How Can We Help?
Read our FAQs below. If you still have questions, please reach out to team@oliver-charles.com.
Returns And Exchanges Made Easy
Feel confident shopping at Oliver Charles with our free and easy returns and exchanges. We always want you to be happy with your Oliver Charles order.
You have 30 days from delivery to exchange or return your items. All you'll need to do is fill out the form above, and we'll send you a pre-paid label.
Didn't find the perfect size, color, or style? Don't worry. fill out the form above or just contact us at team@oliver-charles.com, and we will streamline the free exchange or return for you!
We're dedicated to processing your requests as quickly as possible. You'll receive an email confirmation once the exchange or refund has been initiated, generally within 24 hours or less.
FAQ
Shipping Policy
We are offering free shipping within the USA for all orders of $200 or more. For orders under $200, an $8 flat shipping rate is applied. Outside the USA, depending on your country, you will be responsible for paying for customs, duties, taxes, or other applicable fees before you can receive your package.
These policies are set locally, so please check with the relevant sources where you live for the most accurate information. If the customs/duties are not paid and the shipment is returned to us, you will be refunded, minus the shipping cost.
On-Demand Knitting
All of our knitwear is made on-demand in Brooklyn, New York. We're passionate about being part of the solution to reduce waste, which is why we make our products on-demand. This means that your sweater doesn't sit around for months before it reaches you - we start working on it as soon as you place your order!
Since we're creating each piece just for you, it may take a bit longer to receive your order than with traditional fashion brands. On average, it takes 3-6 days to knit your sweater after you place your order, and then shipping can take 2-5 days. But we promise it will be worth the wait! Our slow fashion approach means you're getting a high-quality product that's good for the planet too.
Returns & Exchanges
For orders below $200, please note that shipping fees from Oliver Charles to our customers are non-refundable. However, in the event of an exchange or return, we've got you covered! Return shipping for exchanges or returns is pre-paid, so you won't have to worry about additional costs.
Our return and exchange policy lasts 30 days (extents during November+December, so holiday shopping can be exchanged or returned free until the end of January). To be eligible for a return, your item must be undamaged and in the same condition that you received it. Returns aren't accepted after taking a Sweater Challenge.
Pre-ordered items cannot be refunded because we use these funds to bring the product to life for the first time. This is the tradeoff of a discounted price.
Our sweaters are a timeless design meant to last in your closet. If your Oliver Charles sweater becomes damaged from holes, snagged threads, or pilling at any time, send it back and we'll restore it to the best of our abilities.
If you feel your sweater needs a repair, please fill out the form below. Please note that you must be the original purchaser of the product with a valid proof of purchase (order number).
When you decide your sweater has reached the end of its life - whether that’s in 10 years’ time or 100 years - please don’t hesitate to reach out to us. We'll make sure to find it another home or make sure it is naturally returned to the earth. As each sweater is biodegradable, although designed to last a lifetime.
Yak Wool
One of the most important factors that affects the way wool feels is the fiber fineness. Thinner diameter fiber is softer. While a human hair has a average diameter of 75 microns (µm), the merino and yak wool (AKA "khullu") we use in our sweaters is ultra-fine at 17.5µm.
Wools that are generally considered "soft" have a fineness <20µm. Although, at the end of the day, you know best, so try new materials at different levels of fineness and decide what you like wearing most. If you find a wool sweater you love but find slightly itchy, note that fine wools, like merino and khullu, get softer with washing.
SeaCell
SeaCell fibers are smooth, unlike wool. The silky fibers don't irritate sensitive skin. SeaCell is efficient at moving sweat and moisture away from your body, discouraging bacteria growth that causes skin irritation.
Organic cotton is also very soft when compared to other natural materials. The fibers are very fine, ranging between 11 and 22 microns. For reference, Yak wool ranges from 14-19 microns.
Wicking is an important benefit of wool, because in order to regulate body temperature, humans can sweat several liters a day. All this sweat can get pretty smelly right? In fact, sweat only becomes odor if it isn't wicked away. Wool has a number of unique moisture management properties that allow it to resist body odor making it ideal for #repeat wear and simplifying your life.
1) Saturation regain: wool can absorb and retain up to 35% of its own weight in moisture and still feel dry to the touch, which reduces sweat buildup and discourages bacterial growth.
2) Isolation of bacteria: after sweat is absorbed from the skin's surface it travels outwards where it evaporates. In the process, wool actively binds and isolates bacteria within it's fiber. The isolation of bacteria reduces odor to the point where unwashed wool has 66% less odor intensity than plastic-based fibers and 28% less than cotton fabrics (Woolmark).
Fun fact: bacteria thrive in humid environments, where sweat is trapped instead of being wicked away. For example, while a 1x1cm area on a human forearm contains around 100 bacteria, an identical square in the armpit contains on average 10 million bacteria (Popular Science).
We make our sweaters from yak down, which is the hair they shed naturally in the spring, all the herders do to collect it is simply brush the animals. Merino sheep on the other hand are unable to shed their coat so it is sheared.
The seaweed used to make SeaCell is a strain found in the Icelandic fjords and northern Atlantic. Harvesting in the Icelandic fjords means there is no pollution and waste from ship traffic, so the seaweed is extremely clean and without pollutants.
Local Icelandic sea farmers gently harvest the abundant seaweed beds once every 4 years using large floating conveyor belts that remove the tops of the plants.
The harvesting process ensures that each bed can naturally regenerate without disrupting the ecosystem. Solely trimming the upper portion of the marine plant also encourages healthy growth, like cutting the split ends of our hair.
Once cut in Iceland, it’s transported to manufacturing facilities in Austria. The seaweed is entirely untreated, retaining all its natural properties.
Our sweaters are made in Brooklyn, New York by Tailored Industry. We work with them to create our sweaters through a new manufacturing process called WHOLEGARMENT® 3D-knitting.
We chose Tailored Industry vs. other WHOLEGARMENT® manufacturers in part because of their brand vision. They want to become a platform for on-demand knitwear. We're hoping we can grow together, create all kinds of custom sizes, and eventually remove the need for inventory completely.
Most of our sweaters can be machine washed. Just add them to your regular laundry load. For wool sweaters, lay them flat to dry. SeaCell sweaters can be placed in the dryer. However, some sweaters are best hand-washed. For specific care instructions, refer to the "Technical Details" section on each product page.
The 7 Day Challenge is a way to test owning less and better. See how it feels to #repeat and get more from a go-to sweater. Wear an OC sweater every day for 7 days straight.
Take The ChallengeTravel memories, much like an Oliver Charles sweater, last a lifetime. So challenge the idea that only jumping on a plane counts as “real” travel.
Travel can be a mindset, right? One where everything feels new. The 5 Adventure Challenge is about stylistic versatility and adventure.
Get more out of a go-to sweater and see what it's like to be a "tourist" in your own town or pack it for your next trip. Wear your sweater while completing 5 adventures.
Apply to field test an Oliver Charles sweater. Wear it, give us feedback, and it's free. We accept 2 people each month to field test our sweaters.
Learn MoreWe’re a new clothing brand creating an easy go-to item for modern professionals. We’re also Slater & Jack... a couple of lifelong friends on a mission to get the world to rethink their wardrobe.
Our StoryOrder a sweater and we'll tell you.
