Olive et Oriel
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Help & Customer Support

Help Center

We know right now our worlds have been turned upside down, and our heartfelt thoughts go out to everyone around the world - as the global community that we are, we are all in this together. We hope, more than anything that you and your families are safe and in good health.


We are pleased to let you know that whilst ensuring strict guidelines are being followed, Olive et Oriel is operating as normal, albiet with a few delays - with our top priority being the health and safety of our team, our customers and our community.


Our Team:

- We are following and abiding by the government's regulations on isolation and social distancing in both our personal and private lives ensuring we are doing our part as a team to contribute to the health and safety of our community.

- Olive et Oriel is not allowing any external parties, couriers or business meetings to take take place within our operating premises. Couriers collection of goods is from an isolated section of our headquarters to ensure their wellbeing and ours, and again in support of and following strict social distancing guides.


We are incredibly grateful of your ongoing support as we navigate through this ever-changing, challenging time as a small business.  And please know, we are doing our absolute best to maintain our fast turnaround times, with our specialty couriers operating at their normal capacity at the moment (however slightly delayed at times).


Please know, we are right here with you all through this - may we all be kind to each other, to ourselves and do our best to uplift and inspire each other through this unique time in our lives.


Sending love,

Teigan, Michael and the entire Olive et Oriel team x





Please choose carefully, as unfortunately due to the fragile and custom made nature of our product, we don't offer refunds for change of mind or wrong decisions.

We will authorise a refund or online store credit if we are unable to replace or fix faulty products. 

Olive et Oriel take special care in packaging of all artworks and wallpapers in order to ensure a safe transit from us to you, however in the unfortunate circumstances where an item arrives faulty or broken please notify us immediately and once reviewed (we will require photos of packaging and product) we will help in arranging a replacement or repair for you.

Please email relevant photo(s) through to help@oliveetoriel.com or call us on 0497 453 519 immediately after receiving any damaged or incorrect artworks so we have the issue resolved for you.

 

We are incredibly pleased to say that shipments worldwide are operating as normal, however some may be slightly delayed. We are grateful that governments worldwide recognise that couriers are an 'essential service' in allowing online purchases to move from us to you.


We recommend that express shipping is selected at all times at the moment to ensure a fast transit to you, as we cannot guarantee if anything may change in the future (or even tomorrow) in terms of the courier and 'essential services' label.


We are so grateful for your continued support of Olive et Oriel and we aim to continue to bring your home styling inspiration and uplifting designs throughout this challenging time.

All our love,

Teigan, Michael & the Olive et Oriel team x

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". 

Then simply follow the instructions by providing us with delivery information and select payment method the for goods (we accept PayPal, AfterPay, Zip, Apple Pay and all major credit cards).

Once your order has been received it will be placed automatically into our printing queue, we will ship your package within a couple of business days (under normal circumstances, kindly note that sale periods (and Covid restrictions have affected our normal turnaround time may take longer) once it has undergone our final quality checks. If your purchase doesn't pass our final quality check, we will have the artwork reprinted and reframed (if framing was selected), this may incur a slight delay however we want to ensure you receive only the highest quality products from Olive et Oriel and they must pass our strict control standards before they are packaged.

Please choose carefully as unfortunately due to the fragile and custom made nature of Olive et Oriel products we are unable to offer a refunds or exchange on change of mind or wrong decisions.

Our support team is always happy to guide you at any step!


You can select your preferred payment method at checkout.

  • We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal. 
  • We also accept AfterPay & ZipMoney

Note that additional exchange fee may apply if your currency is other than AU dollars.

Please choose carefully, we don't offer refunds for change of mind or wrong decisions.

We will authorise a refund or online store credit if we are unable to replace or fix faulty products. 

Olive et Oriel take special care in packaging of all artworks and wallpapers in order to ensure a safe transit from us to you, however in the unfortunate circumstances where an item arrives faulty or broken please notify us immediately and once reviewed (we will require photos of packaging and product) we will help in arranging a replacement or repair for you.

Please email relevant photo(s) through to help@oliveetoriel.com or call us on 0497 453 519 immediately after receiving any damaged or incorrect artworks so we have the issue resolved for you.

Need help with framed art sizes and weights? You can view this information here.

All frames are made from plantation grown, FSC certified sustainable timber in either a matte black, white or oak finish.

Frame Specifications:

A5, A4, A3, A2, 40 x 50cm, 50cm x 70cm and 60cm x 90cm frames are 20mm frontal frame and 30mm depth of frame.

70x100 and 100x130 frames are 30mm frontal frame and 40mm depth of frame.

