Refund policy
At Olivia The Label, we want you to love your new wardrobe additions whether it's our signature maxi dresses, stylish outerwear, or chic accessories. If your purchase isn’t quite right, we are here to help. Please review our comprehensive return and refund policy below to ensure a smooth process.
Return Window
We offer a 30-day return window. You have 30 days from the date your order is delivered to request a return and send your item back to us.
Return Method
All returns must be completed by mail. Please do not attempt to return items in person.
Item Condition Requirements
To be eligible for a change-of-mind return (e.g., wrong size, styling didn't work out), your items must meet the following strict conditions:
- Unworn, unwashed, and completely unused.
- All original Olivia The Label tags must be securely attached.
- The item must be returned in its original packaging.
- Proof of purchase (order confirmation or receipt) must be provided.
Non-Returnable Items
For hygiene and policy reasons, we cannot accept returns on the following items for a change-of-mind:
- Swimwear (e.g., our two-piece bikinis) where the protective hygiene seal has been removed or altered.
- Earrings and pierced jewellery.
- Customised or personalised garments.
- Gift cards.
Return Shipping Costs
- Change-of-Mind Returns: The customer is responsible for paying all return shipping costs. We highly recommend using a trackable shipping service.
- Faulty or Incorrect Items: Olivia The Label covers the return shipping costs for items that arrive damaged, defective, or incorrect.
Restocking Fees
We do not charge any restocking fees ($0 restocking fee) for eligible returns.
How to Start a Return
To initiate a return by mail:
Step 1: Email our support team at orders@oliviathelabel.com with your order number and the reason for your return.
Step 2: Once your request is reviewed, we will email you confirmation and specific instructions for sending your package. Please note: Items sent back to us without prior approval will not be accepted.
Step 3: Package your unworn items securely and mail them via your chosen carrier to us.
Faulty, Damaged, or Incorrect Items
If you receive a damaged dress or an incorrect item, please email us immediately at orders@oliviathelabel.com with clear photos of the defect or issue. For approved faulty items, we will cover the return shipping costs and offer you the choice of a full refund or a replacement. The standard condition requirements do not apply to genuinely faulty items.
Refund Processing Timeframe
We process all refunds strictly within the following exact timeframe:
Transit & Inspection: Once your returned package arrives at our Australian facility, please allow 3 to 5 business days for our team to inspect the garment(s) and ensure they meet our condition requirements.
Transit & Inspection: Once your returned package arrives at our Australian facility, please allow 3 to 5 business days for our team to inspect the garment(s) and ensure they meet our condition requirements.
Refund Issuance: Once the inspection is complete and your return is approved, your refund will be immediately processed back to your original payment method.
Bank Processing: Please allow 10 business days for your bank or credit card provider to officially post the funds to your account. You will receive an email notification the moment your refund is issued on our end.
GST & Currency Notice
- All prices are in AUD ($).
- Prices include Australian Goods and Services Tax (GST) where applicable.
- No additional taxes or hidden fees will be applied at checkout.
Exchanges
We do not process direct exchanges. If you need a different size or a new style, the fastest method is to return your original item for a refund (following the policy above) and place a separate, new order on our website.
Contact Information
For any questions regarding returns, refunds, or exchanges, please contact our support team:
Email: orders@oliviathelabel.com
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM AEST
