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

30 Day Change of Mind 

We want to make sure your art is perfect for your home! If you have received your artwork and any of the following apply;

  • have then changed your mind
  • have ordered an incorrect size
  • require any colour alterations to better suit your space

You can return the art to us within 30 days for a store credit or exchange (see exclusions below). 

If the value of your original full-priced product ordered is more than the value of your new product, you will receive a store credit for the difference.

The returned product must be unused, in its original condition with original packaging, and otherwise in a condition enabling us to sell the product as new.

The purchaser will be responsible for paying postage & tracking costs associated with returns under this policy unless a prior agreement is reached.

Orders are unable to be cancelled, exchanged and refunded if you have purchased a product with a discount code, promotional offer, currently discounted or on-sale please refer to the below exclusions policy.


Exclusions:

Returns & exchanges are strictly available only on full-priced framed art, framed canvas, unframed art prints & posters (Policy excludes any and all sale, promotional offers, reduced price product, VIP trade / commercial pricing or bulk discounted and bundle offers).

Due to the custom made nature of some wall decor products there are no returns, refunds or exchanges on the following: Wallpaper, wall murals, decal or custom art products like family photos - all sales are final on these items. We strongly recommend following our detailed 5 step wallpaper ordering process, including purchasing a sample.

Returns procedure

In order to take advantage of your rights under this returns policy, you must initially inform us of your intention to return or exchange. Please email help@oliveetoriel.com to organise this.

Any product returned to the wrong address will be considered not received and no store credit will be granted.

Olive et Oriel are not responsible for lost packages or items that are damaged in return shipping, we strongly suggest you pack all items carefully and track all items when posting.

Please include full name and order number to avoid any delays in processing your return.

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.

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.

In the unlikely event that your artwork arrives damaged in any way, we will replace it. Please contact us within 7 days to organise your replacement.

You will be required to provide photos of:

• All external damages to packaging

• Damages sustained to the product

Please email photos through to returns@oliveetoriel.com along with your order number, name and a phone number.

For more information

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

Please always contact Customer Care on 0497 453 519 prior to placing your order if you are unsure about your purchase.