OLIVIA's in-store returns policy is as follows:
- Items can only be returned within 14 days of purchase.
- For hygiene reasons, we do not accept returns for Earrings.
- Items must be in their original condition– unused, unaltered and unwashed with all original tags attached.
- All returns must be accompanied with proof of purchase– this can be the original receipt issued at checkout or a bank statement.
Only items that meet the criteria above will be offered an exchange, refund or store credit.
For exchanges that exceed the original amount purchased, the customer is expected to cover the additional costs.
Sale items can only be exchanged for a size change. Otherwise, store credit will be offered on returns within 14 days of purchase.
We do not grant refunds for sale items.
Items that are on final sale cannot be exchanged or returned.
If products are faulty, we will meet our obligation under the Consumer Guarantees Act. All faulty returns are assessed at our Head Office in Auckland. Based on our assessment, we will repair or replace faulty items. If we are unable to repair or replace the product, we will offer either an exchange, refund or store credit.
Faulty items must be returned within 14 days of purchase with proof of purchase to the nearest store. Any items exceeding this period will be deemed as damage from wear and tear by the user and will not be accepted. Olivia is not responsible for items that have been damaged from wear and tear over time.
For hygiene reasons, we cannot accept returns or exchanges on cosmetic items that have been opened or used.
Cosmetic products must be returned in their original condition- both packaging boxes and actual product unopened and unused.
Store Credit & Gift Vouchers
Store Credit and Gift vouchers are valid for 12 months from the date of issue. Any unused balance will expire after this period and will not be refunded or credited back to the customer. Extensions will not be accepted in any circumstances.
Olivia is not responsible for the damage, loss, theft or unauthorised use of gift vouchers.
Items purchased through Layby must be paid in full within 1 month from the date of deposit. A 30% restocking fee incurs when Layby expires.
Please retain your receipt as proof of purchase.
Items purchased through Laybuy can only be returned for an exchange or store credit.
We do not grant refunds for returns on items purchased through Laybuy.