The above sizing is in relation to the posters our frames accommodate. You can view final frame sizes, weights and a useful visual guide here.

Please note that only posters 60x90cm and larger are adhesive mounted, as we allow our customers the option of changing smaller unframed art print regularly should they wish to do so.

Glass or Perspex or Acrylic?

We use professional framing acrylic (not glass or perspex). Acrylic is lighter, stronger and clearer than glass, which is far more superior face for Olive et Oriel frames for our worldwide shipping requirements. Acrylic is a reflective surface, however not as reflective as perspex or glass.

Hanging your Olive et Oriel frame

Your frame will come with instructions and hanging kit allowing you to hang your artwork in either portrait or landscape. Please ensure you follow these instructions to ensure artwork is secure.

Hang with caution in any areas where there is a lot of moisture and direct sun-light, art in general doesn’t love these types of conditions. The condensation, humidity and steam from bath tubs, showers and kitchens area can be damaging and causing warping or rippling effects to print/poster inside your frame. It’s better to hang your art in places that have less moisture and more ventilation.


Hanging artwork near a front door also exposes it to a lot of light and fluctuations in humidity. Both of these things can cause warping, fading and rippling to the print.

Whilst all precautionary measures are taken, unfortunately we are unable to predict humidity and other circumstances in our customers homes.

Avoid using any chemicals on acrylic as you may damage the front of your Olive et Oriel frame. Instead, use a soft microfibre lint free cloth to very gently wipe over the face of the frame.

Framed art is professionally packaged to the best of our ability to avoid any damages on its journey from us to you. Whilst we package our artworks incredibly well, unfortunately at times a product may arrived damaged.

If you receive a damaged artwork, please just contact us and we will happily ship out a replacement.

You will need to email photos of the poster / framed artwork and it's packaging within 48hrs of receiving the goods to: help@oliveetoriel.com

We require the above information for assessment and insurance purposes.

Olive et Oriel frames and posters do not come with matt border insert (cardboard type additional piece), please select the white border option on our product to obtain this look visually.

This does not change the overall dimensions of your poster size - it will simply add a white border to your chosen design, whilst maintaining the size print or poster you have selected. 

We recommend that you do not add a white border if the frame you have at home already has a matt border insert. 

Please call customer care on 0497 453 519
 if you have any further enquires prior to placing your order.

Your frame will come with instructions and hanging kit (which you will need to affix, a small hand-held screwdriver is perfect for this.) allowing you to hang your artwork in either portrait or landscape. 

Please ensure you follow these instructions to ensure artwork is secure.

We advise you to consult with a builder or handy-man if you are unsure on how to hang artworks. 

Olive et Oriel is not responsible for any damages sustained to your artwork or home during or after installation.

Professionally printed using all-pigment aqueous inks consisting of 5 blacks and 5 colours producing incredibly high-quality colour and premium black and white artworks. Printed on matte fine art stock, milled from 100% sustainable forests maintaining ISO14001 environmental management system certification.

Olive et Oriel unframed art prints are non-reflective and are not glossy, and are also not made of canvas. They are commonly called a poster or print.

Unframed art prints from Olive et Oriel have been professionally and artistically designed, we utilise the same image in our advertising and marketing as we do for printing to ensure a 100% accurate visual of what you are purchasing. With this in mind, whilst we can completely control the colour and design of our artworks - it may appear differently on your phone or computer screen due to your local device settings. We recommend turning up your brightness and turning off any colour-altering settings to give a more accurate representation of our artworks.

Selecting 'Unframed art print' means you will receive an Olive et Oriel print/ poster that will have a soft matte finish per the above detailed specifications.

If you would like to receive your artwork framed, please ensure you select your required framing requirements.



Olive et Oriel can print our artwork in almost any size you require! If you don't see the size you're after, just get in touch - or, have a look here at some of the popular custom poster sizes our customers request often.


Please note: Adding a white border does not change the final size of your print or poster, the sized artwork (poster) selected will remain that size.

Olive et Oriel frames and posters do not come with matt border insert (cardboard type additional piece), please select the white border option on our product to obtain this look visually.

This does not change the overall dimensions of your poster size - it will simply add a white border to your chosen design, whilst maintaining the size print or poster you have selected. 

We recommend that you do not add a white border if the frame you have at home already has a matt border insert. 

Please call customer care on 0497 453 519
 if you have any further enquires prior to placing your order.

All Olive et Oriel prints and posters are professionally printed using all-pigment aqueous inks consisting of 5 blacks and 5 colours producing incredibly high-quality colour and premium black and white artworks.

Printed on matte fine art stock, milled from 100% sustainable forests maintaining ISO14001 environmental management system certification.


