Help & Customer Support

Help Center

We know right now our worlds have been turned upside down, and our heartfelt thoughts go out to everyone around the world - as the global community that we are, we are all in this together. We hope, more than anything that you and your families are safe and in good health.


We are pleased to let you know that whilst ensuring strict guidelines are being followed, Olive et Oriel is operating as normal - with our top priority being the health and safety of our team, our customers and our community.


Our Team:

- We are following and abiding by the government's regulations on isolation and social distancing in both our personal and private lives ensuring we are doing our part as a team to contribute to the health and safety of our community.

We are incredibly grateful of your ongoing support as we navigate through this ever-changing, challenging time as a small business.  

We are pleased to advise we are currently shipping our high quality products within 24hrs.

We aim for next day shipping on all orders placed between Monday and Friday (excluding public holidays)


Please know, we are right here with you all through this - may we all be kind to each other, to ourselves and do our best to uplift and inspire each other through this unique time in our lives.


Sending love,

Teigan, Michael and the entire Olive et Oriel team x





Please choose carefully, as unfortunately due to the fragile and custom made nature of our product, we don't offer refunds for change of mind or wrong decisions.

We will authorise a refund or online store credit if we are unable to replace or fix faulty products. 

Olive et Oriel take special care in packaging of all artworks and wallpapers in order to ensure a safe transit from us to you, however in the unfortunate circumstances where an item arrives faulty or broken please notify us immediately and once reviewed (we will require photos of packaging and product) we will help in arranging a replacement or repair for you.

Please email relevant photo(s) through to help@oliveetoriel.com or call us on 0497 453 519 immediately after receiving any damaged or incorrect artworks so we have the issue resolved for you.

 

We are incredibly pleased to say that shipments worldwide are operating as normal, however some may be slightly delayed based on external courier services. We are grateful that governments worldwide recognise that couriers are an 'essential service' in allowing online purchases to move from us to you.


We recommend that express shipping is selected at all times to ensure a fast transit to you, as we cannot guarantee if anything may change in the future (or even tomorrow) in terms of the courier and 'essential services' label.


We are so grateful for your continued support of Olive et Oriel and we aim to continue to bring your home styling inspiration and uplifting designs throughout this challenging time.

All our love,

Teigan, Michael & the Olive et Oriel team x

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". 

Then simply follow the instructions by providing us with delivery information and select payment method the for goods (we accept PayPal, AfterPay, Zip, Apple Pay and all major credit cards).

Once your order has been received it will be placed automatically into our printing queue, we will ship your package within a couple of business days (under normal circumstances, kindly note that sale periods (and Covid restrictions have affected our normal turnaround time may take longer) once it has undergone our final quality checks. If your purchase doesn't pass our final quality check, we will have the artwork reprinted and reframed (if framing was selected), this may incur a slight delay however we want to ensure you receive only the highest quality products from Olive et Oriel and they must pass our strict control standards before they are packaged.

Please choose carefully as unfortunately due to the fragile and custom made nature of Olive et Oriel products we are unable to offer a refunds or exchange on change of mind or wrong decisions.

Our support team is always happy to guide you at any step!


You can select your preferred payment method at checkout.

  • We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal. 
  • We also accept AfterPay & ZipMoney

Note that additional exchange fee may apply if your currency is other than AU dollars.

Please choose carefully, as unfortunately due to the fragile and custom made nature of our product(s) we do not offer refunds / returns or exchanges based on changed of mind, wrong decisions, incorrect choice or any other means. 

Unfortunately once an order has been placed, we are unable to accommodate any changes due to our production methods.

We do however offer a 100% guarantee that our products will arrive in perfect condition, or we will replace it*

*You must contact Customer Care within 48hrs of delivery and provide clear photographs of the product and packaging for review. Unfortunately once this time has lapsed, we are unable to assist.

Once reviewed and if deemed damaged by delivery, we will arrange a replacement for you. We will authorise a refund or store credit if we are unable to replace or fix a faulty product. We are not liable for damages sustained during hanging of your product(s).

As we are online only, the above are our methods and policies for reviewing any damages sustained during delivery. 

