Faqs (1-1-21 Update)

The important stuff: My order

1-1-21 Update

Where’s my bag?

At the end of each business day, we send a shipping confirmation with your order tracking number. It takes about 2448 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 Assistance 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?


Why won’t my credit card go through?

First, make sure 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.)


Getting stuff here and there: Shipping & Returns

How much is shipping in the United States?

Shipping is free for orders of $175 or more after any applied discounts in the continental U.S.  Orders less than $175 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?

We’re bummed it didn’t work out, but we’ll try and make it painless. To return an order from our website, just email our customer service team at customerservice@theoliverthomas.com. They’ll give you an RA number and instructions. Once we receive the item, we’ll refund your original purchase method minus the shipping costs. (Depending on your card, it may take up to 1-2 business days for your credit to post to your account.)  Purchases that were not made on our site can only be returned and exchanged to the store/site where you bought them.


Pampering my new bag: Care Instructions

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 on a delicate cycle and air dry.

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 colored item strongly suggest pretreating stained areas with Purex Fels-Naptha soap bar or other similar pretreat soaps of your choice for best results.


Clearance:  All sales final. No discounts/coupon codes may be used on clearance purchases.