Olive et Oriel prints and posters are non-reflective and are not glossy, and are also not canvas. Our prints and posters have a soft matte finish per the above specifications.

All small prints (A5 & A4 size) come protectively packaged in flat, strong mailers. Please take care on opening the packaging so as not to damage your fragile unframed artwork.

All posters come packaged in Olive et Oriels custom made industrial strength mailing tube, with the prints safely wrapped inside to avoid damages. 

Note: Small prints may be dispatched separately from posters, in a flat rigid envelop to avoid damaging their delicate nature.

Finish: Woven/fabric matt repositionable wallpaper suitable for residential & light commercial interiors

Fabric: 50% Polyester, 45% Polyethylene terephthalate PET / 0.10 mil total

Width: 61cm / Finished Width: 60-60.5cm with 2mm potential variance

Weight: 260gsm (with backing)

Assets: High UV resistance, durable, water repellent

Flame resistance: Fire Rated ASTM-E84: Class A (USA) / AS3837: Class 1 (Australia/NZ)


Instructions are included with all Peel & Stick wallpaper orders.

Wallpaper is supplied untrimmed with 1cm to .5mm bleed (white edge) on the right side for overlap installation. You can trim this off if confident in doing so, alternatively you can leave it - this won't show if your walls are white.

We strongly recommend you apply the wallpaper on a flat, clean, white painted, non-porous, dry surface. If you install on a beige or coloured surface, it will change the colour of the wallpaper and you will visibly see the overlap.

For best results use a decorators primer under white paint and ensure paint has had at least four weeks to fully cure before installing wallpaper.

For further information, please get in touch with us via either email: help@oliveetoriel.com or calling our customer care team on 0497 453 519

Washable with a soft cloth and water only. Not scrubbable.

Easy to remove in one piece with no adhesive residue. We advise you using a sample in a small hidden area of your home to test results.


Disclaimer: Whilst all testing of Peel & Stick repositionable wallpaper has shown positive feedback and undergone years of testing via this US patented product, it is important to know that we can not guarantee that under any and all circumstance the material will stay completely in-tact  and that no adhesive will remain on the surface when removed or that your surface will not adhere to it. The number of painted coats on your wall, age and type of paint used, direct, undulation, dryness or dampness of your intended surface, no PVA primers used, heat from the sun may have effects when removing from the surface.


Due to the highly custom made nature of Wallpaper and Wall Murals, made to the specific dimensions of your home - unfortunately we do not offer returns or exchanges.

Shipping destinations:

  • We ship both locally (Australia) and worldwide.
  • All artworks and wallpaper are shipped direct from Olive et Oriel headquarters in Australia.

Shipping times:

Please note that all shipping times are an approximate time frame and any shipping delays are outside our control. We recommend you review your tracking regularly for updates.

  • Local orders take 2-3 business days to be delivered to you and we ship within 1-2 business days (under normal circumstances).
  • International orders take 4 business days to be delivered via our express DHL courier, 20 business days with standard, free (untracked) shipping.
  • Shipping time might vary depending on location, shipment method and other factors.

Shipping cost:

  • Unframed prints, posters or wallpaper will have free shipping, this is a standard service and untracked.
  • Framed orders will be charged for shipping depending on QTY and size of frames ordered. Full price will be displayed at checkout. 

International taxes and import fees might be applied depending on your country's taxes policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

Duties and taxes will be the responsibility of the recipient, if applicable.

Please note that all shipping times provided in our Shipping Policy are an approximate time frame and any shipping delays are outside our control. Shipping time is additional to our processing time.

We recommend you review your tracking regularly for updates.

We welcome trade and wholesale enquiries from everywhere in the world!


If you are interested in stocking Olive et Oriel products or using our artworks in an upcoming project, please email michael@oliveetoriel.com with all of your business information, kindly note that we require all of the below for your application to be reviewed;

  • Business name
  • ABN
  • Location of business
  • Three contactable business references
  • Other brands you currently stock (wholesale applicants only)

Please note that returns & exchanges are not applicable to wholesale or trade accounts.


Olive et Oriel offers everyday low pricing an incredibly fast turnaround time and 'buy now, pay later' options like AfterPay & ZipMoney.

Unfortunately we don’t offer discount codes for first time orders. We prefer to offer you everyday low prices, which allows us the ability to offer our customers our best price upfront (rather than increase the price in order to offer a discount.)

Please let us know if you find the same product, same quality (not on sale) cheaper elsewhere and we can discuss price-match.

Olive et Oriel offers everyday low pricing an incredibly fast turnaround time and 'buy now, pay later' options like AfterPay & ZipMoney.

