Refund Policy
At Olivia & Ella, we are committed to providing an exceptional shopping experience.
Our return and refund policy is designed to ensure fairness, transparency, and clarity for all customers.
Please review the following guidelines carefully before submitting a return request.
Order Cancellations
Orders may be canceled within 1 hour of purchase. After this period, cancellation cannot be guaranteed due to our automated fulfillment process.
If you wish to cancel your order, please contact us immediately at:
info@oliviaella-boston.com
If your order has already been processed, it cannot be canceled. However, you may return the item after delivery in accordance with our return policy.
Please always include your order number in your email.
Returns
We do not offer free returns.
Return shipping costs are the responsibility of the customer.
Can I return my order?
Yes. Items purchased from Olivia & Ella may be returned within 30 days of delivery, provided the following conditions are met:
The item has not been worn or used
The item is returned in its original condition and packaging
The item has not been damaged by the customer
Intimate apparel and undergarments are non-returnable for hygiene reasons
A valid tracking number (Track & Trace) must be provided
The return must be pre-approved by our customer service team
If these conditions are not met, the return may be refused.
If you receive a damaged product, please take clear photos immediately upon delivery and contact us promptly.
We reserve the right to deny returns if the product shows signs of use or damage beyond our responsibility.
Easy 3-Step Return Process
1. Contact Us
Email info@oliviaella-boston.com and include:
Your order number
Reason for return
Photo evidence (if applicable)
Your full name and address
We will provide the correct return address.
Do not send returns to the sender’s address on the package.
2. Ship Your Package
Send the package to the provided return address, including your tracking number.
Return shipping costs are paid by the customer
Items must be shipped within 14 days after return approval
3. Refund Processing
Once your return is received and inspected, your refund will be issued to the original payment method within 14 days.
Please note:
Return shipping costs are not covered by Olivia & Ella.
We operate with complimentary shipping on original orders and a streamlined logistics model. Our central warehouse is located in China, so return shipping costs may start from $30 dollar.
Right of Withdrawal
If you are purchasing as a private consumer (non-commercial use), you have the right to withdraw from your purchase within 30 days of delivery.
Orders are processed automatically and cannot be stopped once placed. However, you may return the product after delivery.
To exercise your right of withdrawal, send a clear email to:
info@oliviaella-boston.com
Withdrawal becomes effective once the returned product has been received at our facility.
Return shipping costs remain the responsibility of the customer.
If your order is already in transit, it cannot be canceled. Please wait for delivery and then initiate a return.
For faster processing, please send your return tracking confirmation once available.
Consequences of Withdrawal
If you withdraw from your purchase, we will refund all payments received, excluding shipping costs, within 14 days after receiving your returned item(s).
Refunds will always be processed through the original payment method.
All returns must be approved before shipment.
Damaged or Incorrect Items
Please inspect your order upon arrival.
If you receive an incorrect or damaged item, contact us immediately so we can review the issue and provide a suitable resolution.
Exceptions / Non-Returnable Items
The following items cannot be returned:
Personalized or custom-made products
Personal care products
Hazardous materials (flammable liquids or gases)
Sale items
Gift cards
Exchanges
You may request an exchange for a different size or color.
Exchanges are free of charge
Shipping costs for the replacement item (approx. $20) apply
The original item does not need to be returned
To initiate an exchange, contact:
info@oliviaella-boston.com
Refund Processing Time
Once your return has been approved and processed, please allow up to 14 days for banks or credit card providers to complete the transaction.
Unclaimed Packages
Unclaimed or undelivered packages may incur additional fees.
If a package is returned due to non-collection, return shipping costs may be deducted from your refund. In such cases, the full order amount may not be refunded.
For all return or refund inquiries, please contact:
info@oliviaella-boston.com