Refund policy

Last Updated: July 28, 2026

At Olivaa, customer satisfaction is our priority. We want you to love every item you purchase from us. If your order does not meet your expectations, we provide a clear and straightforward return and refund process to assist you.

1. 30-Day Return Window

Olivaa accepts return requests within 30 days from the date your order was delivered.

To be eligible for a return, items must meet the following requirements:

  • Items must be unworn, unwashed, and unused, with all original tags attached.
  • Items must be returned in their original condition and packaging when required.
  • Items must be in the same condition as received.
  • A valid order number or proof of purchase is required for all return requests.

2. How to Request a Return

To start a return, please contact our customer support team at hello@olivaa.shop with your order number and the reason for your return.

After reviewing your request, our team will provide return instructions and confirm whether your return has been approved.

Please do not send items back before receiving return authorization from Olivaa. Items returned without prior approval may not be accepted or processed.

When returning an item, we recommend using a shipping service with tracking information. Customers are responsible for ensuring the returned package is shipped safely until it reaches Olivaa.

3. Return Shipping Costs

  • Customer Preference Returns: Returns due to personal preference, incorrect size selection, change of mind, or style preference are accepted, but customers are responsible for return shipping costs.
  • Damaged, Defective, or Incorrect Items: If you receive an item that is damaged, defective, or different from what you ordered, please contact us promptly. Olivaa will provide a prepaid return shipping label or cover all return shipping costs for approved returns related to these issues.

4. Product-Specific Return Requirements

To ensure returned items can be properly inspected and processed, please follow these requirements:

  • Clothing: Dresses, tops, bottoms, wedding apparel, and occasion wear must be returned unworn, unwashed, and with original tags attached.
  • Shoes: Shoes must be returned unused and without signs of wear. The original shoe box and all packaging must be included and returned in good condition.
  • Accessories: Accessories must be returned unused and in their original condition.

5. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If your item arrives damaged, defective, or you receive an incorrect product, please contact us within 7 days of delivery.

Please provide photos or relevant details about the issue so our team can review your request and provide an appropriate solution.

6. Non-Returnable Items

Certain items cannot be returned if they do not meet our return condition requirements, including:

  • Items that have been worn, washed, altered, or damaged after delivery.
  • Items returned without original tags attached or without original packaging when required.
  • Shoes or accessories showing signs of wear, use, or damage after delivery.
  • Items marked as "Final Sale."

7. Exchanges

At this time, Olivaa does not offer direct exchanges.

If you need a different size, color, or style, please complete the return process for your original order and place a new order separately.

8. Refunds

Once your returned item has been received and inspected, we will notify you regarding your refund status.

  • Approved refunds will be issued to the original payment method used during checkout.
  • Please allow 3–7 business days for the refund to appear in your account, depending on your bank or payment provider’s processing time.
  • Original shipping charges are not refundable unless the return is caused by a damaged, defective, or incorrect item received from Olivaa.

9. No Restocking Fees

Olivaa does not charge any restocking fees for approved returns.

10. Related Policies

For more information about our store policies, please review the following pages:

Contact Information

If you have any questions regarding our return and refund process, please contact us:

Business Name: Olivaa
Website: www.olivaa.shop
Email: hello@olivaa.shop
Business Address: 3411 Courtyard Cir, Farmers Branch, TX 75234, United States
Phone Number: +1 940-204-3152
Customer Support Hours: Monday – Saturday: 9:00 AM – 5:00 PM Central Time, CT
Business Days: Monday – Saturday. Sunday: Closed.