RETURNING TO THE LONDON STORE
You can now return or exchange your Olivia von Halle web order to our London store if this is more convenient for you - you can find more information regarding our store here, you will just need your original order number and or name – goods must be within the 28 days returns policy as stated above.
Failure to adhere to these guidelines may result in delays processing the return, deductions being made to the value of refunds; and exchanges/refunds being refused.
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
Subject to stock availability, we will exchange eligible items that are returned to us within 28 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.
If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 28 days of being received by you. 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.
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.