FAQ

FAQ

How I can find a specific product?
The fastest way to find specific products is by using our search option located on the top right of the online shop. Here you can search for a brand, product name or product number if you have that information.If the product is sold out or not in stock, it will not appear in the online shop.However, you can still get in touch with üs. We will do our best to make the product you are looking for available for you.
I have placed an order. but I still have not received an order confirmation e-mail. What should I do?
Please ensure that you have entered the correct e-mail address. The order confirmation is always sent to the e-mail address saved in your customer account, i.e. the e-mail address you log in to your "by Ola" customer account.If this e-mail address is correct, please check whether the confirmation e-mail may have been filtered into your spam folder.Your customer account gives you an overview of all of your orders. Please check this overview to ensure that your order has been correctly entered and received by us. Please also take note of the order status.If you can not find your order in this overview and also haven’t received a confirmation e-mail, please contact us!
My size is not displayed on the product detail page. what does it mean?
At first let me tell you that most of our dresses are made of stretchy material. It means that you can use the dresses with size "S" for "XS" and "S"and the dresses with size "M" for "M" and "L". If a size is not displayed, it means that we do not have that size in stock at the moment or it might be sold out.Only the products and sizes that are visible in the online shop are available for purchase.
The payment process is being cancelled when I try to pay with my credit card.
In this case, you are probably using a “Verified By Visa“ or “Mastercard SecureCode“ credit card. These credit cards require an external site to be loaded directly from Visa or Mastercard. It is possible that this website is being blocked by a firewall or pop-up blocker.Please turn off your pop-up blocker or ask your system administrator to change the preferences of your firewall to allow access to these pages.You are also welcome to contact us and pass on your credit card details to us by telephone. You also have the option to change the payment methode at any time.
While paying by credit card, a window appears asking me for details such as my date of birth or my last monthly statement. Why?
This is a security code activation by your credit card institution. Depending on the type of credit card you use, this service is called "MasterCard SecureCode" or "Verified by VISA"!You can activate this code on the spot by entering the requested data, or you can skip the process by clicking "Do not activate“."MasterCard SecureCode" or "Verified by VISA" is an international payment standard that identifies the rightful user of a credit card during online payments. It requests a password that has been set up by, and is only known to, the credit card owner.If you have any problems, please contact us!
Is my credit card payment secure?
With us, your shopping experience is 100% secure.Your personal data – and your credit card data – is encoded with a system called "Secure Socket Layer“ (SSL) during the ordering process and then sent via the Internet.Credit card data is never saved, but immediately received and processed by our payment service provider "Wirecard Central Eastern Europe GmbH“.
I wanted to choose advanced payment, but I don´t find this choice. Is it possible?
No we are sorry, but we only accept payment by credit card, paypal and SOFORT Überweisung.
What does the status "not yet paid" mean for my order?
The status “not yet paid” means, that you have not yet completed your payment.If you are paying by credit card or PayPal, the “not yet paid” status means that the payment process has not been completed. You can finish the payment process at any time. To find out how, click here. Please take note that your credit card will only be fully debited once your items have been dispatched. Until then, the amount will only be reserved, but not yet debited
What is paypal and how does it work?
1. What is Paypal? Paypal is an online banking system that can be used to pay in online shops like "by Ola". The aim of Paypal is to make online payments easy and safe to use for buyers and sellers.2. How does PayPal work? PayPal is pretty much an online bank. This means that a user of PayPal will have an account, with which they can manage payments they have made or received.There are several ways to transfer money with PayPal:-You can transfer money directly to PayPal through simple bank transfers, and then pay online with that credit.-You can use your credit card for payments. Like this the money doesn’t first need to be transferred to PayPal, but will go straight to the receiver.Members’ information is protected with SSL during every transaction. Senders' financial details like credit card or account information is kept secret from the receiver, keeping them safe from abuse by payees.3. How can I use PayPal with "by Ola"? To be able to use PayPal, you first need to have a PayPal account. You can easily make your own on www.paypal.com by registering with your credit card or account details. Online payments will then always be booked off the given account or credit card.When shopping online, just choose the payment option “PayPal” and you’ll be guided step by step through the process. EASY!More Information regarding PayPal can be found on www.paypal.com and on our Info Page on Payment options!
What happens if I am not at home when the delivery arrives?
Depending on the country your delivery address is located in and which courier it is being sent with, it may or may not be possible for the delivery to be deposited at a post office for you. If it is not possible for your delivery to be deposited at a post office, we recommend that you enter a delivery address where someone will be available to accept your parcel (e.g. work office, neighbour, friends...). If no one is present at the delivery address when your order arrives, the courier service will try to deliver your parcel 1-2 more times. After that, the parcel is returned to us.Please always check the parcel tracking system for reference about where your parcel currently is and when it might arrive. You can also see whether there has already been an attempted delivery. For more information about the parcel tracking system, click here.If you would like to change your delivery address after you have already placed your order, please contact us.
