FAQ
Delivery
How long does delivery take?
All orders are processed and picked up by our carrier within 2 to 4 business days. Once the carrier has your package, it is usually delivered within 3 to 5 business days. Please note that this timeframe may vary during peak periods for postal services, such as Black Friday and Boxing Day sales.
How can I tell if my order has been shipped?
You will receive a shipping confirmation email with your tracking number so you can track your order's progress from the carrier's website.
Why haven't I received my shipping confirmation yet?
We normally process all orders within 24 to 72 business hours. If you haven't received your shipping confirmation email within this timeframe, the email address associated with your order may be incorrect.
How can I track my order?
Inside the shipping confirmation email, simply click on your tracking number. You will be redirected to the carrier's tracking page.
Do you offer delivery outside of Canada?
From our website, we offer delivery throughout Canada and the United States. International shipping is also available! To arrange this, please contact us at info@olieteve.com.
Is it possible to pick up my package directly at the salon?
Yes. It is possible to select the in-store pickup option for online orders.
Orders
I want to modify my order to add or remove a product, how do I do that?
Once an order is completed and shipped, it cannot be modified. If your order is still awaiting shipment, you can email us at info@olieteve.com and our team will do everything possible to intercept the order and make the necessary changes.
I entered the wrong delivery address, what should I do?
Write to us as soon as possible at info@olieteve.com. We will attempt to intercept your package before it is shipped to correct your address. If the package has already been shipped, it is no longer possible to make any changes or corrections to the address. If the postal service is unable to complete delivery due to the error, the package will be returned to us. We will contact you at that time to arrange for reshipment. Please note that reshipping costs are not covered by us.
I received my order, but there was an error. What should I do?
We sincerely apologize! Mistakes happen, and you may have received a different product than the one you ordered, or an item may be missing from your order. Please email us at info@olieteve.com and we will rectify the situation as quickly as possible.
The product I would like to order is no longer in stock, when will it be available again?
No more excuses for missing out on getting your hands on that product you've been wanting! Receive an email alert as soon as the product you're looking for is back in stock. Simply sign up for the alert under the product name.
Payment and invoicing
I noticed there's a new promotion running. Is it possible to apply the promotion to the order I placed a few days ago?
Unfortunately, no. Offers and promotions are not retroactive to orders that have been placed in the past.
Can I use a gift card to pay for my order, or is it possible to buy a gift card?
Absolutely. You can use gift cards to pay for your order. Simply select the payment method: gift card payment.
Returns and exchanges
How can I return or exchange a product?
We hope your purchases meet your expectations and needs. If you are not completely satisfied with your purchase, please contact us promptly at info@olieteve.com. To view our full return policy, please click here.