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HELP / FAQ

General Questions
Who is Olsen?

We are an international fashion label for self-assured women who want clothes that make them feel attractive, beautifully dressed and confident.

Our brand is available in more than 40 countries worldwide.

In our online shop we offer the world’s largest selection of Olsen clothes and accessories, with new fashion themes arriving every month.

In our online shop you can shop securely and conveniently from the comfort of your own home 24 hours a day.

What are Olsen collections?

We supply monthly information on the new trends reflected in our collections.

What values are important for Olsen?

Modernity – Value – Dependability
Our aim is to delight our customers by offering them clothes and accessories that are in tune with the latest fashions. We very carefully select the perfect styles, colours and quality to give you the best possible choice.

Find out more about Olsen and the brand by clicking on „Company” or „Brand” at the bottom of this page. Click here to visit our corporate website.

Do the products cost the same as in the shops?

We set the retail prices in our online shop so that they are identical to our stockists’ prices. However, we cannot rule out minor differences.

We often offer special prices in our online shop, for instance if you redeem a voucher to get a discount.

In our online shop the price shown at the time you place your order is valid and binding.

What advantages does the Olsen newsletter offer?

Our newsletter informs you regularly about the latest trends and new products, as well as showing great styling suggestions and announcing sale bargains and special offers.

Why not register now? Click here to subscribe for free.

Order
How do I place an order in the Olsen online shop?

In our online shop you can shop securely and conveniently from the comfort of your own home 24 hours a day.

From our main menu you can navigate to our different product worlds. Select menu item “Clothing” to open up an overview of our range which lets you search for the item you’re looking for. Once you’ve found a product you like, simply click on the picture to see all the details.

Please note that all prices are shown in GBP and are inclusive of VAT.

To place an item in your shopping basket, simply choose the colour you want and your size. Then click on the button “add to shopping basket”. Review your order carefully before placing it.

Click on “go to checkout” to place your order. You can choose between registering as an Olsen customer and ordering as a guest without registering.

As a new customer, you must first fill in the “Address” form with your billing address; please ensure that you have completed all the fields marked with an *. If you have already registered as a customer then simply sign in using your email address and your password for the Olsen site.

As a new customer, you must first fill in the “Address” form with your billing address; please ensure that you have completed all the fields marked with an *. If you have already registered as a customer then simply sign in using your email address and your password for the Olsen site.

On the “Summary” page you can review your details, make any necessary changes and finalise your purchase. Before you send off your order, please read through our general terms and conditions carefully. Each time you place an order you will be asked to confirm that you have read and accept these terms and conditions.

Can I order by phone?

No, this is not possible. If you have got any questions about your order, please send an email to service@olsen.co.uk

How does Olsen advise me?

We offer you advice at various pages on the website.

Product Details page - we describe each product individually. Go to the Product Details page at any time to find detailed information on fitting, materials and how to create and maintain the right to look.

Have you registered for our newsletter yet? Our free newsletter gives you regular updates about new trends, collections, sale bargains and special offers. Don’t miss an issue! Subscribe now.

How does Olsen advise me on choosing the right size for me?

The article description on each Product Details page contains information on the fitting and cut of garments, including such details as ‘fitted at the waist', to help you find the right fitting. Our sizing table and measurement feature is also integrated into each Product Details page.

Does the Olsen Shop have a minimum-order rule?

The value of the minimum order at the Olsen Online Shop is 25,00 GBP

Payment
What payment options do I have?

Our online shop offers you a choice of payment options. You can select the one you want when you place your order.

All prices in our online shop are inclusive of VAT. Delivery charges will be added to the cost of your order.

You can choose one of the following payment methods:

  • Debit card: pay for your order with your debit card.
  • Credit card: we accept payment with Visa and Mastercard. 
  • PayPal: if you have a PayPal account then you can use it to pay for your order.
Can I have price reductions applied retroactively?

Whenever you order from our online shop the valid prices are those shown when you place your order. Price reductions made at a later date have no impact on your order. We regret that we cannot offer price reductions in these cases.

Delivery
Which countries does the Olsen Online Shop deliver to?

We currently deliver to our customers in Germany and UK except the Channel Islands

Depending on the country setting for the shop (in the top left-hand corner of the shop’s home page you’ll see either “DE” for Germany and “UK” for United Kingdom) we will ship to your country. We regret that we are unable to ship to other countries at present.

What does delivery cost?

A delivery charge of £4.95 will be charged for each order.

How long does delivery take?

If your delivery is being despatched (Despatching E-mail), you should schedule for 3-5 working days from when the shipment leaves the Olsen Logistics Centre.

DHL International will attempt to deliver your parcel on three occasions. If the delivery cannot be fulfilled, DHL will leave you a notification card, telling you where to collect the package. You might also prefer to get a neighbour to accept the package on your behalf. The Olsen Online Shop will also offer you the chance to use an alternative delivery address every time you make an order. This gives you the convenience of receiving your delivery at, for example, your office address or that of a friend.

Can I have my order sent to a different address?

We offer you the possibility of entering an alternative delivery address for each order. This gives you the convenience of receiving your delivery at, for example, your office address or that of a friend.

Please note that this option is only available for addresses in the country you are ordering from.

What is Track & Trace?

This service provided by UPS lets you monitor the current status of your shipment. Your e-mail confirmation of despatch contains an Internet link. Click on this link to go to the UPS site where Track & Trace web page you can track the progress of your shipment.