How much does delivery cost?
Delivery costs vary depending on the country that your delivery address is located in.
Where can I few the delivery status of my order?
The "byOla" Team is committed to processing your order as quickly as possible. Due to waiting periods during payment transfers or product deliveries, there may be some minor delays.You can check the status of your order within your Customer Account, under the relevant order. You will be able to see whether your delivery has been dispatched yet, and if it has, you will be able to access the Parcel Tracking System for your delivery.If you have any questions, please do not hesistate to contact us
How long does delivery take?
We process all of your orders as quickly as possible. However, the delivery time depends on several factors, such as your selected payment method, the availability of the products and the type of delivery.As a general rule: Delivery period = parcel transit time + order preparation timeParcel transit time: The transit time for your delivery is the time period required by the courier service to send your delivery. This varies depending on the courier service and the country the parcel is being delivered to. For more information about parcel transit times, please refer to the delivery information for your country or read through the detailed information about possible delivery methods available during the ordering process.Order preparation time: Please also take note of the delivery information on the product detail pages: e.g. "Ready for Shipment: 5-7 working days" doesn’t mean that the parcel will be delivered within the next 5-7 days. It means that we need 5-7 working days to prepare your order for shipment. This is because, for example some products must be re-ordered from the supplier.The order can only be dispatched once this process is finished. That’s why you need to add this time to the relevant parcel transit time!All information on payment methods for your country is available here.We do not have any influence over the exact time of the arrival of your delivery!
Which countries do you deliver to?
We deliver worldwide - including several countries outside of Europe.
What do I need to take notice of when ordering from outside the EU?
When you place an order at "by Ola" with a delivery address that is located outside of the EU, you will see the net prices of the products.The courier service will take care of the import and the customs charges. You will receive a customs bill from the courier service when you receive your delivery.
What do I need to do in order to make sure that the delivery runs smoothly? take
To ensure that your order is delivered smoothly and quickly, we recommend that you:provide a delivery address where someone will be available to accept the parcel. For example, you can also provide your office address or the address of a neighbour or friend.- provide a telephone number under which you can be contacted by the courier service if there are any delivery problems or they cannot find your address.Please ensure that your name is clearly visible at your door so that the courier service does not have any difficulties finding your address!
My delivery has gone missing, what should i do?
Don’t worry – we will do everything we can to make sure you receive your order!If this is the case and your delivery has gone missing, please contact us immediately.
I was never at home when the courier came with my delivery, now the parcel has been sent back. What should I do?
Please contact us immediately.The parcel will be sent back to you again. You will also have the opportunity to provide us with a new delivery address where someone will definitely be available to accept the parcel (e.g. office, neighbour, friend…)
What happens when I return something I ordered with a voucher?
Gift vouchers (vouchers that have been bought) will be refunded in case of a return. Depending on the value of returned items, we will book all or part of the voucher value back to your user account.Campaign-vouchers/Promo-codes are divided percentage-based between all items within an order. For example: If two t-shirts worth € 25,- each were ordered with a voucher worth € 10,-, the value of each t-shirt will be reduced by half of the voucher value (both t-shirts are now worth € 20,- each). In case of a return, we will only refund the price actually paid, in this case € 20,- per t-shirt.The voucher value will not be refunded in such cases.
The delivery product is damaged or a wrong article, what now?
Every product we ship leaves our warehouse in perfect shape.If you find items in your order that have sustained damage, do not work like they should or do not resemble the items you ordered, please contact us immediately.Please take pictures of the damaged/wrong items and send them to luxury@by-ola.com along with a description of the damage. We’ll take care of the issue right away and work towards a solution
The shipping box,/parcel is damaged, what now?
Every order we ship leaves our warehouse in perfect shape.If you can see damage to the package when receiving it, make sure the delivery worker knows this. And only confirm that you accept the package with reservations.Then please open the order carefully, keeping the package in the shape you received it as well as possible. Proceed by checking through all the items you received. Check that the items are in perfect condition and have not sustained any damage.If you find items that are damaged contact our customer service immediately! Please take pictures of the damaged items and the damaged delivery box/container and send them to luxury@by-ola.com along with a description of the damage and your order number.In such cases, hold on to all packaging material. We’ll take care of the issue right away and work towards a solution.If you have already accepted the package but only noticed damage later, contact us immediately.
How do I proceed with a returning or trading in an item?
We offer a 14-day right-of-returnpolicy. This gives you the possibility of sending back items purchased from us within the previous 14 days.If you don’t like what you got, you can undo the entire order within that period. The cancellation does not require any stated reason or mandatory form, so it can be made in oral or text form (e.g. by an email, fax, mail or by our cancellation form).