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OvH | Free Worldwide Returns and Exchanges

RETURNS AND EXCHANGES GUIDELINES 

We hope you will love your Olivia von Halle order, but if for any reason you would like to return your item/s they can be returned for exchange or refund for free provided that the guidelines outlined below are observed. Please note, this policy does include items purchased in the archive sale but regretfully excludes items that have been monogrammed or personalised with bespoke embroidery.

ONLINE RETURNS 

  1. Go to: https://web.global-e.com/Returns/Portal/mZn6
  2. Find your order by entering your order number, including the #, and email address. 
  3. Select the item(s) you wish to return and provide a reason for return.
  4. Click 'Express prepaid return'
  5. Print your return label.
  6. Please pack all items in original condition and packaging, with all tags in place.
  7. Affix the prepaid shipping label to the outside of the box, covering any existing shipping labels on the box.
  8. Arrange a collection or find your nearest drop-off point using https://mydhl.express.dhl/us/en/home.html#/createNewShipmentTab
    • Choose your country's location. This option can be found by clicking on the flag symbol at the top right of the page.
    • When asked if you need to create a shipping label, choose 'no', as the prepaid label for your return has already been created.
    • Select the option 'I have a DHL Waybill Number' from the drop-down menu.
    • Enter your waybill number in the requested field- you can find this under the barcode on your label.
    • Please also enter your contact number in the field next to it, along with your country prefix code.
    • When prompted, please fill out the relevant address and contact details.
    • Enter the weight and dimensions of your parcel.
    • Choose a date and time that suits you.
    • Finally, follow the confirmation requests to schedule the pickup of your items and take note of your reference number.
    • Alternatively, you can call DHL, quoting your 10-digit waybill number and request for them to collect the package at a time that suits you. If you need an account number, please use 967107428.
All approved returns will be credited in the original currency, account and payment method used for the original purchase.
  • Goods should be returned unworn and packaged as per the original order with all tags in place, folded and wrapped in the original tissue paper and inside the original unmarked gift box.
  • All items should be returned in the original cardboard outer carton which protects the gift box. If this is impossible then an alternative cardboard outer may be used.

INTERNATIONAL RETURNS

If you are not fully satisfied with your Olivia von Halle product we are able to offer you free shipping for international returns.

Please note that any international customs duties and taxes paid at checkout or on receipt of goods are not refundable and you will be refunded the product cost only

EXCHANGES

To request an exchange please email customerexperience@oliviavonhalle.com or call our customer services team on +44 (0) 20 7700 1007 - please quote your order number and the item(s) you want to exchange.

Subject to stock availability, we will exchange eligible items that are returned to us within 30 days. In cases where we are unable to provide an exchange, we will first offer a credit. The new item will be shipped to you after the returned item has been received by us and checked.

REFUNDS

If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 30 days of being received by you. Items bought in the archive sale are subject to 14 days return policy. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. This is outside of our control. Shipping fees cannot be refunded.

FAULTY GOODS

Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. We at Olivia von Halle take every effort to check your purchase thoroughly for any faults before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.

BESPOKE EMBROIDERED AND MONOGRAMMED ITEMS

Please note that we are not able to refund or exchange personalised items. All sales of items that have been personalised with bespoke embroidery or monogrammed are final. Unless the item is faulty, no exchange, credit note or refund will be offered and the conditions set out above will not apply.



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