frequently asked questions

Digital Products

I just bought a digital pattern, but I can't download the file. Can you help?

Usually this is caused by an issue with your computer rather than a problem with the download link. Try these two suggestions to help start your download. One of them is sure to work for you.

I've tried printing the file I downloaded, but the test square is not printing to the correct scale. How do I fix this?

This issue occasionally occurs when someone prints from a PDF viewer other than Adobe Reader (for example, the built in PDF viewer provided with Apple products). If you run into this issue, printing the file with Adobe Reader will fix it. Download a free copy of Adobe Reader, install it on your computer, and then open the file from within the application. Your pattern should print correctly to scale now.

I've purchased digital patterns from you over the last few 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.

Order Shipping

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 weight of the order and the country to which it is shipped. You may preview the shipping charges on an order by clicking the "Estimate Shipping" link at the bottom of the shopping bag page.

How do you ship orders?

All orders ship via US Postal Service or UPS. The shipping method is determined by the weight and destination of the order.

Orders weighing less than 13 oz. shipping within the United States use a service called UPS Mail Innovations. We refer to this as our "Standard Shipping" method. 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 weighing more than 13 oz. shipping within the United States use either Priority Mail or UPS Ground. We refer to this as "Parcel" delivery.

Orders of up to 4 lbs. going outside the United States ship via UPS Mail Innovations International which we call "Standard Shipping." Final delivery is made by the postal service in the country of receipt. Orders weighing more than 4 lbs. 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.

Will I get a tracking number once my order ships?

All orders shipping to US addresses will receive a tracking number. Orders shipping to addresses outside the US via Priority Mail International will receive tracking numbers as well. Orders of less than 4 lbs. shipping outside the US via our Standard Shipping method (i.e., UPS Mail Innovations International) do not receive tracking numbers.

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 to three 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 to three 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 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.

Returns

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. Return costs are at your own expense. Please ship your return via a traceable delivery method for proof of shipment and delivery.

Please contact us prior to shipping your return to obtain a return authorization number and shipping instructions.

There are no refunds or exchanges on digital patterns.

Gift Certificates

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) to keep your payment information safe. The site undergoes regular, rigorous audits to ensure that it remains compliant with the PCI DSS.

Do you have a privacy policy?

Yes. If you're interested in the details, you may review it.

Domesticated Animals

Do you like dogs and cats?

Of course we do! We like sheep and goats too. But not as much as we like dogs and cats.

Company Name

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.

Paper Dolls

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.

Who creates your paper dolls?

Our paper dolls are illustrated by Dan Andreasen, a wonderful artist who is represented by Shannon Associates.

Images

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.