Refund policy

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Our return and refund policy is detailed below - please contact us at hi@oliolioliuk.co.uk if you have any questions. 

Unwanted items

We want you to love the items you buy from us! If you change your mind, or they're just not what you wanted, please get in touch within 14 days of delivery to arrange a return.

Please note that you will need to cover the return postage costs unless the original item is incorrect, faulty or damaged. You must obtain proof of postage for returned items. Once we receive your returned item, we will issue a full refund provided it is still in a saleable condition.  

Damaged & incorrect items

Please inspect your order upon delivery and contact us immediately if any item is defective, damaged or not as ordered. We will review the situation and respond with further instructions.

In the case of damaged items, please retain all packaging and take photographs of the damage to both the packaging and the contents. We will need these to make a claim from Royal Mail. Unfortunately, we are unable to help with any claims if the item or packaging has already been disposed of, or photographs of the damage are not provided.

How to request a return

Returns must be requested within 14 days of delivery. Items sent back to us without first requesting a return will not be accepted. You can request a return through your user account or by email.

(a) Submit a return request through your user account

Click the profile icon in our shop navigation menu (or click here) then follow the return request process:

1. Log into your account:
  • In the Email field, enter your email address, and then click Continue.
  • In your email account, open the email from us and copy the six-digit verification code.
  • Return to our online store, and enter the six-digit verification code.
2. Click the order that you want to submit the return for (and select the items you want to return, if your order has more than one item).

3. Select a return reason and add a note for us.

4. Click Request return. 

(b) Request a return by email

Email us at hi@oliolioliuk.co.uk - please quote your full name, order number and postcode so we can easily locate your order details. It would also be helpful if you could explain why you would like to return the item.

Processing returns

Once we receive your return request, we will respond with full instructions on how and where to send your package. Please note that you will need to cover the return postage costs unless the original item was faulty or damaged. 

Any returned items must arrive with us in a saleable condition (i.e. in the same condition that you received it, and in its original packaging) in order to qualify for a refund or replacement. Please ensure the item is properly packaged, to avoid damage in the post. Our original packaging will be fine for this so long as it is properly resealed.

You must obtain proof of postage for returned items, to ensure we are both covered for any loss or damage in the post. Standard post is fine (a tracked service is not necessary except for high order values), so long as you obtain a receipt from the Post Office and retain it until we have confirmed that your item has been delivered to us.

We will be happy to provide a full refund upon receipt of the item, providing it is still in a saleable condition.

Exchanges

We do not offer exchanges. If you would prefer a different design, please place a new order on our website and return any unwanted items to us (as described above). If you would prefer to wait for your refund before reordering, please feel free to tell us which replacement item(s) you plan to order when you contact us about your return. We will be happy to hold them for you until we receive your returned item, to ensure the design you want doesn't sell out in the meantime.

Refunds

We will get in touch once we’ve received and checked your return. Once approved, we will issue the refund to your original payment method. We aim to process all refunds within 5 working days (usually quicker). Please remember it can take some time for your bank or credit card company to process the refund too.

Exceptions

Pre-ordered items can only be returned and refunded for store credit - we are unable to give cash refunds unless the item is faulty. Please get in touch if you have any questions or concerns about this.

Unfortunately, we cannot accept returns on sale items or gift cards.