Frequently Asked Questions
How do I change my password?
Go to the top of web page and LOGIN, click on MY ACCOUNT and select MY PROFILE. You will then be able to amend your details.
I can't remember what I purchased from you last time, how can I check this?
Go to the top of web page and then select MY ACCOUNT you will then see an option for ORDER HISTORY, select this option to view all of your past orders.
OVERSEAS RETURNS - How do I return items if I am outside of the UK?
Please do not return any items by Courier. Courier Services will not deliver to PO Box address. If you return items by Courier they will not be delivered and will be returned to sender. We would recommend returning any items by standard mail or standard airmail if you are outside of the UK.
Mark your package as clearly as possible RETURNED GOODS. The address your parcel needs to be returned to is: Clara Olivia , PO Box 284, Congleton, Cheshire United Kingdom CW12 2WP.
Do you offer free returns?
At this point in time we do not offer free returns. All returned items need to be securely packaged and paid for by the customer. We would prefer to offer discounts on products and keep our prices competitive rather than offering free returns. This way every customer benefits from our service.
Where can I find the returns information if I need to return goods? Our returns policy is shown clearly under the Delivery and Returns section which can be found at the bottom left corner of the home page.
Do you accept payments over the phone?
We do not accept payments by telephone, all payments must be made online. Our system is a secure online payment system. We offer Sagepay or Paypal to process your payments. If you are having trouble using the website, please contact a member of the team on firstname.lastname@example.org and we will be happy to help.
I have not received my order - what should I do?
We send all orders by first class recorded delivery within the UK (if over £30) and Internationally Signed for Delivery outside of the UK. We have very few items that go astray in the postal service but on a few occasions Royal Mail have been known to take items back to the sorting office without leaving a card to say they have tried to deliver the goods. Please check with your local sorting office if the order has exceeded the 2-3 working days delivery time (UK) and 14 day (International). If the order still doesn't arrive please contact us and we will investigate email@example.com
Can my order be sent by Special Delivery?
We will happily upgrade your order to Special Delivery at a cost of £6.95 providing the items are in-stock.
In order to receive delivery the next working day, you need to contact us firstname.lastname@example.org before 2pm. Please note that the Royal Mail Special Delivery is a NEXT WORKING DAY service so if your order falls on a Friday the next working day will be Monday. UK customers only.
Why dont you have a customer service telephone number?
We provide all of our customer service online as this helps us to keep track of customer contact. It also helps us to keep our products competitively priced. Our online customer service is provided from 8.30am - 7.30pm Monday - Sunday. We endeavour to reply to customer enquiries promptly.
Are all of the products on the Clara Olivia site instock?
Yes, the vast majority of the products on our site are instock. If an item is out of stock we will contact you and advise of delivery timescales.
Where can I find product care?
All product care information and washing information can be found on the label of the products. Please ensure you carefully read the manufacturing label of the garment before washing any items. Some lingerie and swimwear is hand wash only.
Are all of your prices in UK Pounds and Sterling?
Yes, but you can convert our prices to either Euros, US Dollars, Canadian Dollars or Australian Dollars by selecting the currency converter which is situated in a drop down key at the top of the home page.