Shipping Policy

Last updated: September 15, 2026

Here's how By Kate Olivia gets your order to you — processing and shipping times, where we deliver, the rules for changing or canceling an order, tracking, and what we do when a package is late, lost or damaged. This policy applies together with our Returns & Refunds Policy; please read both before placing your order.

1. Processing and shipping times

Orders are processed within 1–3 business days before they leave the warehouse (Monday to Friday, excluding federal holidays). Orders placed on Friday evening, over the weekend or on a holiday start processing on the next business day. Shipping then takes an estimated 3–5 business days, so 4–8 business days in total from the day you order. During sales and the peak season from November to December, processing can take up to 2 additional business days.

These are estimates based on carrier performance, not guaranteed dates: holidays, severe weather, carrier backlogs and customs processing can add time, and we're unable to speed up processing or shipping once an order is placed. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a package is late or lost.

2. Where we ship and what it costs

We deliver to addresses within the United States only. Shipping is free on every order.

3. Order changes and cancellations

Every order is transmitted to our fulfillment warehouse automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed — after that we're no longer able to stop, change or retrieve it. Please double-check your items, sizes, colors and shipping address before you confirm. To add an item after that, simply place a new order.

To cancel within the 5-minute window, email support@bykateolivia.store right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that reach us after 5 minutes can't be processed as cancellations — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 1 is the time the warehouse needs to prepare your package; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not picking up the package doesn't cancel the order (see section 6).

4. Tracking

You'll receive a shipping confirmation email with a tracking number as soon as your order ships. Allow 2–5 business days for the first scan; updates can be less frequent while the package travels between carrier hubs. If your tracking hasn't updated for 10 business days, contact us and we'll check with the carrier.

5. Orders in more than one package

Items ship from the warehouse that holds them, so an order with several items may arrive in separate packages on different days, each with its own tracking number. A package arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

6. Shipping address, failed and refused deliveries

Please make sure your shipping address is complete and correct, including any apartment or unit number and ZIP code, and add a phone number for the carrier. Check your order confirmation right away: address changes are only possible within the 5-minute window in section 3, and we ship only to the address entered at checkout.

Packages that can't be delivered because the address was incorrect or incomplete, or that aren't picked up within the carrier's holding period, are returned to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the warehouse again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.

Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages go to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

7. Late, lost or missing packages

If tracking shows no movement for 10 business days, or your package is more than 7 business days past the estimated delivery window, contact us with your order number. We'll open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

If tracking shows "delivered" but you haven't received the package, please check with household members, neighbors, your building's front desk or mailroom and any safe place, and check the carrier's proof of delivery. Let us know within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 9 applies.

8. Packages damaged in transit

If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 business days of delivery with photos of the outer box, the shipping label and the damaged item. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 5).

9. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has shipped — including if you return the order, or part of it, later. It is only refunded when an order is canceled within the 5-minute window in section 3.

10. Sales tax and duties

Sales tax, where applicable, is calculated at checkout. Any import duties or fees on packages shipped from outside the United States are handled by us — you won't be asked to pay anything on delivery.

11. Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email: support@bykateolivia.store