FAQ
Frequently asked questions
How do I order on Facebook and how do I enter a code?
To order a product, enter its code in a comment under a post, under a Live or in a private message. Enter the code exactly as given by the Live hosts or as stated in the sales post.
The code always has the same structure: XA000 B
The hosts give a unique code for each product and colour. Colour letters may differ between clothing models, e.g.:
- Embroidered shirt – white: B, beige: E, yellow: Z
- Sweater – white: B, beige: E, green: Z
I enter codes but don’t get any response. What should I do?
Check that you are entering the code correctly – it must be exactly as given by the hosts (see “How do I order on Facebook and how do I enter a code?” for a full description of the code).
If you are shopping with us for the first time and we haven’t chatted on Messenger yet, be sure to send us a message saying MODIT KOSZYK. The system will automatically send you a link to your cart.
Do you ship abroad?
Yes, but at the moment we only ship within the European Union.
What delivery options are available?
We ship orders to InPost parcel lockers and via courier, including to other European Union countries. You will see the exact cost and available delivery options in your cart before placing the order.
How can I return my order?
If the product you ordered doesn’t meet your expectations, you can return it within 14 days of receiving the parcel. Returned items must have their original tags and must not show any signs of use.
1. Fill in the return form
Download and fill in the return form (you will find it at the end of the terms and conditions) or enclose a handwritten statement including:
- your first and last name and your Facebook name,
- the order number,
- the name of the returned product,
- the bank account number for the refund.
2. Prepare the parcel
- Pack the product in its original packaging (if it was packaged).
- Make sure the product shows no signs of use.
- Enclose the return form or statement.
- Enclose the receipt.
3. Send the parcel – yourself or via Wygodne Zwroty
We recommend wygodnezwroty.pl/modaitaliana – you can send the parcel quickly without printing a label and choose the most convenient shipping method.
You can also send the parcel to:
Moda Italiana Olga e Roberto
ul. Batalionów Chłopskich 138
42-209 Częstochowa, Poland
phone +48 731 300 323
modaitalianaoer@gmail.com
Return shipping costs are covered by the customer.
4. Wait for your refund
Once we receive and verify the parcel, we will refund you within 14 days. The refund is made using the same payment method used for the order, unless agreed otherwise.
What should I do if a product is defective or damaged?
Contact us, describe the problem and attach photos, then wait for further instructions.
- Phone: +48 731 300 323 – the fastest way to reach us
- Messenger: facebook.com/ModaItalianaOeR
- E-mail: kontakt@olgaeroberto.pl
How do I remove a product from my cart (Facebook/Messenger)?
Go to your order summary on Messenger. Next to the product you will find a red bin icon – click it to remove the product.
If you have several pieces in your cart, you can remove them one at a time.
How long does an order take and is express shipping possible?
We usually ship orders within 1–3 business days. We will let you know about any delays via Messenger or SMS. We work with InPost – delivery takes 1–2 business days.
If you need your order shipped sooner, call us at +48 731 300 323 – ideally right after paying for your order. We will tell you the earliest possible shipping date.
When do the sales Lives take place?
- Monday: 7:00–10:30 PM
- Tuesday: 3:00–6:00 PM and 7:00–10:30 PM
- Wednesday: 7:00–10:30 PM
- Thursday: 7:00–10:30 PM
- Friday: 3:00–6:00 PM
- Saturday: 12:00–3:00 PM
Where can I watch the Lives?
Lives take place on our main Facebook profile: facebook.com/ModaItalianaOeR. While a Live is on, the shop menu shows a “Live now” badge with a direct link to it.
How long can I keep my parcel open?
A parcel can stay open for up to 5 days.
If you receive a message from us asking you to close it, you can do so after the Live on the same day.
Where are your brick-and-mortar stores?
- Częstochowa, ul. Okulickiego 52 (Kaufland – Parkitka)
phone +48 797 375 894
Monday–Saturday: 9:00 AM–8:00 PM - Częstochowa, ul. Jagiellońska 1 (former PZU building)
phone +48 790 200 422
Monday–Friday: 8:45 AM–6:15 PM
Saturday: 8:45 AM–3:15 PM - Częstochowa, Al. Wolności 45 (PKS bus station)
Monday–Friday: 8:00 AM–6:00 PM
Saturday: 8:00 AM–3:00 PM - Częstochowa, Al. Wolności 3/5 (Megasam)
phone +48 793 773 600
Monday–Friday: 9:00 AM–6:00 PM
Saturday: 9:00 AM–3:00 PM - Częstochowa, Al. NMP 16
Monday–Friday: 9:00 AM–6:00 PM
Saturday: 9:00 AM–2:00 PM - Bytom, Plac Wolskiego 2
phone +48 731 773 200
Monday–Friday: 9:00 AM–6:00 PM
Saturday: 9:00 AM–2:00 PM
Official sales channels – where can I shop safely?
- Main Facebook account (Lives): facebook.com/ModaItalianaOeR
- Additional Facebook account (sales posts): facebook.com/POSTY.OLGAeROBERTO
- Website: olgaeroberto.pl
Our other official accounts:
- Instagram: instagram.com/olgaeroberto
- TikTok: tiktok.com/@olgaeroberto
Warning! Fake websites and accounts impersonating our brand may appear online. For your own safety, always check the profile name and link carefully before making a purchase.
Thank you for your trust and vigilance. If you have any other questions, contact us: +48 731 300 323.
How do I link my Live purchases with my shop account?
Log in and go to My account, then use the “Connect account” option. Once your account is linked with Messenger, products ordered during Lives will be added to the same order.
How do I check the status of my order?
Log in to your account and go to My account → Orders. You will find a list of your orders along with their current status.