frequently asked questions
- What are your shipping and handling charges?
We hate paying shipping and handling charges, too, so we do everything we can to keep these costs down. Unfortunately, shipping costs have skyrocketed in recent years, especially for international shipments.
Charges are based on the number of items ordered and the country to which the order is shipped. You can review our complete shipping and handling schedule for details.
- How do you ship orders?
All orders ship via US Postal Service or UPS. The shipping method is determined by the number of items in the order.
Orders including one to three items shipping within the United States use a service called UPS Mail Innovations. With this service, UPS carries the package to the US Postal Service regional sorting facility nearest the address of delivery and transfers the package to the Postal Service for delivery to the final address. This service provides faster delivery, better reliability, and more detailed status tracking than regular First Class mail at the same cost.
Orders including four to ten items shipping within the United States use Priority Mail. Orders for more than ten items ship via UPS Ground.
Orders of up to 15 items going outside the United States ship via UPS Mail Innovations International. Final delivery is made by the postal service in the country of receipt. Orders of more than 15 items ship via Priority Mail International.
- When will my order ship?
All orders are shipped within one business day. Orders placed Monday through Friday before 3:00 PM ET usually ship the same day. You will receive a shipping confirmation email when your order ships.
- How long will it take for my order to arrive?
Please allow seven days for delivery to US addresses. Due to customs inspections in the country of receipt, more time is required for delivery to addresses outside the United States. We find most orders arrive within two weeks, but occasionally an order takes longer due to the amount of time it takes the package to clear customs.
- I live outside the United States. What do I need to know about orders shipping internationally?
Delivery time to your address can vary significantly depending on how long your package takes to clear customs in your country and the delivery performance of your country's postal service. We find that the majority of international orders arrive within two weeks, but occasionally an order takes longer. We do not consider an international package to be lost in transit until four weeks have passed from the date of shipping. International orders are almost never lost in delivery. But they can take some time to arrive.
Status tracking on international shipments is only available on orders of more than 15 items that ship via Priority Mail International.
All orders are shipped with a reported customs value showing the full retail price of the items in the order. Any discounts or coupon codes used are not reflected in the reported customs value. We are not able to change this. You are responsible for any customs and import duties imposed by your local customs service. Every country has different customs policies. If you have questions on this, please contact your local customs service.
- What is your return policy?
If you bought an Oliver + S pattern from a retailer, please contact the store for its return policy. Paper patterns purchased on our web site may be returned for a full refund of the purchase price (minus shipping charges) within 30 days if accompanied by the sales receipt and if the pattern has not been opened. (Sorry, patterns are like toothpaste. Once they're out of the tube there's no getting them back in.) Return costs are at your own expense. Please ship your return via a traceable delivery method for proof of shipment and delivery. Contact us for a return authorization and shipping instructions. There are no refunds or exchanges on digital patterns.
- I've purchased some digital patterns from you over the last couple years. My hard drive just crashed, and I lost the files. Can you send me new copies of all of them?
So sorry about that. We hear from people in this situation more often than you would imagine. Because of the volume of orders for digital products we process and the support requests we receive, we have developed our digital product policy. Please review that to find an answer to your question.
- I would like to purchase a gift certificate. How does that work?
Visit the gift certificate section of the Oliver + S shop to make your purchase. Add a gift certificate to your shopping bag and check out. Once your order is completed, you will be emailed a sales receipt which contains a gift certificate code. You may then provide that code to your receipient with one of the gift certificate templates we have on the site or by any other method of your choice. Please note that the website will not automatically notify your intended recipient that a gift certificate has been purchased. You must do that yourself.
- I was given a gift certificate. I used a portion of the value on a previous order. Is there any way I can check the remaining balance?
Yes, there is. This page will allow you to do that. To check the balance, you must know the gift certificate code.
- I was given a gift certificate, but I can't find the code now. Can you look it up for me?
Unfortunately, no. Since we do not maintain records of who receives gift certificates after they are purchased, we can't provide lost codes to gift certificate recipients. We can, though, assist the original purchaser of the gift certificate if a request for a code lookup comes from the same email address as was associated with the original order.
Website Security and Privacy
- How do you treat my personal information?
Like we would want our own treated, of course. We never share the personal data you provide on our website. Additionally, the website offers a secure shopping environment that is in full compliance with the Payment Card Industry Data Security Standard (PCI DSS). The site undergoes regular, rigorous audits to ensure that it remains compliant with the PCI DSS.
Yes. If you're interested in the details, you may review it.
- Where did the name Oliver + S come from?
When she was younger, Liesl's daughter (whose nickname is S) had a playmate called Oliver. The brand was named after them.
- Why paper dolls?
Who doesn't love paper dolls? We thought they would be an innovative yet traditional way to show the designs and to make the packaging fun, and the response to them has been amazing! We plan to release new dolls on a regular basis, so be sure to watch for them.
- How can I get copies of the paper dolls?
Every paper pattern ships with a five-inch-high paper doll and outfit.
- Who creates your paper dolls?
Our paper dolls are illustrated by Dan Andreasen, a wonderful artist who is represented by Shannon Associates.
- Can I download images to display in my store or on my web site?
We are happy to share our images for promotional purposes. Please contact us for specific information and for high-resolution images, if desired.
Boutique Sewer Program
- May I make and sell items from your patterns?
We are pleased to have launched the first program in the industry that allows boutique sewers to use our patterns for making and selling individual garments. Details of this innovative program are available in the boutique sewer program section of the website.