All products are artistically designed & edited, and printed from the same design files we advertise online if you have any queries about a particular design on our website, please contact customer care before placing your order.

Please always contact Customer Care on 0497 453 519 prior to placing your order if you are unsure about your purchase as once an order has been placed you have agreed to all terms, conditions, policies and disclaimers as listed within your purchased product page and your order is non-refundable.

Thank you

 

Hang with caution in any areas where there is a lot of moisture and direct sun-light, art in general doesn’t love these types of conditions. The condensation, humidity and steam from bath tubs, showers and kitchens area can be damaging and causing warping or rippling effects to print/poster inside your frame. It’s better to hang your art in places that have less moisture and more ventilation.


Hanging artwork near a front door also exposes it to a lot of light and fluctuations in humidity. Both of these things can cause warping, fading and rippling to the print.

Whilst all precautionary measures are taken, unfortunately we are unable to predict humidity and other circumstances in our customers homes.

Avoid using any chemicals on acrylic as you may damage the front of your Olive et Oriel frame. Instead, use a soft microfibre lint free cloth to very gently wipe over the face of the frame.

Framed art is professionally packaged to the best of our ability to avoid any damages on its journey from us to you. Whilst we package our artworks incredibly well, unfortunately at times a product may arrived damaged.

If you receive a damaged artwork, please just contact us and we will happily ship out a replacement.

You will need to email photos of the poster / framed artwork and it's packaging within 48hrs of receiving the goods to: help@oliveetoriel.com

We require the above information for assessment and insurance purposes.

Olive et Oriel offers a white border option on most artworks, this border will surround the outside of your chosen design whilst maintaining your selected poster size. We feel it can give artworks a more sophisticated look, however this is absolutely up to your personal preference and style.


Will choosing a white border make the design/photo smaller?
YES, it will make your chosen art design/photo smaller (as shown in the below example). We don't change the size of the poster you order.

Is the white border made of cardboard?
NO, it is an unprinted area surrounding your chosen design. It is part of the poster.

What if I want all my artworks to have the same size white border?

EASY! Just make a note at checkout and our print team can accommodate this for you. This must be selected prior to completing your order.





Still confused? Here's some more detailed information...

Olive et Oriel frames and posters do not come with a matt border insert (a cardboard type additional piece that sits between the acrylic and artwork itself; also known as a passe-partout or mountboard). Instead, we offer this 'white border' option on our product to obtain a similar look, without additional costs.

Adding a white border to your chosen design will not change your selected poster size. It will simply add a white border around the outside of your chosen design, whilst maintaining the final poster size you have selected. The design/photograph will however be made smaller to accommodate the border.

Kindly note, some artworks have various styles of white borders (you will see this in their advertised imagery). If an artwork has a unique border style which you would like to be standard in width the entire way around your chosen design please leave a note at checkout.

We recommend that you do not add a white border if the frame you have at home already has a matt border insert. 

Please call Customer Care on 0497 453 519 during business hours if you have any further questions prior to placing your order.

All small format frames (A5, A4, A3 & 40x50cm) will come with a simple hanging kit, you'll need to hand screw this into the solid timber backing of your frame. 


All medium to large format framed artworks & luxe frames will come with instructions and hanging kit (which you will need to affix, a small hand-held screwdriver is perfect for this.) allowing you to hang your artwork in either portrait or landscape. 

MDF sale frames come with pre-affixed black sawtooth tabs for hanging, do not attach a wire to these. Do not hang by the bracing wire that runs across the middle of your frame, this is not for hanging - it is to further brace your frames longer panels.


Please ensure you follow these instructions to ensure artwork is secure.

We advise you to consult with a builder or handy-man if you are unsure on how to hang artworks. 

Olive et Oriel is not responsible for any damages sustained to your artwork or home during or after installation.

Professionally printed using all-pigment aqueous inks consisting of 5 blacks and 5 colours producing incredibly high-quality colour and premium black and white artworks. Printed on matte fine art stock, milled from 100% sustainable forests maintaining ISO14001 environmental management system certification.

Olive et Oriel unframed art prints are non-reflective and are not glossy, and are also not made of canvas. They are commonly called a poster or print.

