FAQ
Returns & Refunds
How long do I have to return an item?
You can return items within 30 days from the delivery date. Returns requested after this period cannot be accepted.
Who pays for the return shipping?
Customers are responsible for return shipping costs. We recommend using a tracked courier to ensure safe delivery.
Is there a restocking fee for returns?
No, we do not charge any restocking fee.
How long does it take to receive a refund?
Refunds are processed within 7 days after receiving and inspecting the returned item(s)
How do I start a return?
To begin the return process, email us at support@oliviarosa.com with your order number. Our team will provide detailed return instructions.
What are the conditions for returning an item?
Returned items must be:
- Unused and unwashed
- Returned in the original packaging
- Complete with all original tags attached
Can I exchange an item?
Yes, you can exchange an item. To do so, contact support@oliviarosa.com within 30 days of delivery. The item must be unused, unwashed, returned in its original packaging, and have all original tags attached. Once your exchange request is received, the support team will guide you through the process. Please note that the original item must be returned first, and once it has been received, your replacement item will be shipped.
Cancellations
Can I cancel my order?
If you wish to cancel an order, please contact us at support@oliviarosa.com before the parcel has been dispatched. Once dispatched, cancellations are not possible.
Damaged or Incorrect Items
What if I receive a damaged or incorrect item?
If you receive an item that is damaged or incorrect, please contact us promptly at support@oliviarosa.com and include clear photos of the issue. Once verified, we will arrange for either the correct item or a suitable replacement to be sent at no additional cost.
Shipping & Delivery
What are your shipping times?
- Order Cut-Off Time: 14:00 GMT
- Processing Time: 1–2 days (Monday–Friday)
- Transit Time: 4–6 days (Monday–Friday)
- Total Delivery Time: Approximately 5–8 business days
Do you offer free shipping?
Yes, shipping is free within the United Kingdom.
What if my order is delayed?
If the maximum time for order delivery has passed and your order still hasn't arrived, allow up to 2 extra days (Monday to Friday) and don't forget to use your tracking code. If your package still hasn't arrived, please contact us, quoting your order number.
Payments
What payment methods do you accept?
We accept secure payments through Visa, Mastercard, Maestro, American Express, PayPal, Shop Pay, UnionPay, Apple Pay, and Google Pay.