FAQs
Orders and payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Discover, Diners Club, UnionPay, Apple Pay, Google Pay, Shop Pay, Bancontact and iDEAL | Wero. Some methods are only available in certain countries; the ones available to you are shown at checkout. See our Payment Policy.
Can I change or cancel my order after placing it?
Yes, as long as it hasn't been dispatched yet. Email us as soon as possible and we'll update or cancel it with a full refund. See our Order Cancellation Policy.
Do you offer discounts or promotions?
Yes. We regularly run offers. Sign up to our newsletter to hear about them first.
Shipping
Where do orders ship from?
All orders are packed and shipped from our third-party fulfilment partner's (3PL) warehouse in Dongguan, China, wherever you are in the world. Returns go back to the same warehouse.
How much is shipping?
Shipping is free, insured and tracked on every order.
How long will my order take to arrive?
Orders are processed within 1–2 business days. Delivery typically takes 5–10 business days from the date you order.
Will I pay customs or import duties?
No. Any import duties and taxes are paid by us, so you won't pay any duties, customs fees or other charges on delivery. The price at checkout is the total you pay.
Which countries do you ship to?
The UK, all EU countries, and a range of other countries including Canada, Australia and New Zealand. See our Shipping Policy for the full list.
How can I track my order?
We'll email your tracking number as soon as your order is dispatched. Tracking can take up to 72 hours to start updating. You can also use our Track My Order page.
Returns and refunds
What is your return policy?
You can return items within 30 days of delivery, and return postage is free. Items must be unused and in their original packaging, and cartridges must still be sealed. Returns go to our 3PL warehouse in Dongguan, China. See our Returns & Refunds Policy for full details.
Do you offer a money-back guarantee?
Yes. The Olapen pen comes with a 60-Day Money-Back Guarantee and a 1-Year Warranty, in addition to your legal rights. Terms apply; see our Guarantee & Warranty terms.
How long do refunds take?
Refunds are made to your original payment method within 14 days of us receiving your return, or of you sending us proof of posting, whichever is sooner.
What if my order arrives damaged, faulty or incorrect?
Please contact us as soon as possible, ideally with a photo. We'll send a replacement or give you a full refund, at no cost to you.
Using Olapen
Where can I learn how to use my Olapen?
Our Learn guides cover everything from your first session to aftercare. Not sure which cartridge to use? See our cartridge guide.
Is microneedling safe for me?
Most people can microneedle safely, but it isn't suitable for everyone, and Olapen is for adults aged 18 and over. Please read our safety guide before your first session.
Contact
How do I contact customer service?
Email us at support@olapen.com or call +44 7498 374869 (Monday to Friday, 9am–5pm UK time). We aim to reply within 1–2 business days.