CUSTOMER CARE

Customer care, to us, is about clarity and reassurance.

We believe shopping should feel considered — never rushed or pressured. Below you’ll find information on orders, preorders, shipping, and returns.
If you’re unsure about anything before purchasing, you’re always welcome to reach out. We’re a small team, and we respond thoughtfully.

GETTING IN TOUCH

shopoliofolio@gmail.com
Instagram DM @olio.folio_
WhatsApp +60 12-316 3698

We usually reply within 1–2 working days.

PLACING AN ORDER

Orders are placed directly through our website.

Once your order is confirmed, you’ll receive an email with your order details. Please review your order carefully before completing checkout, as we’re unable to amend or combine orders once they’ve been placed.

If you prefer assistance, you may reach out to us before placing your order.

PAYMENT

Payment is required to confirm your order.

We accept payment via:

Manual bank transfer
Credit / debit cards via Stripe (Visa & Mastercard)

If payment is not received within the stated timeframe, the order may be released to other customers.

A confirmation email will be sent once payment has been verified.
If you don’t see it, please check your junk or spam folder, or contact us for assistance.

CURRENCY

You’ll be charged in the selected currency at checkout.
If your card is registered in a different currency, your bank will convert the amount based on their exchange rate.

SHIPPING

Processing Time

Ready-stock items are processed and dispatched within 1–5 working days after payment verification.
Orders are packed and shipped on working days (Monday–Friday, excluding Malaysian public holidays).

Ready Stock & Preorders

If your order includes both ready-stock and preorder items, all items will be shipped together once the preorder is ready.

If you’d like ready-stock items shipped separately, please contact us before placing your order. Additional shipping charges will apply.

Delivery Charges

West Malaysia: RM 10 (flat rate)
East Malaysia: RM 30 (flat rate)
International shipping charges are calculated automatically at checkout.

Please note that international orders may be subject to customs duties or import taxes upon arrival. These charges are determined by local authorities and are the responsibility of the recipient.

Delivery Responsibility

Once a parcel has been dispatched, it is handled by third-party courier services. While we’re unable to control delays or losses in transit, we’ll assist where possible should any issues arise.

PRE-ORDERS

Preorders are opened for selected pieces and produced in limited quantities.

Estimated delivery timelines are stated on each product page. While we do our best to meet them, slight delays may occasionally occur due to production or logistics beyond our control.

For this reason, preorder purchases are considered final and cannot be cancelled once confirmed.

Please note:

Orders are shipped according to order number
Preorder and ready-stock items are shipped together unless otherwise arranged
Minor colour variations may occur due to fabric batches or screen differences

RETURNS & EXCHANGE

RETURNS POLICY

We do not offer returns or exchanges unless an incorrect item or size was sent.

If you believe there’s an issue with your order, please contact us within 3 days of receiving your parcel, quoting your order number and details of the issue. We’ll review the request and advise on the next steps.

All return requests must be approved before any item is sent back.

If a parcel is returned to us due to incorrect address details or failed delivery attempts, we’ll contact you via email.

Re-delivery costs will be borne by the customer, unless the error was on our part
Returned parcels must be claimed within 30 days
Unclaimed parcels after this period will be forfeited

A FINAL NOTE

If you’re ever unsure about sizing, fit, fabric, or timing, it’s always okay to ask before purchasing.

We’d much rather help you choose something that feels right than rush you into a decision.

PRODUCT CARE

Each Olio Folio piece is made to be worn often and cared for gently over time. With a little attention, your garments will soften, age beautifully, and stay with you for years.

We recommend hand washing garments individually, especially for the first few washes, as colour transfer may occur.
Natural fading and subtle variations in colour, shape, or texture may develop over time. This is part of the character of the fabric.
To maintain the original appearance, wash with mild detergent and avoid bleach or strong washing agents.
Turn garments inside out when washing and drying where possible.
Low to medium heat ironing is recommended. For delicate fabrics, steaming or ironing with a cloth placed between the iron and garment is best.

If you’re unsure how to care for a specific piece, feel free to reach out — we’re always happy to advise.