Purchasing Policies

To avoid future disappointment, please ensure you have read and understand the below policies prior to ordering. Some orders are unable to be cancelled and may incur a fee should you wish to do so. Kindly note that Olive et Oriel has zero tolerance to anyone who displays aggressive, threatening behaviour towards an Olive et Oriel team member or the Olive et Oriel company. Our team are here to help, however will stand by business practices - to avoid future disappointment kindly review the policies below.

It is up to you, the purchaser to ensure you have read and understood the below policies prior to placing your custom made oliveetoriel.com order.

Purchase Policy

By ordering from oliveetoriel.com you agree to the following:

It is upon the purchaser to ensure all Olive et Oriel product(s) are suitable for the location and wall it is to be installed based on all information provided within the detailed product information pages available to you on oliveetoriel.com. (Remember, you can always call our team to discuss any queries you may have prior to placing your order).

While every effort is made to ensure accuracy of colour throughout our professional printing and quality control process, we cannot control local device settings on purchaser screens, mobile phones or other devices. 

For further detailed information, or if unsure about the product you are ordering we recommend you contact Customer Care prior to placing your order.

International Orders (outside of Australia) duties and taxes are the responsibility of the recipient and must be paid by the recipient. 

Purchasing from oliveetoriel.com means you have read, understand and agree to all terms and conditions of the product and as stated in the policies within this page on the oliveetoriel.com website, if unsure you have spoken to an Olive et Oriel representative.

To initiate a return please read the below policies and send required information to: returns@oliveetoriel.com

Returns & Exchange Policy

At Olive et Oriel, we are dedicated to ensuring your chosen artwork perfectly complements your space. We recognize that preferences and needs can change, which is why we offer a flexible returns policy on artworks.

Eligibility for Returns:

If you find that your artwork or frame does not meet your expectations for any of the following reasons, you may return it within 30 days for a store credit or exchange:

• Change of mind
• Incorrect size selection
• Need for color alterations to better suit your space
• Color discrepancies between our frames and your device's display, due to device settings, and natural variations in timber, which are not considered defects, are treated as a change of mind return.
• Artistic style and elements do not align with personal expectations (refer to our Artistic Perspective Returns Policy)

Return Conditions:

• The returned artwork must be in its original, unused condition, including packaging, to ensure it can be resold as new.
• The purchaser is responsible for covering all postage and tracking costs for returns, unless a prior agreement has been made.
• Store credit will be issued for the difference if the original full-priced product ordered is more expensive than the new product chosen.

Exclusions:

• This policy applies only to full-priced framed art, framed canvas, unframed art prints, and posters. It does not apply to sale items, promotional offers, discounted products, VIP trade/commercial pricing, bulk discounts, or bundle offers.
• Custom-made items such as wallpaper, wall murals, decals, or personalized art products like family photos are final sale and not eligible for return, refund, or exchange.

How to Initiate a Return:

1. Notification: To begin the return process, please notify us by emailing help@oliveetoriel.com with your intention to return or exchange an item.
2. Correct Address: Ensure the product is returned to the address provided by our customer service team. Returns sent to the wrong address will not be credited.
3. Packing and Shipping: We recommend packing all items securely and using tracked shipping. Olive et Oriel cannot be held responsible for lost or damaged items during return shipping.
4. Identification: Please include your full name and order number with the return to avoid processing delays.

Important Notes:

• Orders cannot be cancelled, exchanged, or refunded if purchased with a discount code, promotional offer, or if the item is currently discounted or on sale.
• We strongly advise following our detailed 5-step wallpaper ordering process, including purchasing a sample, to ensure satisfaction with custom wall decor products.

Our goal at Olive et Oriel is to make the process of finding the perfect art for your space as seamless and satisfying as possible. Should you have any questions or require assistance with your return, our dedicated customer service team is here to help.

At Olive et Oriel, we celebrate the diversity and uniqueness of each artwork offered on our website, crafted by talented artists who bring their vision to life through various styles and techniques. Our commitment is to ensure that every piece of art you purchase enriches your space and resonates with your personal aesthetic. Recognizing the subjective nature of art appreciation, we extend our Artistic Preference Return Policy to our customers.

30-Day Personal Preference Return
Should you feel that the artwork you've received—while not defective—does not align with your personal taste due to artistic choices such as the focal range, intentional blurring, film grains, illustrated effects, or other enhancements, you are welcome to return the artwork within 30 days for a store credit or exchange.

Artistic Characteristics
- It is essential to acknowledge that the artworks available on our platform, including variations in focus, artistic blurring, texture effects, and other creative decisions, are intentional artistic choices by the artists. These elements contribute to the uniqueness and artistic value of the work and are not considered defects.
- Our policy caters to returns based on personal preference and interpretation, acknowledging that what might not align with one's taste can be a deliberate expression of the artist's vision.

Return Conditions:
- Artworks must be returned in their original, unused condition with all packaging intact, ensuring they are in a resellable state.
- The purchaser is responsible for all return postage and tracking costs.
- This policy applies to full-priced items only, offering a store credit or exchange for the artwork. If the new item chosen is of lesser value, the difference will be issued as a store credit.

Exclusions:
- Returns based on artistic perspective are limited to full-priced framed art, framed canvas, unframed art prints, and posters.
- Items purchased with a discount, as part of a promotion, on sale, or custom-made products like wallpapers, wall murals, decals, and custom art are not eligible for return under this policy.

Olive et Oriel's Artistic Perspective Return Policy is designed to respect the subjective nature of art appreciation while ensuring our customers have confidence in finding artwork that truly speaks to them. We encourage thoughtful consideration of each purchase, understanding that the distinct elements of each piece reflect the artist's intent and contribute to the artwork's unique beauty.

