FAQ

Last updated: October 11, 2026

When will my order ship?

Please allow up to 5 business days for order processing. We do not process or ship on weekends or national holidays. Carrier transit time is additional.

How can I track my order?

You will receive an order confirmation after checkout and a tracking email when your order ships. Please allow approximately 24 hours for tracking updates to appear. You can also use our Track Order page.

What is your return policy?

For voluntary change-of-mind returns, contact us within 7 days of delivery to request a return of an unused, unwashed, undamaged, full-price item with original tags attached and original packaging intact. Returns and store credit depend on inspection of the item after receipt. Approved returns receive store credit via an Ollie & Jo gift card, less a 10% restocking fee calculated on the purchase price of the approved returned items after any discounts. Sale items are final sale, and we do not offer exchanges. These rules do not limit mandatory consumer rights. Defective or incorrect goods are handled separately; verified store errors and product defects are not subject to a restocking fee or customer-paid return or resend shipping.

Please read our Return and Refund Policy for all requirements, fees, and instructions before sending an item back.

Returns that fail inspection

If an item is worn, washed, damaged after delivery, missing its original attached tags, or missing its original packaging, it may be declined and no store credit will be issued. The 10% restocking fee applies only to approved returns; it does not make an ineligible item eligible.

If your return is declined, we will email you with the reason and photos documenting the item’s condition. If you would like the item sent back to you, you are responsible for the cost of shipping it back. We will provide the shipping cost and arrange payment with you before resending the item.

Can I cancel my order?

Contact us within 24 hours of placing your order. We can cancel only if your order has not yet been processed. The 24-hour window does not limit legally required cancellation or refund rights. If we cannot ship within the promised time, you may consent to the delay or cancel affected unshipped items for a full refund to the original payment method. See our Return and Refund Policy for details.

What if my package is delayed, damaged, or missing?

Check the carrier’s tracking information and contact us with your order number and tracking number. For a damaged or incorrect item, please include photos so we can review the issue.

How do I contact you?

Email contact@ollieandjo.com or use our Contact page. Please include your order number if you have one. Customer service hours are Monday–Friday, 8 AM–5 PM Pacific Time.

How do digital gift cards work?

Purchased gift cards are delivered by email, do not expire, and have no inactivity or service fees. Cash redemption is available where required by law; California gift-card balances under $15 are redeemable for cash on request. Credit issued for a voluntary return is governed by our Return and Refund Policy and applicable law.

How do I manage privacy choices?

Use Cookie Preferences for optional cookie choices and Your Privacy Choices for sale/sharing or targeted-advertising opt-outs where available. Email privacy requests to contact@ollieandjo.com.