Refund policy

At Olivia New York, we want you to be happy with your purchase. We have a simple and clear return policy that will give you peace of mind if you are not completely happy with your purchase.

Money-Back Guarantee for 30 Days

You can get your money back for eligible items within 30 days of delivery if they meet the requirements listed below.

The state of the product

The product must meet the following requirements to get a refund:

  • Be in its original packaging, unopened, and unused
  • Include all original parts, accessories, and promotional items, if there are any.

Items That Can't Be Returned

We can't take back any items that have been opened, used, or messed with for health and safety reasons.

Costs of Return Shipping

  • Change of Mind: The customer has to pay for the return shipping.
  • Oliva New York will pay for the return shipping of items that are broken or not working.

We will look over each return request very carefully to make sure it is handled fairly.

Accepting Returns

We will take back items that are broken or not broken as long as they meet the conditions above.

Exchanges

At this time, we do not accept exchanges. If you want to exchange something, please place a new order and send the old one back for a refund.

How to Start a Return

  • To start your return request, please get in touch with our support team.
  • Follow the steps our team gives you to pack the item safely.
  • Send the package by mail to the address you were given. Please be aware that there are no prepaid return labels.

Fee for Restocking

We don't charge a restocking fee for returns that have been approved.

How and when to get your money back

We will send you an email to let you know if your refund has been approved or denied after we get and check the item you sent back.
If your refund is approved, it will be sent back to the same payment method you used to make the purchase within 20 days.
Please give your bank or payment service more time to finish the transfer.

Contact

Please feel free to get in touch with us using the information below if you need help or have any questions.

Phone: +44 7397 951962
Email: support@olivia-newyork.com
Company Address: 56 Java Road, North Point, Hong Kong
Warehouse Address: 27 Marlowe Street, Camberwell, London, SE5 8TR United Kingdom

Hours of Operation:
Monday through Friday from 9:30 AM to 5:00 PM (GMT-8)
Saturday and Sunday: 10:00 AM to 4:00 PM (GMT-8)

We usually answer questions within 12 hours on weekdays and 24 hours on weekends.