Refund policy
30-day returns
You may return your order within 30 days of receiving it. How the return is handled depends on the reason:
Defective, damaged, or incorrect item — we resolve it at no cost to you
If your item arrives defective or damaged, or you received the wrong item, we will make it right free of charge: we either send you a free replacement or issue a full refund, and we cover the return shipping — you will never pay for our mistake. Please report the issue to us within a few days of delivery and include a photo of the item.
Not satisfied — return at your own cost
If you are not satisfied with your purchase, you can return it within 30 days of delivery. In this case the cost of the return shipment is your responsibility. The refund covers the full product price; original shipping was free.
Return conditions
- The item must be unused and returned with all parts and components, in its original packaging and condition.
- Damage caused by improper use is excluded from return.
- For items where hygiene is a concern, the item must be unworn and in original condition.
- Defects must be reported promptly after receipt.
We reserve the right to decline a return if the item shows signs of use or damage that did not originate with us.
How to start a return
Email support@olivialabel.com or use our contact form, and include:
- Your order number
- The reason for the return
- A photo of the item (in case of damage or a wrong item)
- Your full name and shipping address
After contacting us you will receive the correct return address and simple instructions. Please do not return your package to the sender's address on the shipping label — returns sent without prior contact may not be processed. We recommend using a tracked shipping method for your return.
Refunds
Once your return has been received and inspected, we will issue your refund within 14 days, using the same payment method you used for the original purchase. Return processing is normally completed within 7 business days of arrival. You will not be charged any fees for the refund.
EU right of withdrawal
If you are a consumer in the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving the final item of your order, without giving a reason. Our 30-day return policy is more generous than — and fully includes — this statutory right. To exercise it, notify us by a clear statement — for example by email to support@olivialabel.com — and the return itself follows the process described above; unless the item is defective or incorrect, the cost of the return shipment is borne by the customer.
Order cancellation
Cancellation requests must be submitted within 10 hours of placing your order. After this window your order enters our fulfillment process and can no longer be cancelled. Even within the 10-hour window we cannot guarantee cancellation, as your order may already have been dispatched. If your order can no longer be cancelled, you can simply return it after delivery under the policy above.
Customs on returns
For international return shipments, the customer is responsible for any customs clearance and associated fees. Unpaid duties or taxes may result in the return not being accepted.
Questions?
Our customer service is available Monday to Friday, 9:00 AM – 5:00 PM (EST) via support@olivialabel.com or our contact page.
Demi Group, trading as Olivia Label — Company number (KvK/CoC): 97105767, Netherlands
