Refund policy

At Olivene London, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help with a straightforward and fair returns process.

Returns Window

You have 30 days from the date you receive your order to initiate a return. After 30 days, we cannot accept returns.

Return Conditions

To be eligible for a return, your item must be unused and in the same condition as when you received it. The product must also be in its original packaging with all tags attached.

How to Return an Item

To begin a return, please contact our customer service team at support@olivene-london.com. In your email, include your order number, the name on the order, and your shipping address. Once we approve your return request, we will send you detailed instructions including the return shipping address.

Refunds

Once we receive and inspect your return, we will process your refund. Refunds are issued to your original payment method within 14 days of us approving the return.

Non-Refundable Items

We cannot accept returns for opened or used products. Gift cards and store credit are also non-refundable.

Late or Missing Refunds

If you have not received your refund after 14 days, please first check with your bank. Payment processing can sometimes cause delays. Then contact your credit card company or payment provider, as it may take additional time for the refund to appear on your statement. If you have taken these steps and still have not received your refund, please contact us.

Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us at support@olivene-london.com as soon as possible. You will need to provide photographic evidence of the issue. We will then arrange for a replacement product to be sent to you at no charge. For damaged, defective, or incorrect items, we will cover the return shipping costs.

Exchanges

We do not offer direct exchanges. Instead, you may return your item for a refund and place a new order for the item you prefer.

Order Cancellations

Once an order has been placed, it cannot be cancelled. Please review your order carefully before completing your purchase.

Return Shipping

Customers are responsible for return shipping costs, except in cases where we have sent a damaged, defective, or incorrect product.

Restocking Fees

We do not charge any restocking fees for returned items. If your return meets our conditions, you will receive a full refund of the item price.

Change of Mind Returns

If you change your mind about a purchase, you may return the item within 30 days of receiving it, provided it is unused and in its original condition and packaging. For change of mind returns, customers are responsible for return shipping costs.

Contact Information

Store Name: Olivene London
Address: 15 Wesley Way, Newcastle upon Tyne NE12 9TA, United Kingdom
Email: support@olivene-london.com

Customer Service Hours:
Monday to Friday: 9:00 AM to 5:00 PM (GMT) Greenwich Mean Time (London)

We aim to reply to your email within one business day.