Alternatively, you can find this information in “My account” under “Order history”, where you can also see when your parcel is due to be delivered.

Return
Can I return any article ordered?

Once you have received your goods, you will have plenty of time to unpack and try on the items ordered. You have 14 days from the date of receipt to return individual items, or the entire order, to Olsen.We want you to be delighted with every purchase you make. In the event that you are not satisfied and wish to return a product please see our guidance:

1) Select the items that you would like to return and give a reason for your return in the return form in the package.
2) Please return the items in their original packaging and enclose the return form in the package
3) A free return label is available at this form: Link to form
4) Stick the return label onto the outside of the package
5) Drop off your return package at a post office and keep the proof of posting that you receive there.

Once the returned items have reached the Olsen Logistics Centre, you will receive an e-mail from the Olsen Team confirming receipt.

You will receive - within ten days of the item reaching us - a credit for the amount paid.

Please note that Olsen can only accept the return of undamaged articles.

Please note also that we cannot accept the return of articles that you have bought from a boutique, department store or local Olsen branch. Please refer all queries, questions concerning exchanges and complaints to the establishment concerned.

Can I exchange articles?

In case you return an article and wish to get a different size or colour, please place a new order since we do not offer exchanges.

How do I find out if returned items have reached Olsen?

As soon as you post the returned items, they are on their way to the Olsen Logistics Centre. As soon as the shipment arrives, we will process it as quickly as possible and send you a confirmation e-mail. Please allow a few days for the package to reach us.

How can I complain about the quality of articles?

In the seldom event that you are not satisfied with an article, please send an e-mail to: service@olsen.co.uk

My Account
What are the advantages of registering as a customer?

In our online shop you have the choice of ordering as a guest without registering or registering and setting up your own personal account in the Olsen online shop. The “My account” section gives you the following advantages:

  • You do not have to enter your details every time you place an order: your personal details are stored and are automatically used every time you place an order. Naturally, you can edit your details at any time.
  • A full overview of your activities: in the “My account” section you can see all the orders you have placed in the last 12 months.
  • Even more convenient: Olsen is continually expanding the “My Account” section, meaning that you’re not only a trend-setter with our fashion, you can also use all functions from the moment you register.

Every time you wish to place an order you can sign in to our online shop simply by entering your password. All forms will automatically be completed with the details saved in your profile. Should you have forgotten your password, we will be happy to send you a new one.

How can I register?

There are two ways of setting up a personal account in our online shop.

Click on the “Sign in” button in the top right-hand corner of the home page of our online shop; this will open up a form for you to complete; you will guided through all the necessary steps.

You can also set up your own personal account during the order process. After you have placed items in your basket and clicked on the button “go to checkout”, you will be taken to a page where you also have the option of registering as a new customer.

How do I sign in?

If you already have a personal account with us then there are two ways of signing in:

Click on the “Sign in” button in the top right-hand corner of the home page of our online shop or sign in during your order when you place your order by clicking on “secure checkout”. You will then be asked whether you already have an account with us; sign in with your email address and password to use the details saved in your account to complete your order.

What do I do if I have forgotten my password?

If you have forgotten your password then you can request a new password during the login process. To do this, click on “forgotten your password?” and enter your email address. By clicking on “request a new password” an email with a link will be sent to your email address. With this link you can set your new password in your account.

Technic
What are the best browser settings for viewing the Olsen site?

To ensure that all content in our online shop is displayed correctly and enable to use all functions we offer, we recommend using one of the following browser versions or higher: Internet Explorer 9.0, Firefox 13, Safari 5.1 or Chrome 12. For the best page viewing experience you should ensure that Java and Java Script are enabled in your browser settings. To be able to place items in your shopping basket, the “accept cookies” function must be selected.

Which screen resolution is supported by our online shop?

For best results, we recommend using a screen resolution of at least 1024x768 pixels.

What are cookies and what are they used for?

Cookies are small parcels of data sent from our website which are stored on your computer to enable us to recognise you when you return.

We use cookies to help us evaluate and analyse frequency, page use and marketing.

Naturally, these evaluations are fully anonymised and will never be linked to your personal address details in any way.

The use of cookies is common practice in online shops; they are used to enhance the customer’s shopping experience because they enable the website to use the information they collect to optimise the site for the customer in question.

You can, of course, refuse to accept cookies by changing the appropriate security settings in your browser. However, please note that if you do this you will only be able to enjoy a limited shopping experience on our website.

Security
What we do for your data security?

Data protection is a matter of trust and your privacy is important to us. We shall therefore adhere strictly to the applicable data protection regulations. For more details, please refer to the Privacy policy.

In case you have any further question or comments about your security, we would be pleased if you send an email to service@olsen.de

Are my personal details protected when I place an order in the online shop?

You personal details are safe at all times. All details are sent in an encrypted form. To do this we use the “Secure Socket Layer” (SSL) protocol to encrypt data that are transmitted over the internet. The encrypted details of your order, your name, your address or your credit card cannot be read by third parties.

Why do I have to enter my telephone number and date of birth when I place an order?

We will only use your telephone number in very exceptional cases, and only if required to clarify any questions about your order as rapidly and conveniently for you as possible.

Your date of birth is essential to allow us to differentiate you clearly from other customers who may share the same name.

My Account - Sign in

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