Unframed art prints from Olive et Oriel have been professionally and artistically designed, we utilise the same image in our advertising and marketing as we do for printing to ensure a 100% accurate visual of what you are purchasing. With this in mind, whilst we can completely control the colour and design of our artworks - it may appear differently on your phone or computer screen due to your local device settings. We recommend turning up your brightness and turning off any colour-altering settings to give a more accurate representation of our artworks.

Selecting 'Unframed art print' means you will receive an Olive et Oriel print/ poster that will have a soft matte finish per the above detailed specifications.

If you would like to receive your artwork framed, please ensure you select your required framing requirements.



Olive et Oriel can print our artwork in almost any size you require! If you don't see the size you're after, just get in touch - or, have a look here at some of the popular custom poster sizes our customers request often.


Please note: Adding a white border does not change the final size of your print or poster, the sized artwork (poster) selected will remain that size.

Olive et Oriel frames and posters do not come with matt border insert (cardboard type additional white insert), please select the white border option on our product to obtain this look visually.

This does not change the overall dimensions of your poster size - it will simply add a white border to your chosen design, whilst maintaining the size print or poster you have selected. 

We recommend that you do not add a white border if the frame you have at home already has a matt border insert. 

Please call customer care on 0497 453 519
 if you have any further enquires prior to placing your order.


All Olive et Oriel prints and posters are professionally printed using all-pigment aqueous inks consisting of 5 blacks and 5 colours producing incredibly high-quality colour and premium black and white artworks.

Printed on matte fine art stock, milled from 100% sustainable forests maintaining ISO14001 environmental management system certification.


Olive et Oriel prints and posters are non-reflective and are not glossy, and are also not canvas. Our prints and posters have a soft matte finish per the above specifications.

All small prints (A5 & A4 size) come protectively packaged in flat, strong mailers. Please take care on opening the packaging so as not to damage your fragile unframed artwork.

All posters come packaged in Olive et Oriels custom made industrial strength mailing tube, with the prints safely wrapped inside to avoid damages. 

Note: Small prints may be dispatched separately from posters, in a flat rigid envelope to avoid damaging their delicate nature.

Please refer to the detailed product information, disclaimer and purchase policy located within each Wallpaper product.


All orders are shipped within 24hrs of purchase* under normal circumstances.

Shipping destinations:

  • We ship both locally (Australia) and worldwide (duties & taxes may be incurred and are payable by recipient).
  • All Olive et Oriel products are shipped direct from Olive et Oriel Australia.

Shipping times:

Please note that all shipping times are a guideline only and any shipping delays via third party couriers are outside our control. We recommend you review your tracking regularly for updates.

  • Local orders on the East Coast of Australia are approx 1-3 business days to be delivered to you, whilst the Western Australia, NT, Tasmania & SA can take 5-8 business days.
  • We ship all orders within 24 business hours*, under normal circumstances. We may at times be able to offer same day shipping! (*under normal circumstances means, within Monday - Friday business hours of a standard week with the exclusion of public holidays / long weekends and peak sale periods like Black Friday, Cyber Monday, Boxing Day sales and/or if your product is held back due to quality control, we will reprint to ensure our high standards are met. During peak sale periods our standard turnaround time may be pushed out by an additional 4 business days).
  • International orders take 4-5 business days to be delivered via our express DHL courier.
  • Shipping times may vary depending on location, shipment method and other factors such as courier delays which are unfortunately out of our control.

Shipping costs:

  • Unframed prints, posters or wallpaper will have free shipping within Australia, this is a standard service and untracked. International unframed art shipping incurs a fee (along with duties & taxes payable upon delivery) and is shipped via our express, priority courier service - this service is fully tracked.
  • Framed orders will be charged for shipping depending on QTY and size of frames ordered. Full pricing will be displayed at checkout. 


International Orders
 (outside of Australia)
Olive et Oriel's express, fully tracked service is sent using our priority International courier for the fastest, highest quality shipping available. Duties and taxes are the responsibility of the recipient and must be paid by the recipient under any and all circumstances. By purchasing from Olive et Oriel, you agree to this. 
 
If damages have been incurred during shipping - Olive et Oriel will replace the artwork at no cost to you. Please contact us within 48hrs if this has occurred - you will be required to provide photos of external packaging and the damages of the product.

