How can we help you?
Ordering
- How does the ordering process work in the s.Oliver online shop?
- How much is the minimum order value?
- Is there an order limit?
- Is it possible to change my order?
- Is it possible to cancel my order?
- Is my order already on its way to me?
- Is it possible to reorder items that have already sold out?
- Can I reserve an item?
- The cost of the item has been reduced since I placed my order
- Why do I have to give my phone number and date of birth when I place an order?
- I can't complete my order
- Selecting invoice to delivery address or billing address
- Information about the new EU right of withdrawal
Delivery
- Where does s.Oliver deliver to?
- How much are the delivery costs?
- Our delivery partner is DHL International
- Delivery to a different address
- When will my order be sent?
- How long will it take until my order arrives?
- What happens if I'm not there to receive the delivery?
- What do I do if my package never arrives?
- The items I received are not the right ones or are defective
- I haven't received all of the items that I ordered
Payment
Returns & refunds
Frequently asked questions
How does the ordering process work in the s.Oliver online shop?
You can easily find your way around our online shop. You can either use the search function at the top of the screen or look through our categories. When you select a main category, you'll be shown the subcategories it contains. Once you've selected the subcategory you want to view, the page will display the list of products with all the items available in this category. To make things easier, there's an options menu at the top of the list with a few important product features. This will give... Read more...
Is there an order limit?
No, in principle there's no limit for your order in the s.Oliver online shop. There are, however, different maximum amounts for new and existing customers. Back to category Read more...
Is it possible to change my order?
Unfortunately, it's not possible to change orders that have already been placed. We are unable to change either the size or colour of a product, or the delivery address or payment method, and we are unable to remove an item. We don't charge delivery costs in the s.Oliver online shop. If you decide not to keep the order, send the goods back to us via the delivery service. You can find more information about returns under RETURNS & REFUNDS. Back to category Read more...
What payment methods do you offer?
You can easily pay by PayPal, advance Payment or credit card. We accept Visa and MasterCard. Payment via PayPal When you select PayPal as your payment method at the checkout and click "Next", you will be automatically redirected to your PayPal account. PayPal enables you to pay simply by entering your e-mail address and password. Your PayPal account will be charged with the corresponding amount and you will receive a confirmation of payment via e-mail. Payment via advance payment When you... Read more...
Our returns regulations
You can return any item ordered from the s.Oliver online shop within 14 days of receipt to the following address: s.Oliver Online Shop Michael-Dechant-Str. 11 96260 Weismain Germany You are responsible for the cost of returning items to us. Mail your item(s) back using the carrier of your choice. Please obtain shipping insurance as you are responsible for the items until we receive them. We will re-credit the amount of your purchase to your credit card, PayPal or bank account immediately after... Read more...
How do I send items back?
1. ENTER YOUR REASON FOR RETURN: Before you seal your returns package, please check again to make sure that you have included the reason for return on the return form. You will find an overview of the reasons for return on the first site of your delivery note/invoice. 2. SEND THE PACKAGE: Send the package back to us via DHL International. You can take your returns package to your nearest post office. You are responsible for the cost of returning items to us. Please retain your proof of returns... Read more...
Where does s.Oliver deliver to?
The s.Oliver online shop delivers to the following countries: Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Spain and Sweden (deliveries are not made to "overseas territories" such as the Faroe Islands, Greenland, the Azores, Madeira, the Canary Islands, Martinique and French Guiana, etc.). Please select the s.Oliver online shop EU at the bottom of the page to place an order in one of these countries.... Read more...
How can I lodge a complaint about an item?
If you want to lodge a complaint about an item bought in our online shop, please send us an e-mail with the following information to onlineshop@eu.soliver.com : Surname, first name, address, date of birth and your customer number if you have one Order number containing the item you wish to lodge a complaint about, or the invoice number Item number of the item you wish to lodge a complaint about, or a precise description Grounds for complaint (Ideally you should include a short description here... Read more...
How do I redeem a voucher correctly?
If you want to redeem a discount voucher, you need to enter the code exactly as you received it from us, with no spaces. Ideally, copy the voucher code and enter it in the "Redeem voucher" field in the shopping bag below the total amount. When you click the "Redeem voucher" button, the voucher will be checked and listed in the order overview. Your discount voucher doesn't work? Please pay attention to capitalisation and remember there should be no spaces. Have you complied with all the discount... Read more...
Care tips
Every material is different and therefore needs to be cared for in a different manner. We want you to be able to enjoy your clothes for as long as possible. For this reason, please note the following points: Always take note of the care instructions on the washing label. Fasten all hooks, buttons and zips before each wash. This helps stop your clothes from getting tangled up with each other or pulling threads in the fabric. When dealing with mixed fabrics, always go by the most delicate type of... Read more...
