policy, and our customer service team is available Monday to Sunday.
CONTACT
HOW CAN I CONTACT YOU?
The easiest way to reach us is by email at support@atelieroliver.com. You can also use the contact form on our Contact page. We aim to respond within 24 hours.
What are your customer service hours?
Monday to Friday: 9:00 AM – 5:00 PM AEST
Saturday to Sunday: 9:00 AM – 1:00 PM AEST
I have a question that isn't listed here.
No problem! Send us an email at support@atelieroliver.com or use the contact form below and we'll get back to you within 24 hours.