Refund policy

Returns
We’re happy to accept returns on both opened and unopened products up to 30 days after your order was delivered. All returns help us better understand your experience, ensure product quality, and maintain the highest standards for our customers.

Non-returnable items:

  • Gift cards

All returns, exchanges, damaged items, and incorrect orders are handled through our Returns Portal.

👉 Start your request here: [Olivelle Returns Portal]

Through the portal, you can:

  • Submit a return or exchange request
  • Report damaged items
  • Report incorrect items
  • Upload photos for review

Once submitted, a member of our team will personally review your submission and follow up with you as quickly as possible.

All returned items may be required to be sent back to us so we can properly evaluate the product and ensure quality control.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. Please note refunds can take up to 7 business days to be reflected on your bank statement. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@olivelle.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, 👉 Start your request here: [Olivelle Returns Portal]

Shipping

In your cart, you will see an optional “Checkout+ Free Returns” add-on / button to checkout.

Here’s how it works:

  • If you select Checkout+ Free Returns at checkout, you’ll receive a prepaid return shipping label at no additional cost when you submit a return through the portal.
  • If you do not add Free Returns, you can still use the Returns Portal, but return shipping costs will be the customer’s responsibility.

This option is designed to give you extra peace of mind when trying new products.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.