Olive et Oriel offers free standard untracked shipping on unframed art prints within Australia only, however this is only for the initial order. If an order is returned to Olive et Oriel due to an error in the customer entering incorrect mailing/address details, re-delivery fees are passed onto you, our customer for the reshipment to occur. Once printing has commenced orders are unable to be cancelled. Please double check you have entered the correct details before placing your order. 

 
Olive et Oriel is not responsible for shipping delays incurred by third party shipping and courier companies or customs, we wish we could be however sadly these things are out of our control.

 Purchasing from www.oliveetoriel.com means you agree and understand all purchasing, returns/refund, shipping policies and all disclaimer(s).

International taxes and import fees may be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

Duties and taxes will be the responsibility of the recipient, if applicable.

Please note that all shipping times provided in our Shipping Policy are an approximate time frame and any shipping delays are outside our control. Shipping time is additional to our processing time.

We recommend you review your tracking regularly for updates.

We welcome trade enquiries from everywhere in the world! Unfortunately we don't offer wholesale opportunities.


If you are interested in working with Olive et Oriel in an upcoming project, please apply here.


Please note that once an order is placed for a VIP / Trade account, it begins production immediately and as such, unfortunately we are unable to accommodate any changes to your purchase after the order is received. We appreciate your understanding.


Olive et Oriel offers everyday low pricing an incredibly fast turnaround time and 'buy now, pay later' options like AfterPay & ZipMoney.

Unfortunately we don’t offer discount codes for first time orders. We prefer to offer you everyday low prices, which allows us the ability to offer our customers our best price upfront (rather than increase the price in order to offer a discount.)

Please let us know if you find the same product, same quality (not on sale) cheaper elsewhere and we can discuss price-match.

Olive et Oriel offers everyday low pricing an incredibly fast turnaround time and 'buy now, pay later' options like AfterPay & ZipMoney.

Unfortunately we don’t offer discount codes for bulk orders. We receive bulk orders daily from our customers around the world who are furnishing their homes with our artworks - which is why we introduced everyday low prices. We would prefer to offer our customers our best price upfront (rather than increase the price in order to offer a discount.)

Please let us know if you find the same product, same quality (not on sale) cheaper elsewhere and we can discuss price-match.

Sale or promotional offer discount codes are applied in the right hand section of the checkout area on our website.

Once you have entered the code, click ‘Apply' and it will be deducted from your order total.

You will be able to check this underneath the item(s) as the discount value will have been removed and the price amended.

Discount codes (including those with trade accounts) are on an individual basis and cannot be used in conjunction with any other discounts, offers or on-sale / discounted / ‘bundle & save’ items. 

Olive et Oriel has no current discounts or promotional offers. Please visit our Shop the Look section for Bundle & Save deals. 

Promotional offers, discounts, discounted products and / or 'Bundle & Save' deals are not available in conjunction with any other discounts or offers. 

AfterPay (Shop Now & Pay Later) option available. 

Updated Privacy Policy to align Olive et Oriel with the General Data Protection Regulation (GDPR) (EU) 2016/679

Privacy Policy

1 Privacy commitment

Olive et Oriel Holdings Pty Ltd ACN 625 927 326 and its associated companies (“we”, “our” or us”) recognise the trust you are placing in us through your dealings with us. We do everything we can to maintain that trust. Our staff are employed on the basis that they will protect information about you. This is our corporate standard. Under law, your rights to privacy are also protected. Privacy laws place strict requirements on us to treat certain information collected as confidential, to store your information securely and to allow you easy access to check and correct your information.

2 Scope of our Privacy policy
Our Privacy Policy applies to the personal information we collect, store, maintain and use about you as our customers, visitors to our website, social media and other digital services, job applicants and members of the public. 

3 When do we collect information about you?
At times, we are required to collect personal information in the normal course of providing services for our customers.

These services apply across Our Brands and include:

◦ Accepting customer orders

◦ Processing online purchases and payments

◦ Registering an online account

◦ Maintaining client books

◦ Customer service (including social media channels such as facebook and twitter)

◦ Processing credit card payme