FAQ

Who are our customers?

We aim to provide creative and innovative designs on daily-used products for people who always want to add a personal touch to their life. The groups who will celebrate a festival or an anniversary are also our customers. Both individuals and groups can choose from our current items with uniquely awesome designs. If you have your own design idea or particular requirement on design, you can contact us to provide your own design scheme and we are responsible for printing.

Is it safe to order at OLARNA?

OLARNA, a global leading online supplier, is a wonderful place to encourage people to express themselves. Shopping with OLARNA.com is bound to be easy, fast and convenient. Our SSL secured servers are tested daily to ensure your data will arrive privately and unaltered. Any information given such as email is strictly confidential and will not be used or given to any 3rd party.

Do you offer any discounts and coupons?

As long as the item quantity that you will order surpasses 30, you will get a wholesale price. The more the quantity is, the more favorable the price will be. Please write to us at service@olarna.com to get the most favorable quotation. In your e-mail, please include the information about the product URL, the number of products intended to buy, some special requirements if you have, and your contact information.

How to cancel my order?

Once you placed an order, we will begin to process it. If for some reason, you want to cancel your order, please contact our customer service at service@olarna.com to check your order status. If your order is not processed, you can cancel it. It can not be changed if the order is processed since we print the items after you place the order. Thank you for your understanding.

What is your shipping time and shipping cost?

The delivery time for most merchandise is 9-14 business days including 3-5 business days of processing time and 6-9 shipping time.

Shipping fee to UNITED STATES is as low as $4.99, And Free Shipping on Orders Over $59.

Do I need to pay customs or import tax?

As we are a global leading online supplier, the personalized items that you buy from us may be imported products in your country. In some cases, you may be subject to customs or import duties, also known as import taxes once a package reaches its destination country. It's buyer's responsibilities to clear customs and pay the relevant custom duties. As customs policies vary greatly from country to country, we are unable to calculate this for you and there is no way to pre-pay it. Please collect as much information as possible in terms of the import taxes in your own country before you place your order.

If you are drop-shipping or sending a gift item to someone, please make sure they are aware of the possibility of having to pay taxes when receiving the goods.

In which way can I know my shipping status?

The customer service team will inform you the tracking number and you can check the status at the official website of the shipping company.

What is your exchange and return policy?

You can ask for a return or exchange if you are not satisfied with the final product. OLARNA offers a 14-day satisfaction guarantee on all products. You can return your purchase for an exchange or refund within this time frame. Be sure the returned items are in the original condition - undamaged, unaltered, unwashed and clean.

How to return damaged or defective product?

If the product that you intend to return is damaged or defective, please contact our customer service team at service@olarna.com firstly. In your message, please clarify the problem of the damage or defect item and provide us with a clear digital image. As soon as our customer service representative receive your e-mail, they will handle your return case immediately.

Who will pay the return fee?

If the items are in a damaged /defective condition when you receive them, please e-mail our customer service team to confirm. If the damaged/defective items are confirmed by OLARNA service representative, OLARNA will be responsible for return shipping cost. OLARNA will not cover return shipping cost if you send back the items before our confirmation. For all other cases, the customer should take in charge of the returning cost. Under no circumstance OLARNA will reimburse the return freight incurred by the customer.

What is the return process?

Contact our customer service team at service@olarna.com to request for return within 14 days after receipt of items. In your e-mail, please give a clear reason for return request and imply whether you prefer to exchange it or just a refund. In case the item is damaged or defective, please include clear digital image and the information about the problems.

Our customer service team begin to handle. Please send back the items to the specified address that customer service representative informs.

If you ask for a refund, we will handle your refund after we receive the items that you send back. You will get back within 24 hours.

If you request an exchange, we will inform you immediately after the reprint has been done and shipped out immediately after the completion.