Returns & Refunds Policy
At Olivia & Rose London, we want you to feel confident with every purchase. If for any reason you are not completely satisfied with your order, you may request a return in accordance with the policy below.
Contact:
📧 info@oliviaroselondon.co.uk
1. Eligibility for Returns
Returns may only be requested after the item has been delivered and received.
To qualify for a return, items must be:
- Unworn, unused, and unwashed
- In their original condition
- Returned with all original tags and packaging
- Free from damage, stains, fragrances, or signs of wear
- Eligible for return under the conditions set out in this policy
Items may be tried on for fit and size, but must not be used beyond reasonable inspection.
Returns that do not meet these conditions may be refused.
Please note: Items purchased at a high discount, as part of a clearance promotion, or otherwise marked as non-returnable are not eligible for return, except where required by applicable law.
2. Return Period
For items that are eligible for return, you may request a return within 14 calendar days of receiving your order.
To initiate a return, please contact our customer support team at:
Please include your order number and reason for the return in your email.
Submitting a return request does not automatically mean that the return has been accepted. Our customer support team will first confirm whether your item is eligible for return under this policy.
3. Sale & Highly Discounted Items
IMPORTANT: PRODUCTS PURCHASED AT A HIGH DISCOUNT MAY NOT BE ELIGIBLE FOR RETURN.
Items purchased as part of selected high-discount promotions, clearance sales or final-sale promotions may be excluded from our standard return policy.
Where an item is excluded from returns because of a promotion or discount, this will be communicated as part of the applicable offer or sale terms.
This means that the standard 14-day return procedure described above may not apply to these items, subject to your statutory rights and applicable consumer law.
Please carefully review the applicable offer and product information before completing your purchase.
For questions regarding whether your order is eligible for return, please contact:
4. Return Procedure
If your item is eligible for return and your return request has been reviewed and approved, we will provide detailed return instructions, including the appropriate return address.
Please do not send an item back before contacting our customer support team and receiving the relevant return instructions.
Customers are responsible for arranging the return shipment and covering any applicable return shipping costs, unless otherwise required by applicable law.
For your protection, we strongly recommend using a tracked shipping service, as we cannot accept responsibility for parcels lost during transit.
5. Refunds
Once an eligible returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method.
Refunds are typically processed within 14 calendar days after the returned item has been received and approved.
Please note that processing times may vary depending on your payment provider.
Items that are not eligible for return under our Sale & Highly Discounted Items policy will not qualify for a standard return refund, except where required by applicable law.
6. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, or different from what you ordered, please contact us as soon as possible at:
Please include your order number and, where possible, clear photographs showing the issue.
We will review the matter and provide an appropriate solution in accordance with your statutory consumer rights.
The exclusion for highly discounted or sale items does not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or incorrect goods.
7. Shipping Responsibility
Customers are responsible for providing accurate shipping information when placing an order.
If you notice an error in your delivery details, please contact us as soon as possible at:
We cannot guarantee modifications once an order has entered processing.
8. Return Shipping Costs
Unless otherwise required by applicable law, return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable, except where a refund of those charges is required by applicable consumer law.
We strongly recommend using a tracked shipping service when returning an item.
9. Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or override any rights that customers may have under applicable UK consumer law.
Where there is a conflict between this policy and a mandatory statutory consumer right, the applicable statutory right will take precedence.
10. Contact Us
If you have any questions regarding returns, refunds, sale items or your order, our customer support team is happy to assist.
Olivia & Rose London
Timeless Elegance. Everyday Confidence.