Unfortunately we don’t offer discount codes for bulk orders. We receive bulk orders daily from our customers around the world who are furnishing their homes with our artworks - which is why we introduced everyday low prices. We would prefer to offer our customers our best price upfront (rather than increase the price in order to offer a discount.)

Please let us know if you find the same product, same quality (not on sale) cheaper elsewhere and we can discuss price-match.

Sale or promotional offer discount codes are applied in the right hand section of the checkout area on our website.

Once you have entered the code, click ‘Apply' and it will be deducted from your order total.

You will be able to check this underneath the item(s) as the discount value will have been removed and the price amended.

Discount codes (including those with trade and wholesale accounts) are on an individual basis and cannot be used in conjunction with any other discounts, offers or on-sale items. 

No current promotional discounts or offers available.


Previous Offer: Buy 2, Get 1 FREE launched 12:24pm, Friday 3rd April 2020 AEST and ceased at 12:01am, Friday 24th April 2020. Offer is not available to be backdated to previously made orders.


Discount codes are applicable only from the time and date of launch until it's end time and cannot be back-dated to past orders. 

For your opportunity to receive a FREE A4 Print you must;

1. Style your Olive et Oriel purchase and share it in a post on your Instagram feed

2. You'll need to tell your followers why you love your Olive et Oriel purchase and tag @oliveetoriel in the written section of your post

3. Email your photo of the above through to help@oliveetoriel.com with your print choice.

That's it! Hooray! Free art!


Limited to one free A4 print per order number and one time use only. Not applicable for multiple posts.

A4 print valued at $19.95 with free shipping - offer available worldwide.

Updated Privacy Policy to align Olive et Oriel with the General Data Protection Regulation (GDPR) (EU) 2016/679

Privacy Policy

1 Privacy commitment

Olive et Oriel Holdings Pty Ltd ACN 625 927 326 and its associated companies (“we”, “our” or us”) recognise the trust you are placing in us through your dealings with us. We do everything we can to maintain that trust. Our staff are employed on the basis that they will protect information about you. This is our corporate standard. Under law, your rights to privacy are also protected. Privacy laws place strict requirements on us to treat certain information collected as confidential, to store your information securely and to allow you easy access to check and correct your information.

2 Scope of our Privacy policy
Our Privacy Policy applies to the personal information we collect, store, maintain and use about you as our customers, visitors to our website, social media and other digital services, job applicants and members of the public. 

3 When do we collect information about you?
At times, we are required to collect personal information in the normal course of providing services for our customers.

These services apply across Our Brands and include:

◦ Accepting customer orders

◦ Processing online purchases and payments

◦ Registering an online account

◦ Maintaining client books

◦ Customer service (including social media channels such as facebook and twitter)

◦ Processing credit card payments (we do not keep this information on file)

◦ Processing e-cheque payments

◦ Receiving prize application forms

◦ Accepting gift voucher payments

◦ Processing refunds

◦ Maintaining detailed information on our websites

4 Also, we make use of “cookies” on our websites. A cookie is a small software message sent to your web browser by our web server (our website is hosted by Shopify). Your browser stores the message in a file and the message is then sent back to our servers each time your browser requests a page from our servers.

We use cookies to gain statistics on which areas of our sites attract traffic. We also use cookies to improve your experience of our websites. For example, cookies allow us to recognise whether or not you are returning to our websites. In addition, we make use of third parties (google analytics and Facebook for business) who use cookies to serve ads based on past visits to our website.This may allow us to alert you to products or offers which we think you might be interested in viewing.

Most Internet browsers are set up to accept cookies. If you do not wish to receive cookies, you will need to adjust the settings of your browser to refuse all cookies or to notify you each time a cookie is sent to your computer.

When you click on links and banners on our sites that take you to third-party websites, you will be subject to that third-party's privacy policies. While we support the protection of privacy on the internet, we cannot be held responsible for the actions of any third-party websites. 

5 What information do we collect?
We may collect the following information from you:

◦ your name and contact details, such as your physical address, email address and phone number;

◦ your purchase history;

◦ your company name (if applicable);

◦ the name of the domain from which you access the internet;

◦ the date and time you access our sites;

◦ the internet address of the website from which you linked directly to our sites;

◦ your cookies;

◦ any other information you may supply to us (via our ‘contact us’ form); and

6 Why do we collect this information?
We use the information to customise our services and plan product development so that we can provide you with relevant consumer information and notify you of products and special offers that may be of interest to you.  It is also collected so that we may provide value-added services and marketing and re-marketing through our websites or other social media channels. 

