FAQ

 Frequently Asked Questions

How do I sign up?

You can sign up and login to www.olemno.com in multiple ways. We support social logins via Facebook, Instagram, Microsoft, Pinterest, Linkdin, Twitter or Google+. Of course we also support the open ID's.

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I forgot my password. How do I reset it?

You can reset your password through social media accounts or by clicking the

Forgot your password? link. We will send you an email to reset your password

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Do you allow guest checkout?

Yes. You can choose not to create an account at Olemno when making a purchase. However, you are highly recommended to do so as all your delivery details will be saved in your account. Any future purchases that you make will become much faster, simpler and more convenient.

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What is an order ID?

For every successful checkout an order ID is created, This order will contain all ordered items even when bought from different Vendors. Olemno breaks up the order to different Vendors so they can fulfill your order. 

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What are Shipping options?

Shipping options are a list of seller defined shipping methods that you can receive the item by. Different shipping options will have different costs. 

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What are the different order statuses and what do they mean?

Under Order History in your account you can view the payment and fulfillment statuses. The order statuses are:

1. Paid – after you have successfully make a payment, Olemno will automatically create an  order ID and tag each item order status as paid.
2. Fulfilled – after the vendor has shipped/couriered the item, he will set the item’s order status to “Fulfilled” until then the status will be listed as "Unfulfilled". 
3. Refunded– Vendor will set the item’s order status to “Refunded” when he has made a refund to the buyer. 

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Will I be charged any fees for making a purchase?

You, the buyer, will not be charged any admin fees by Olemno. However, you are responsible for all other related charges and taxes (including shipping and customs) related to the purchase including and not limited to charges invoiced by the seller, freight forwarders or by the tax authorities.

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How do I check my order statuses?

Simply go to the Account in your profile and you can view and access details of orders that you have placed, including order ID, items, quantity and fulfillment status. 

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How do I make a credit/debit card payment?

Click the shopping cart on the top menu bar. After selecting the items that you want to checkout, fill in your delivery details which include your name, notification email, contact number and delivery address. If you are using an account, these details should already be pre-populated for you. Next click Continue to shipping method.Select one of the available shipping methods and click Continue to payment. Fill out your payment details and review the order details once last time before clicking “Complete order”. Once the payment is done, you will be redirected back to Olemno’s site. You will receive a confirmation email from Olemno. 

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Are the credit/debit card payments safe?

Olemno does not store nor handle any credit card details on our site. Our PCI level 1 compliant partners hold all your financial data securely; no one can access it, not even us!

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How do I know that my online payment is secure?

Olemno uses Secure Socket Layer (SSL) technology which ensures that all connections on Olemno’s server remain encrypted. This explains why the website address begins with “https” instead of “http”.  This ensures all information you send using our app will be encrypted. Please click the “padlock” icon on the web browser for more details on the security certificate. Olemno also do not store any credit card details and payments are processed through Shopify POS. Our PCI level 1 compliant partner hold all your financial data securely; no one can access it, not even us!

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Can I cancel my order and get a refund?

All sales made on Olemno are considered to be final and binding. Thus we do not accept any order cancellations once the order has been paid. Please contact the seller directly if you need to have your order cancelled. It is up to the seller’s discretion whether he/she will allow a cancellation and provide a full refund excluding any transaction fees that have already been incurred. In addition, do note that the admin fee collected by the Olemno is a fixed commission for facilitating a sale and thus will not be refunded. However, in rare cases where the actual item has significant discrepancies from the item description or is undelivered, please refer to our Terms of Service and Returns & Refunds Policy. If you need help in this process do not hesitate to reach out. We will try and help wherever we can.

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I did not receive my item, what am I supposed to do?

If you did not receive an item, you need to make a report to the seller by contacting him/her directly. The seller should address your concern and provide updates on the delivery of the item and its tracking information. If you find that the seller’s response is unsatisfactory, Olemno will step in to mediate. You should always communicate through the admin so that you will be protected by our Terms of Service.

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The item condition has significant discrepancies from what was stated in the item description. Am I able to get a refund?

If there are any significant discrepancies in the item, you should contact the seller directly. The seller will address your concern and offer a solution, such as offering a replacement or trading for another item. 
If both you and the seller have agreed on returning the item, you should take note of the following.

You must return the item in the exact same condition in which it was received.It may be your responsibility as the buyer to pay for the return cost of shipping depending on the seller.You, as the buyer, may need to pay for any customs charges incurred on the returned item depending on the seller.

If you are unsatisfactory with the resolution provided by the seller, you can request Olemno to mediate for you.
As part of the mediation process, the admin will review the chat history, item description, photos of the item provided by both you and the seller, and any other information about the item that you and the seller have provided. You should always communicate through the admin so that you will be protected by our Terms of Service.

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Can I denote my items in another currency?

You can view all products on www.olemno.com in 4 different currencies. Thes are USD, EUR, GBP and CAD. The default currency on Olemno is USD,

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What do the different Icons of Good entail?

