Frequently Asked Questions
General Questions
- Where is Olza based?
We are based in Madrid, Spain, but we ship worldwide.-
- How can I contact OLZA MADRID?
You can reach us via email at contact@olza.com or through our Instagram DM (@olzamadrid).- What payment methods do you accept?We accept all major credit, debit cards and bank transfers.
- Do you offer refunds or exchanges?
Due to the exclusive nature of our products, we do not accept returns or exchanges. However, if there is an issue with your order, please contact us, and we will do our best to find a solution.
- Can I send a piece to be painted?
We reserve commission pieces to our Canvas Collection with the exception of unique pieces provided by the client or collaborations.
Acquiring Process
- How long does it take to receive a piece?
Canvas Works are ready to ship and will be dispatched within 3-5 business days after purchase. Capsule and Canvas Silhouettes are made for the client, thus the wait time is approximately 4 weeks. Once acquired, the client will receive frequent updates on the status of their piece. For the Commissions, the wait time is approximately 6 weeks as once the piece is made, the painting begins.
- What paint materials have been used?
We apply fabric paint by layering. It allowes the art to be resistant to all weather conditions.
- Can I customize a collection piece?
Collection pieces are designed as they are shown, but we may offer limited customization options. Contact us before placing an order if you’re interested in custom modifications.
Shipping & Delivery
- Do you ship internationally?
Yes, we ship worldwide. Shipping rates and times vary based on destination.
- How long does shipping take?
These times are calculated after the piece completion.
Spain: 2-5 business days
Europe: 5-10 business days
Rest of the world: 10-15 business days
- Will I receive a tracking number?
Yes, once your order is shipped, we will send you a tracking number via email.
- Are customs fees included in the price?
Customs duties and taxes are not included and may be charged upon delivery, depending on your country’s regulations.
Additional Questions
- Do you collaborate with other artists or brands?
Yes, we are open to collaborations. If you’re interested, please contact us with your proposal.
- How do I stay updated on news?
Follow us on Instagram (@olzamadrid) and subscribe to our newsletter for the latest updates.
- How do I wash painted clothes?
We always recommend dry cleanning, however the materials and the paint provide garanteed resistance to a cold wash in the washing machine. For washing machine, place the piece inside out. Stay away from dryer.