7 Do we share personal information with third parties? Yes, however only for the benefit of our customer and future customers shopping experience.

Who we may disclose your information to and why:

  • Shopify; our website provider holds the data you input from the time you open our website through to when you initiate our checkout process, and the fulfilment of your order. Your personal data is retained only for the use of shipping and/or tracking your order and to help with our custom service relating to your orders. You may request this information to be deleted at any time by contacting us at contact@oliveetoriel.com. You can view the Shopify data processing addendum here. https://www.shopify.com/legal/dpa And the Shopify privacy policy here. https://www.shopify.com/legal/privacy

  • Google Analytics; the information provided to google analytics is data based (Demographics and interest reports inc: Age, Gender, and Interest data available so we can better understand who our visitors are and what they like.) for the purposes of improving our business via online marketing, tracking visitor trends, benchmarking, technical support for our website.  You can view how Google Analytics safeguards data here. (https://support.google.com/analytics/answer/6004245?hl=en&utm_id=ad). Data collected, processed, and stored using Google Analytics ("Google Analytics data") is secure and kept confidential. This data is used to maintain and protect the Google Analytics service, to perform system critical operations, and in rare exceptions for legal reasons as described in the Google Analytics privacy policy

  • PayPal; the information provided to paypal is based on individual purchases should they be your nominated method of payment on our website, the information retained by paypal and why - you can view on their privacy policy here. (https://www.paypal.com/en/webapps/mpp/ua/privacy-full)

  • Klaviyo; the is our email marketing database which we utilise to send you beautifully designed emails in regards to new products, sales and services. You can view the Klaviyo EU data protection addendum here. (https://www.klaviyo.com/privacy/dpa

  • Shopstorm; is utilised as a Shopify add-on app in order for us to offer custom artworks. You can view their privacy policy and data security here. (https://shopstorm.com/privacy-policy/)

  • Sufio; is utilised as a Shopify add-on app in order for us to send tax invoices/receipts to our customers. You can view their privacy policy and data security here. (https://www.sufio.com/privacy-policy)

We may also disclose information we hold to our directors and employees for business purposes only and only to ensure your order arrives to you and also for; marketing or re-marketing purposes through our websites or other social media channels. You can contact us at any time to have your personal information removed, please email contact@oliveetoriel.com.

We will not sell or trade your personal information.

8 Promotional communications
We want to communicate with you only if you want to hear from us. If you prefer not to receive promotional information from us, please let us know by clicking on the “unsubscribe link”/”update our preferences” at the bottom of any of our communications, or by clicking into your account and manage the level of communication which you want to receive from us. Or alternatively by emails us at contact@oliveetoriel.com

9 Anonymity
You have the option of using a pseudonym when dealing with us so as not to identify yourself fully to us. Please bear in mind, however, that we will be unable to provide certain services to you unless you disclose your correct identity.

10 General
By using our websites, you are consenting to the collection of information by us in accordance with this Privacy Policy.  Please note that we reserve our right to amend, remove or vary this policy without notice.  You should check this page regularly to take notice of any changes we may have made to this policy.

11 Privacy complaints
If you believe that we have breached your privacy rights in any way, or you would like to discuss any issues to: contact@oliveetoriel.com

 

All such enquiries or complaints will be taken seriously and handled with impartiality and discretion.

 

If you wish to submit a complaint, please provide us with all relevant details such as the date and time of the incident or communication, the circumstances surrounding the event and your concerns about what was said or done.  You will also receive an acknowledgment from us within 7 days confirming receipt of your complaint. 

 

Once you have submitted your complaint we will assess it to determine whether or not you have complained about a privacy issue which is covered by the relevant privacy laws.

 

If you have complained about something which the relevant privacy laws cover, we will thoroughly investigate all aspects of your complaint including ascertaining the relevant facts and what your expectations are for any resolution. 

During our investigation we may need to seek further information from you as to the nature of or factual circumstances surrounding your complaint.

 

We will endeavour to respond to you at all times promptly and to offer a practical solution which is consistent with our legal obligations. 

Can't find the answers you're looking for? That's ok, we're always here to help you can call or text Olive et Oriel customer care on 0497 453 519 or alternatively email help@oliveetoriel.com

If you have any further enquiries that have note been covered within our frequently asked questions or detailed product pages, please call Olive et Oriel on 0497 453 519 so we may assist and resolve any questions prior to placing your order.

You understand and accept all of the conditions mentioned within all above 'Help & Customer Care' sections and the product page you selected as full terms and conditions of purchase.

By placing an order with Olive et Oriel you are hereby agreeing that you have read our above 'Help & Customer Care' section and are fully aware of the product you are purchasing

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