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YOUR QUESTIONS, ANSWERED

Answers to most common questions about products, orders, shipments, and payments. For assistance with returns, faults or anything else, please contact us. For a full list of all FAQ answers, see our FAQ Page.
RETURNS + REFUNDS Plus

Your happiness means the world to us. Therefore, if any part of your OLIE order leaves you feeling less than amazing, please reach out to us without delay.

We pride ourselves on our customer service.

We're fully committed to resolving any situation to your utmost satisfaction. Your peace of mind is our greatest reward.

For assistance with returns, faults or anything else, please get in contact at:

hello@thisisolie.com

RETURNING WITH LOVE.


Should you wish to return your cherished OLIE product for a refund or exchange, you're welcome to do so within 30 days of receiving your order.

For your beautiful OLIE product to be accepted for a refund, please ensure the item remains untouched and in its original, lovingly preserved packaging.

It must remain in a sellable condition.

Please note, it is the customers responsibility to ensure the mat returns to us safely. We always recommend sending via tracked/insured shipping.

FAULTY PRODUCTS.


While we pride ourselves on our quality and consistency, sometimes we have outliers that sneak through our processes.

Therefore, if your new movement best friend arrives with any faults or defects, or anything you aren't sure about, please contact us as soon as possible and include as many images/videos highlighting the issues as you can.

This will enable us to provide you with a response that will best serve you.

EXCHANGES.


We do not accept exchanges, only returns.

HOW LONG WILL IT TAKE TO ARRIVE? Plus

This, of course, depends on the type of shipping you select.

We offer a wide selection of different shipping methods, from next day delivery, to slightly longer and more affordable rates.

All orders will receive a tracking link, so you keep keep a close eye on when your new movement bestie will arrive.

CAN I TRACK MY ORDER? Plus

All orders will receive a tracking link, so you keep keep a close eye on when your new movement bestie will arrive.

You will receive an email with your tracking link once your order has been dispatched.

WHEN WILL MY ORDER BE DISPATCHED? Plus
USA

All orders placed Monday-Saturday before 11:59am will be dispatched the same day.

Orders placed after midday on a Saturday will be sent out Monday.


Rest Of The World

We will aim to process all orders placed Monday-Friday and before 2pm UK time on the same day.

Any orders placed after 2pm will be sent out the next working day.

Orders placed after 2pm on Friday and during the weekend will be sent out the following Monday.


*These dispatch times do not include bank holidays, where our wonderful team get their time off*

WILL I PAY IMPORT/DUTIES/TAX? Plus

It's worth noting that the customer is responsible for paying duties and taxes.

It's country specific whether or not you are likely to pay any imports/duties or taxes.

The following countries will NOT be required to pay any import fees:

  • EUROPE, when you purchase 1 mat. When the product total price is under €150 - does not include shipping costs.
  • USA
  • UK

There are also many other countries that wont be required to pay these taxes.

Of course, we can't specify every single one. Please get in contact should you require help.

Free Shipping UK + USA
30 Day Money Back Promise
No EU Fees Orders Under €150