FAQ

Placing an Order

I'm receiving an error when I try to place an order. What should I do?

The most common reason for a failed order is a problem with the credit card. If you live within the continental USA, make sure that the billing address you're entering on pinkolive.com matches what your bank has on file. If you live internationally, pinkolive.com does not accept certain international credit cards and the best way to place an order is over the phone or through e-mail. Please contact us at 1.855.GO.OLIVE or [email protected] and we will help you process your order.

I'm trying to use my gift certificate, but it isn't working. Help!

Make sure that you are inserting the gift certificate number into the Payment field and not the Coupon field. If you still experience problems, please contact us at 1.855.GO.OLIVE or [email protected] and we'll assist you in completing your order.

I placed an order, but haven't received an order confirmation/shipping confirmation and my credit card has been charged. What should I do?

First, check your spam folder. Oftentimes pinkolive.com communications are sorted automatically into your spam or “promotions" folder because your e-mail host doesn't think you want to see it. If it isn't there, please e-mail us at [email protected] and we'll get the information for you.

I need a large quantity of an item/a different size than you have available. Can I special order?

Absolutely! Please e-mail us at [email protected] with the item(s) you would like to order and in what quantities. We'll be happy to assist you one-on-one.

Do you offer gift-wrapping?

Yes! Please select the gift-wrap checkbox at the bottom of your shopping bag or in the checkout page. The order will be gift wrapped with our signature glitter paper or box with grosgrain ribbon with a hand written gift note. The gift message will need to be included in the greeting message box.

Shipping and Returns

I need an item right away. How quickly can you ship and when will the package arrive?

We typically ship out orders within 24-48 hours (sometimes even sooner!) if the items are in stock. If you need an item right away, please choose the RUSH shipping option for delivery within 1-3 days depending on the destination once the order ships. Rush shipping is only available within the continental USA. Please note that packages can occasionally be delayed while in custody of the postal service and we are not responsible for any delays in arrival.

If an item is not in stock, we will contact you ASAP.

I live outside of the continental USA do you ship to me?

Hello friend, we ship all over the world. If you're still unsure if we ship to your destination, please e-mail us at [email protected]. We'll be happy to help!

How come certain items have a "shipping surcharge"? What does that mean?

Certain items on pinkolive.com carry a “shipping surcharge" on the listing because the item is particularly heavy or oddly shaped or extra-large and require different packaging material. A “shipping surcharge" means that in addition to the standard shipping rate, there is an additional shipping fee added for that particular item. This also means that if you live within the continental USA and qualify for the free shipping over $100 promotion, you would still be charged for the “shipping surcharge" on any item(s) in your order.

I saw something in one of your shops, but can't find it on pinkolive.com. Help!

We do our best to carry majority of the items that we have in-store online. However, there are certain exceptions with products that are in-store only and certain products that are online only. Please e-mail us at [email protected] with any distinguishing characteristics about the item you saw in-store and we will help you track it down.

I received a shipping confirmation e-mail, but the tracking information hasn't moved in days! I think my package might be lost.

If you think your order has been lost in-transit, please contact us at [email protected] and we will do everything we can to help locate your package. Our policy is to wait 2-3 weeks for the package to be returned to us and if at that time, the package has still not been located or returned, we will reship the order on a case-by-case basis.

My tracking information says my package arrived, but I can't find it!

Once a package is marked as delivered by either the United States Postal Service or FedEx, we assume that the package has arrived at the final destination. We are not responsible lost or stolen packages after it's been delivered.

My order is shipping internationally and the tracking information says it has gone through customs, but hasn't been updated in days.

We ship international orders through First-Class Mail International and the tracking services they provide are only available until the package leaves the United States. Packages can take 1-4 weeks to arrive depending on the destination and services in your country. We are not responsible for missing or stolen packages. Please contact us at [email protected] if you'd like to upgrade to a different shipping method.

My order was returned to Pink Olive due to an incorrect shipping address. What do I do?

When a package is returned to us, we will contact you as soon as we are aware that the package is coming back. We will ask you to confirm the shipping address and you are responsible for the cost of the re-shipment (this is the same amount as your original shipping charge). Once we have received payment and the package has been returned, we will re-ship your order. If your order qualified for free shipping, you will be responsible for the shipping costs on the re-shipment.

If the order was intended as a gift and the recipient has moved, we will not re-ship the package to the same address.

We are not responsible for packages lost or incorrectly delivered due to incorrect shipping addresses.

An item in my order arrived damaged and I would like a replacement.

We do apologize! Please e-mail us at [email protected] with photos of the shipping box and the damaged item so we can ascertain the damage and try to prevent the same damage from happening in the future. We will send you a return authorization number for the damaged item to be shipped back to us, and once it has been received, we will ship out a new item to replace the damaged one.

My order arrived and I'm just not happy with what I ordered. Can I return it?

Ah, buyer's remorse! If you're really not happy, please e-mail us at [email protected] with your name, order number, and which items you would like to return. We accept returns within 14 days of delivery. We will issue a return authorization number and process your return once we receive the items in our shop. If the items are in saleable condition, we will issue a store credit for the items returned. Shipping costs are not refundable.

Sale items, jewelry, and artwork are final sale and not returnable.

My lovely friend/relative gifted me with a gift certificate! When does it expire? Can I use it in-store?

How nice! Our gift certificates expire after a year and you can absolutely use it in-store! Just present the gift certificate to one of our gift selling specialists.

A friend sent me a gift, but it isn't quite right. Can I return it?

We are so sorry the gift wasn't to your liking. Please e-mail us at [email protected] to get a return authorization number. Once we receive your returned gift, we will e-mail you a gift certificate for the amount of the gift.

I live by one of your shops. Can I pick it up in-person?
We love our local customers and would love to make that happen. We are in the process of launching a local pick-up option on our website, so stay tuned. In the meantime, please feel free to contact the store directly and see if they have the items you want in stock.


Product Submissions

I would love for you to carry my product in your shop! How can we make that happen?

At Pink Olive we carry a wide array of carefully curated items and we appreciate every product submission that we receive. Due to the high volume of submissions we receive daily, we are unable to personally respond to every email, but we will be in touch if it's the right fit for the store at that time.

To offer your product for consideration, please see our product submission page and follow the instructions.

Do you accept samples?

We have very limited space in our stores, so at this time we do not accept samples unless requested. Any samples sent to us without request will be disposed or donated.


Good Gifter Program and Snail Mail Club

Are the purchases retroactive?
We are also excited to announce that as of Monday, March 16, 2015, our popular in-store Good Gifter Program and Snail Mail Club are now available online. Unfortunately, purchases are not retroactive and will only apply starting from March 16, 2015.

I am already a member of the Good Gifter Program and Snail Mail Club in-store? Can I combine my purchases?

How exciting! Thank you for being our loyal local customer. We're excited to have you shop with us online too!

Currently, our online & in-store purchases are running on two different systems, so we are not able to combine purchases at this time. However, you are more than welcome to create a separate online account to send out beautiful gifts to your friends and family from afar and still get credit for it. Woo hoo!