The Icons of Good are there to help guide you through some of the great features of the products on www.olemno.com. For an in depth explanation you can click here.

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For Vendors: How do I sign up as a vendor?

Becoming a vendor on www.olemno.com can only be on invitation. We do this to ensure all vendors are doing the thing we believe in and are in line with the ideas we  support. Before your products are showcased we have to approve them and the vendor has signed the code of conduct. 

If we haven't reached out to you that doesn't mean we don't want you to join!!! If you believe you fit the profile and want to join the movement please send us an email on info@olemno.com and we will get back to you ASAP.

Once invited: 
1. Sign up by using the link we sent you.
2. Fill out your profile details.
3. Upload your products. This can be done individually or by bulk.

4. In the meantime we will be creating a unique vendor profile together that every customer can view to learn more about your awesome products and business.

5. Link your bank account (this is the account that you will receive your payments with). You will receive payments minus the Olemno commission every two weeks.
6. Add your shipping options 
7.We will add the icons of good for the products and approve them.                        

8. Start selling!

More detailed instructions on getting started can be found here. More details on adding & editing products can be found here.

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For Vendors: Do I get my own Seller Page in Olemno?

Yes, you do. Together we will create an awesome page with information and backgrounds of your company and its products. We are versatile and can add anything form text, images, video to entire collections. This will be another great way of showcasing you and what you do!

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For Vendors: How do I list an item?

You can list an item by Sign up by using the link we sent you. Once you have successfully on-boarded as a vendor, please review the Adding & Editing Products on Olemno page
Provide us with all the relevant details such as the item Name, Collection, Product Type, Tags, Price, Description, Quantity, Images, Icons of Good and the Shipping options. 
Once you are happy with your listing, click on “SAVE”. Olemno will review and approve as soon as possible.

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For Vendors: Why can’t I log in to my seller dashboard?

If you can’t log in to your seller dashboard, it might be because you have been banned by Olemno. You can raise a case by contacting Olemno directly on info@olemno.com.

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For Vendors: How do I edit my item information?

1. On your Vendor Dashboard menu, click on the “Product listing” tab to access all your products.

2.Select the product you want to edit, and click action button on the right.

3.You will be redirected to your specific listing’s details page.

4.From there, you may edit any details you would like.

5.Once you are happy with the new details, click on “Save” and your edits will be reflected.

For more detailed information please review the Adding & Editing Products on Olemno page

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For Vendors: Why can’t I find the right category for my item?

You are only able to add an item under a particular Collection, Product Type or Tag if it has been created by us. A list of the Collections, Product Types and Tags can be found here. If you can’t find the right category for your items, don’t worry! Send us an email at info@ olemno.com and we will review your request and see if we should add that category for you.

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For Vendors: How do I keep track of my sales?

In both the Dashboard and the invoice tabs on the vendor page you are able to view the total quantity and revenue earned for each item that you have sold.

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For Vendors: How can I keep track of orders that I receive?

Click the “Orders” and "Order Listing"tab in the top bar of the Vendor page to access your orders page. You are able to view the relevant details for each item order that you receive, including the Order ID,  Store order ID, Date, Customer Name, Payment mode and Status and Fulfillment Status. Click on Action and View on the right hand side to dive into greater details.

You will also receive automated emails with the orders from Olemno te ensure you are always up-to-date.

In this window you can fulfill the orders placed.

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For Vendors: Are there any subscription fees or listing fees on Olemno?

There are no listing fees or subscription fees charged, so you can list as many item as your like. However, you will be charged a comission fee for each transaction made. Olemno will cover the fee for the payment platform so you don't have to.For questions about this please contact Olemno at info@olemno.com

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For Vendors: How do I receive my Payout/Payment?

Shopify OS will automatically credit any Payout/Payment directly to your preferred account every 2 weeks.

All you need is a minimum of $25 in credits and an active PayPal account to receive payments from Shopify. Credits to Partner accounts are accumulated and paid out on the following schedule:

1. For all credits created between the 1st to and including the 15th of the month, payment will occur 5 business days after the 15th day of the month.

2. For all credits created between the 16th to and including the last day of the month, payment will occur 5 business days after the last day of the month.

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For Vendors: What items are prohibited on Olemno?

This policy is part of our Terms of Service. By selling on Olemno, you are agreeing to this policy. 
Olemno requires all sellers and users to abide by the laws of the jurisdictions in which you are operating and selling. If you are shipping items across international borders, we expect all members to follow the local laws of both the exporting and importing countries. 
Therefore, even if an item is illegal in one country but legal in another, it would still be strictly prohibited in Olemno. Olemno does not allow any listing that through images or descriptions facilitate or promote illegal acts when applied under a specific context.
Olemno expects all users to only list items that are legal. All items must not present legal risks to our community, be inconsistent with Olemno values or harmful to our members. These things are stated in our Code of Conduct and have to be signed by every vendor on www.olemno.com.

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For Vendors: Why is my product deleted/banned?

If any product does not adhere to the product policies in our terms of use, Olemno reserves the right to delete/ban it to maintain a comfortable environment for all users.

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