The important stuff: My order
9/2023 Update
Where’s my bag?
At the end of each business day, we send a shipping confirmation with your order tracking number. It may take 24–48 hours for tracking information to update on the carrier’s website. (Hang in there. It only feels like a lifetime.)
What’s up with the site?
If you have issues accessing our website, please contact our Customer Service team at customerservice@theoliverthomas.com. Include a screenshot if you can and tell us what browser you’re using (Chrome, Firefox, Internet Explorer, etc.). Feel free to also tell us if you’re having a good hair day. Because, why not?
Can I change or cancel and order?
Once an order is submitted, it cannot be changed or canceled. In the event that we have to cancel your order because merchandise you have selected is out of stock, we will contact you with a follow-up email.
Personalized or customized items with initials are considered FINAL SALE and are not eligible for returns, refunds or exchanges.
Why won’t my credit card go through?
Please confirm the billing name and address match the credit card. Also know we’re only able to process one credit card per transaction. (On the plus side, we price our bags so they won’t put you in debt for life.)
Why won’t my discount code work?
Are all of your items full price items excluding e-gift cards? No discounts/coupon codes may be used on clearance purchases or for e-gift cards. Please contact Customer Service at customerservice@theoliverthomas.com if you are still not able to apply the discount code to your full price items excluding e-gift cards.
I have an e-gift card but lost my code! Can I replace it?
Ollie totally understands about losing things, he buries bones he forgets about all the time. Please contact customer service at customerservice@theoliverthomas.com with the following information so they can help Ollie dig it up:
- Full email address of the recipient
- The original value of the e-gift card
- The approximate date the e-gift card was issued
Getting stuff here and there: Shipping & Returns
How much is shipping in the United States?
Shipping is free for orders of $199 or more for physical product ordered after any applied discounts in the continental U.S. Orders less than $199 excluding e-gift cards will have a shipping cost based on the weight and the shipping zip code.
Does Oliver Thomas deliver internationally, to P.O. Boxes or APO/FPO addresses?
Alas, not yet. But it’s something we’re working on. Be sure you’re on our email list to know when we launch this and other features. For every email sign up, one of our writers gets her wings.
How do I handle a return?
Doggonit, it didn’t work out! We’ll try and make it painless. To return an order purchased through our website, just visit our Shipping & Returns page HERE. We accept return requests only for product purchase on https://theoliverthomas.com/. If you purchased your item at one of our Oliver Thomas retail partners, please contact their customer support team for their return policy and assistance.
NOTE: Purchases that were not made on our site can only be returned and exchanged to the store/site where you purchased them. Clearance items are final sale at time of purchase, see below. E-Gift Cards purchased are not returnable or redeemable for cash. See E-Gift Card FAQs for more information.
Can I return or exchange clearance items?
Great question about that great deal you got! All clearance items are ** FINAL SALE ** at the time of purchase and cannot be returned or exchanged.
What's going on with my return?
After you completed the return form on our Shipping & Returns page, our Ollie’s Pawesome 🐾 Customer Service Team gave you an RA number and instructions. You want help tracking the status of your return? No problem! We're like a dog after a bone. Email customerservice@theoliverthomas.com with that RA number you received as well as your package tracking number from your shipment carrier. Once we receive the item, we’ll refund your original purchase price minus the original shipping costs and any discounts applied. Depending on your method of payment or credit card, it may take up to 1-2 business days for your credit to post to your account. Purchases made with an e-gift card for all or part of the total price will be refunded to the original e-gift card code minus any shipping and handling costs and any discounts applied.
How long does it take for a customized monogrammed item take to ship?
Personalized or customized items with initials require an additional processing time of 5 business days. Orders containing multiple items (customized and non-customized) will all ship at the same time when the customized order is complete.
Pampering my new bag: Care Instructions
We pamper our bags like we pamper our pooches 🐶, with tender loving care!
What does “water resistant” mean?
Oliver Thomas bags are water resistant, which means they can resist the penetration of water to some degree. Don’t put your computer in the bag and pour a pitcher of margaritas on it. (What a waste of margaritas.) But your bag will generally be okay if a few raindrops hit it. Just dry it off.
How do I clean my bag?
Our bags are very easy to clean. (Because #life) To spot clean, wipe the bag with a clean, damp cloth and air dry. To clean the entire bag, machine wash in cold water and tumble dry on low.
**Sunscreen, lotions, self-tanners, and "glow" (aka: sweat) may become a permanent part of your white or light colored items and because we want you to love your Oliver Thomas items as much as we do, we wanted you to know.
All of our bags are washable; however this does not mean they are stain free if soiled with clay, heavy soil or other heavy dirtied contaminants. Prior to washing a white or lighted colored item, we strongly suggest pretreating stained areas with Purex Fels-Naptha soap bar or other similar pretreat soaps of your choice for best results.