Shipping policy
1. Countries we ship to
- Europe: Spain (mainland and Balearic Islands), Germany, France, Italy, Belgium, Luxembourg and Switzerland.
- Americas: United States, Canada, Mexico, Chile, Colombia and Peru.
- Asia and Oceania: South Korea, Australia and New Zealand.
For now we don't ship to other countries or to the Canary Islands, Ceuta and Melilla, which are outside the customs and VAT territory of the European Union. At checkout you can only choose the countries we ship to.
2. Shipping costs
Shipping is free to all these countries. If a specific promotion or product ever has shipping costs, they will always be shown before you confirm your order.
3. Delivery times
We prepare your order within 1–2 business days of payment confirmation. The total delivery time, including preparation, depends on the destination country:
| Destination country | Estimated delivery | Maximum delivery time |
|---|---|---|
| Spain, Germany, France, Italy, Belgium, Luxembourg and Switzerland | 7–14 business days | 30 calendar days |
| United States, Canada, South Korea, Australia and New Zealand | 8–15 business days | 45 calendar days |
| Mexico, Chile, Colombia and Peru | 10–20 business days | 45 calendar days |
Estimated times are counted in business days (Monday to Friday, excluding public holidays) and may be longer during peak periods, because of customs inspections or for reasons beyond the carrier's control. If your order has not been delivered within the maximum time for your country, counted from confirmation, we will let you know and you can cancel it for a full refund.
4. Tracking
When your order leaves the warehouse we email you the tracking number and the link to follow it. Please note that tracking can take 24 to 72 hours to show any movement.
5. Delivery
We deliver to the address you entered. Please check that it is correct: we cannot be responsible for delays caused by an incomplete or incorrect address. If nobody is available to receive the package, the carrier will leave a notice or try a second delivery according to its own procedure.
6. Issues
- Damaged order: if the package arrives visibly damaged, tell the carrier and email us at hola@olaloom.com within 48 hours with photos.
- Order not received: if you haven't received your order after the estimated time, email us and we will open a claim with the carrier.
- Order returned to sender: if the package comes back because it could not be delivered, we will contact you to reship it or refund it.
7. Taxes and customs
Orders are shipped directly from our supplier's warehouse, located outside the European Union.
- Spain, Germany, France, Italy, Belgium and Luxembourg: VAT and import duties are included in the price and we pay them through the European Union's Import One-Stop Shop (IOSS). You won't have to pay anything when you receive the package.
- United States, Australia and New Zealand: import taxes and duties are also included in the price. You won't have to pay anything when you receive the package.
- Switzerland, Canada, South Korea, Mexico, Chile, Colombia and Peru: your country's customs may charge import taxes or fees on delivery. If they do, they are paid by the recipient and are not included in the price.
Some countries require an identification number to clear the package through customs (for example, the personal customs clearance code in South Korea). If your country requires one, we will ask you for it by email after your purchase: without it, the package cannot be shipped.
8. Contact
If you have any questions about your shipment, email us at hola@olaloom.com.
Last updated: November 6, 2026.