Return Policy

Refund and Exchange Policies

We strive for 100% customer satisfaction and offer a refund or exchange in the following cases:

  • Return according to our policies: You want to return an item that falls under our return conditions.
  • Damaged or incorrect delivery: If you have received a damaged or incorrect product, please contact us within 14 days of receipt at Info.oliviaandharper@gmail.com. We will arrange for a replacement or exchange of the product.
  • Non-received items: If you have not received your order within 30 days of the purchase date, we consider it lost. Depending on the situation, we will offer a replacement item or a partial refund.

Items That Cannot Be Returned The following products are excluded from return or refund:

  • Digital products
  • Underwear
  • Cosmetics and personal care products
  • Bedding and household goods
  • Food
  • Flowers and plants
  • Custom-made items
  • Single-use products

Returns and Exchanges

To request a return, please email us at Info.oliviaandharper@gmail.com, stating the reason for the return. Returns must meet the following conditions:

  • The product shows no signs of use.
  • The item is in its original packaging and complete.
  • The return request is made within 30 days of receipt.

Return Conditions

Please note that we do not offer free returns, and we do not have a warehouse in Europe. Our return center is located in Shenzhen, China. The return address is:

U8 Industrial Park, Xixiang St, Baoan, Shenzhen 518000, China.

Please note that return shipping costs to China are the responsibility of the customer and typically cost at least €25.00. The refund will be processed once the returned products have been received and inspected.

Delayed Delivery

We strive to deliver your order within 12 business days. However, due to unforeseen circumstances such as the COVID-19 pandemic or shipping carrier delays, we cannot guarantee a specific delivery date. Refunds for delayed deliveries are not possible.

Cancellations

Orders can only be canceled within 24 hours of placing the order. Once the order has been shipped, cancellation is no longer possible.

Return Shipping Costs

The customer is always responsible for the return shipping costs. When returning orders that fall under special promotions such as "1+1 free," the entire order must be returned.

Customer Service

Do you have questions or need assistance with returning your order? Contact our customer service at Info.oliviaandharper@gmail.com.

Frequently Asked Questions

  • I received a defective or incorrect product, what should I do?
    Contact us at Info.oliviaandharper@gmail.com and send us photos or videos of the defective product. Once your situation is confirmed, we will arrange for an exchange.

  • When will I get my refund?
    Once the returned products have been received and inspected at our warehouse, we will process the refund within 2 business days. Please note that your bank may take 3-5 business days to process the refund and post it to your account.

  • My order was returned to the sender, what now?
    This can occur in the following cases:

    • The package was not picked up.
    • The provided address was incorrect.
    • Customs fees were not paid. In these cases, we may retain up to 50% of the purchase price as a restocking fee.

  • Do you offer a prepaid return label?
    No, the customer is responsible for return shipping costs.

For further questions, feel free to contact us at Info.oliviaandharper@gmail.com.