Refund Policy

RETURNS & REFUNDS

Can I return my order?

Yes. You may request a return within 14 days of receiving your order if you are not satisfied with your purchase.

To be eligible for a return, all of the following conditions must be met:

  • The return request is made within 14 days of delivery

  • Items must be unused, unworn, and in the same condition as received

  • All original packaging, tags, accessories, and components must be included

  • Items must show no signs of wear, damage, or improper use

  • Products subject to hygiene standards must be returned clean and unused

  • Sale or discounted items are final sale and cannot be returned unless faulty

  • Return shipping costs are the responsibility of the customer

We reserve the right to decline any return that does not meet these requirements.

DEFECTIVE OR DAMAGED ITEMS

If your item arrives damaged or defective, please contact us within 48 hours of delivery.
Include clear photographic evidence so we can assess the issue.

Once verified, we will offer an appropriate resolution in accordance with UK consumer protection laws.

HOW TO RETURN YOUR ORDER

To request a return, please email us at:

📧 hello.olivia.london.uk@gmail.com

Include the following information in your message:

  • Order number

  • Reason for return

  • Clear photos (if the item is damaged or defective)

  • Full name

  • Shipping address

Once your return is approved, we will provide the correct return address and further instructions.

⚠️ Please do not send items back without approval.
Returns sent to the original sender address or without authorization may not be accepted.

RIGHT OF WITHDRAWAL (UK CONSUMER RIGHTS)

In line with the UK Consumer Contracts Regulations, you have the right to withdraw from your purchase within 14 days of receiving your goods, without providing a reason.

As orders are processed automatically, cancellations are not possible once an order has been dispatched.
If your order is already in transit, please wait for delivery and then initiate a return.

The right of withdrawal is exercised once:

  • You notify us of your intention to return, and

  • The returned goods are received by us

Return shipping costs are the responsibility of the customer.

SHIPMENTS IN TRANSIT

Our products are shipped from international warehouses, primarily located in Asia. As a result, delivery times may vary and are outside of our direct control.

Orders that are already in transit cannot be cancelled. You may, however, notify us of your intent to return and proceed once the order has been delivered.

For faster processing, we recommend sharing the return tracking number once your return has been dispatched.

REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are processed within 14 days of receiving the returned item

  • Refunds are issued to the original payment method

  • Original shipping costs are non-refundable

RETURN ADDRESS

All approved returns must be sent to our central international warehouse at the customer’s expense.
The exact return address will be provided after your return request has been approved.

IMPORTANT NOTES

  • We are not responsible for lost or untracked return shipments

  • We strongly recommend using a tracked shipping service

  • Returns that do not comply with this policy may be refused or returned to the sender

  • This policy does not affect your statutory rights under UK law

CONTACT

If you have any questions regarding returns or refunds, please contact us:

📧 hello@olivialondon.net