Shipping & Returns

How do I place an order?

You may select the desired product and “ADD TO BAG”. You can continue shopping, or “VIEW BAG” and then “PROCEED TO CHECKOUT”. At checkout, you can either log into your account, create an account or checkout as a guest. For additional assistance, please email customercare@oliviapalermo.com.

How fast will my order be processed? 

All orders placed before 12PM (on weekdays) are processed within 2-5 business days after the order is placed. Business days are Mondays through Fridays, excluding holidays. Please note that we do not process or ship orders on Saturdays and Sundays, nor on the following US Federal Holidays:
  • New Year’s Eve
  • New Year’s Day
  • Martin Luther King, Jr. Day
  • President’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day
Orders placed on these days will be processed the following business day. Delivery is dependent on the carrier and can be subject to weather delays. 

Are duties and taxes included in my order? 

For orders placed with delivery within the United States, there are no duties but sales tax is calculated at the time of checkout. For orders placed with delivery outside of the United States, duties, taxes, and shipping are calculated at the time of checkout.

Can I cancel or modify my order? 

All orders are processed and completed as quickly as possible. If you have any modification requests or need to cancel, please contact customercare@oliviapalermo.com after placing your order. We cannot guarantee that we will be able to cancel or modify orders, but we will try our best to accommodate all requests.

What do I do if I have received my order and an item is damaged? 

We are glad to help with damaged items. Please email pictures, a brief description of the damage, the order number, and your shipping information to  customercare@oliviapalermo.com. We will follow up with next steps within 1-3 business days. In some instances, we may require the physical return of a damaged product so that the proper accommodation can be appropriately evaluated.

How is my payment information saved? 

OliviaPalermo.com does not store any of your credit card or payment information on our website. All customer payment information is managed and processed by Shopify. For more information, please visit here.

What US shipping options do you have? 

We offer FedEx Ground® Economy, FedEx 2Day® and FedEx Priority Overnight® shipping. We offer free ground shipping for orders over $60. 

Do you ship internationally?

Yes, we ship internationally. Please see the select countries and territories in the section below for information on where we ship to.

 What international shipping options do you have? 

 All international orders are shipped through Passport, our secure third-party partner. Passport has a global network of local carriers that will deliver your package safely and quickly. Shipping rates for international orders are calculated at checkout.
International orders will be fulfilled within 10-17 business days after they are placed. Please note delivery times may take longer due to local customs clearance processes. Once the order has shipped, the tracking page will have an estimated delivery date that will be updated as your shipment progresses.
Due to COVID 19's impact on international shipping and operational issues being experienced by carriers, estimated transit times may change.

Do I have to pay duties and taxes? 

 Duties and taxes for international orders are collected at checkout. Shipping orders Delivered Duty Paid (DDP) avoids your package being held by customs.
Please note that duties and taxes assessed by customs vary by country and product. You pay guaranteed landed costs at checkout so no additional fees are due upon delivery.

What countries and territories do you deliver to?

We deliver to the following countries and territories:
  • Australia
  • Austria
  • Belgium
  • Bulgaria
  • Canada
  • Croatia
  • Republic of Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Hong Kong
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • United Kingdom
  • United States
If we do not ship to your country, please check our online retailers list.  

Do you deliver to PO boxes?

We do not deliver to PO boxes. Please provide a non-PO Box address for a shipping address. 

What do I do if my tracking number says my order is delivered but I cannot find it? 

If your package has not arrived on the desired delivery date, please contact the carrier to open a trace ID number. Once you have a trace ID number, please contact us at customercare@oliviapalermo.com with the trace information. We will follow up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to 2 weeks to replace lost merchandise while we investigate with the carrier. Our team is not responsible for lost packages reported more than 3 weeks past the delivery date.

What is your Returns & Exchanges policy? 

Returns and exchanges can be made within 30 days of purchase. Please note that we only accept returns or exchanges for damaged products, delivery of wrong products, unopened or unused products. To initiate a return or exchange, please reach out to customercare@oliviapalermo.com.
We are glad to help with damaged items. Please email pictures, a brief description of the damage, the order number, and your shipping information to  customercare@oliviapalermo.com. We will follow up with next steps within 1-3 business days. In some instances, we may require the physical return of a damaged product so that the proper accommodation can be appropriately evaluated.