There is a significant amount of production time, resources and materials that go into producing all products available on oliveetoriel.com. This policy is not able to be altered due to production, administration and environmental management factors.

Framed Art Prints & Framed Canvas

  • If your order has been printed and/or framed: Due to the custom made nature of art prints and framed artwork, should you wish to cancel you will incur a service & administration surcharge of AUD $30.00 per artwork (regardless of size). This fee will be deducted from your original order should you wish to proceed with the cancellation.
  • If your order has not yet been printed and/or framed: If you wish to cancel your framed art order, prior to any production having commenced there will be a AUD $15.00 administration fee for the cancellation. This fee will be deducted from your original order should you wish to proceed with the cancellation, all other monies associated with the order will be refunded in full within 5-10 business days.

If your order has already been shipped, you will need to review our Returns Policy.

Unframed Art Prints

  • Due to the custom made nature of unframed art prints that have or have not yet been printed that you wish to cancel will incur a service & administration surcharge of AUD $5.00 per unframed art print (regardless of size). This fee will be deducted from your original order should you wish to proceed with the cancellation, all other monies associated with the order will be refunded in full within 5-10 business days.

If your order has already been shipped, you will need to review our Returns Policy.

Wallpaper

  • If your wallpaper order has been printed: Due to the custom made nature of wallpaper (where your order has been created & printed and not yet shipped) that you wish to cancel will incur a service & administration surcharge of 10% of the order value, per wallpaper (regardless of size). This fee will be deducted from the cancelled product ordered.
  • If your wallpaper order has not yet been printed: If you wish to cancel your wallpaper order, prior to any production having commenced there will be a AUD $20.00 administration fee for the cancellation. This fee will be deducted from your original order should you wish to proceed with the cancellation.

If your order has already been shipped, you will need to review our Returns Policy.

Decals

  • If your decal order has been printed: Due to the custom made nature of wall decals (where your order has been printed and specially cut and not yet shipped) that you wish to cancel will incur a service & administration surcharge of AUD $10.00 per decal set. This fee will be deducted from your original order should you wish to proceed with the cancellation.
  • If your decal order has not yet been printed: If you wish to cancel your decal order, prior to any production having commenced there will be a AUD $15.00 administration fee for the cancellation. This fee will be deducted from your original order should you wish to proceed with the cancellation.

If your order has already been shipped, you will need to review our Returns Policy.

This policy ensures that we can maintain our commitment to quality and sustainability while managing the implications of cancellations on our production and administrative processes. We appreciate your understanding and cooperation.

We are committed to providing our customers with the absolute best quality products and services. All artworks are professionally printed and framed in Australia by Olive et Oriel. This ensures a strict quality control process is adhered to on every order.


Lifetime Guarantee

All artworks are printed in Australia utilising full photolithograph inkjet nozzle engineering with 12-colour all pigment inks, which are designed specifically for producing high-end professional fine art prints with absolute colour accuracy. 

We believe in our new & improved professional printing & framing process so much we're willing to offer you a lifetime guarantee on all framed artworks purchased from 2021 onwards against fading or discolouration. If you feel your artwork has faded or desaturated - we will replace it.

You will need to provide clear, well-lit photos for assessment.

Shop safe with Olive et Oriel. 

Disclaimer: Due to our improved framing methods, this offer is only valid on artworks professionally framed by Olive et Oriel purchased from January 2021 onwards. And excludes sale or discounted products.

At Olive et Oriel, we take great pride in the quality and integrity of our artwork. We are committed to ensuring that your art arrives in perfect condition and enhances your space as intended. In the rare instance that you receive artwork damaged during transit, we are prepared to offer a replacement in line with the following guidelines.

Reporting Damage:

• Should your product arrive with any damage, please inform us within 7 days of receipt to facilitate the organization of a replacement.
• Documentation Required: You will need to provide photographic evidence of the damage, which includes:
• Clear, well-lit photo of front and back of product including any damages in these images.
• Photo of external packaging.
• Please submit the necessary images using the form provided below. Incomplete submissions, missing the required images, may lead to delays in addressing your inquiry effectively.

Artistic Elements and Damage:

It is important to distinguish between damage and the unique artistic elements that define each piece. Variations such as the artist's intentional focal range, blurring, film grains, and illustrated effects do not constitute damage. These artistic decisions are integral to the artwork's character and are covered under our Artistic Perspective Returns Policy, rather than being eligible for damage replacement.

Post-Opening Damages:

Please note that Olive et Oriel cannot absorb responsibility for damages sustained after the artwork has been opened or during the hanging process. We encourage careful handling and following our guidelines for installation to prevent such situations.

Replacement Process:

Upon review and approval of your damage claim, we will initiate the process for replacing your artwork. We strive to make this process as smooth and expedient as possible, ensuring that you can enjoy your chosen piece without undue delay.


Our goal at Olive et Oriel is to provide artwork that not only meets but exceeds your expectations. We understand the importance of receiving your artwork in pristine condition and are here to support you in the event of transit-related damages. For any further questions or clarifications, please do not hesitate to reach out to our customer service team.

For more information

By making a purchase through www.oliveetoriel.com, you acknowledge and accept our comprehensive policies regarding purchases, returns/refunds, shipping, cancellations, and all related disclaimers.

We strongly encourage you to reach out to our Customer Care team at 0497 453 519 should you have any questions or require clarification on any aspect of your potential purchase. Our priority is to ensure your confidence and satisfaction with every transaction.