Refund policy
RETURNS, REFUNDS & REPLACEMENTS POLICY
We want you to have a great experience with your order. If something isn’t right, we’re here to help.
1) Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of receiving your order.
To help us resolve it quickly, please send:
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Your order number
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A clear photo of the issue
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A short explanation of what’s wrong
If the issue is confirmed, we will cover the cost and offer either:
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a free replacement, or
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a full refund
If you choose a replacement and your claim is approved, a new order will be shipped within 3 business days.
If you choose a refund, it will be returned to your original payment method within a few working days (depending on your bank/card provider).
2) Lost Packages
If your order is marked as lost in transit, you must contact us within 30 days after the estimated delivery date so we can investigate and help.
NOT ELIGIBLE FOR REFUNDS / REPLACEMENTS
We cannot offer a refund, replacement, or reshipment in the following cases:
Wrong Address Provided
If the shipping address is incomplete/incorrect and the parcel is returned, you may need to pay reshipping costs to send it again.
Unclaimed Deliveries
If a delivery goes unclaimed and is returned, you may need to pay reshipping costs.
Change of Mind
We do not offer refunds for change of mind (buyer’s remorse).
Customs Rejection / Duties & Taxes (International Orders)
If a package is returned due to customs rejection or because duties/taxes were not paid, we cannot issue a refund. Any customs fees and import charges are the customer’s responsibility.
Order Can’t Be Cancelled After Processing Starts
If your order has already been prepared/processed for fulfilment, it may not be possible to cancel it even if it hasn’t shipped yet.
Uncollected FedEx Deliveries (Important)
If a FedEx shipment cannot be delivered due to reasons such as:
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incorrect address
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missing/incorrect phone number
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refusal/failure to pay import duties or taxes
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recipient unavailable or refusal
the carrier may abandon or destroy the parcel. In these cases, we cannot offer a refund, replacement, or reshipment.
EU 14-day cooling-off note: To cancel or return under EU rules, you must accept delivery of the goods. Not accepting delivery does not count as a valid cancellation and may remove your right to a refund.
LATE OR MISSING REFUNDS
If you haven’t received your refund:
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Check your bank/card account again (some refunds take time to appear)
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Contact your card provider (posting times vary)
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Contact your bank
If you’ve done the above and still haven’t received it, please contact our support team and we’ll help.
CONTACT US
Email: team@olveia.com