Refund Policy

At Olivia Ella, your satisfaction matters to us. We review every return request carefully and want you to be happy with what you receive. This policy explains how returns, refunds, and exchanges work.

Return Window

You may request a return within 30 days of the delivery date.

Return Conditions

To be eligible, items must be:

  • Unworn, unwashed, and undamaged

  • In their original, unused condition with all tags attached

  • In their original packaging

Items returned in a condition that does not meet these requirements may be refused, except where applicable consumer protection laws provide otherwise.

How to Request a Return

To start a return, email info@oliviaella-boston.com with:

  • Your order number

  • The item name(s)

  • The reason for the return

Our support team will reply with return instructions and the designated return address. Please wait for the return instructions before shipping anything back.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible at info@oliviaella-boston.com.

We'll do our best to accommodate your request. However, changes or cancellations may no longer be possible once your order has entered processing or has been dispatched.

For more information, please see our Shipping Policy. If you have received your order and wish to return it, please follow the return steps above.

Return Shipping

Return shipping costs are the responsibility of the customer, except where an item arrives damaged, defective, or incorrect (see "Damaged, Defective, or Incorrect Items" below). We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit.

Restocking / Handling Fee

At Olivia Ella, we do not charge a restocking or handling fee.

Refunds

  • Approved refunds are issued to the original payment method used at checkout.

  • Refunds are processed within 7 business days of our receiving and inspecting your return. Depending on your bank or payment provider, it may take a few additional days for the funds to appear.

For more information about payments, please see our Payment Policy.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, email info@oliviaella-boston.com within 30 days of delivery with your order number and clear photos of the issue.

We will review your request and arrange an appropriate solution at no additional cost to you, including covering necessary return shipping costs. This does not limit any statutory rights that may apply beyond the stated notification period.

Exchanges

We're happy to help with exchanges. To request one, email info@oliviaella-boston.com with your order number and the item you would like instead.

Exchanges are subject to availability. If approved, we'll provide return instructions and arrange the replacement once the return has been received and reviewed.

If the replacement item is unavailable, we'll issue a refund to your original payment method.

For standard exchanges involving a change of size, color, or personal preference, customers are responsible for return shipping costs.

Bundles & Sets

Items sold as part of a set or bundle must generally be returned in full to qualify for a full refund of the set or bundle.

If an individual item is damaged, defective, or incorrect, please contact us for an appropriate resolution. Your statutory consumer rights remain unaffected.

Your Statutory Rights

Nothing in this policy affects any statutory rights you may have as a consumer under applicable law, including mandatory consumer guarantees that cannot be excluded, restricted, or modified.

Where local law provides additional rights beyond those described above, those rights continue to apply.

Related Policies

Terms of Service · Privacy Policy · Shipping Policy · Refund Policy · Payment Policy · Legal Notice · Frequently Asked Questions · Contact

Contact Details

Email: info@oliviaella-boston.com
Estimated Response Time: Within 24 hours
Phone Number: +31 6 44802526
Contact Page: oliviaella-boston.com/pages/contact

Business Hours (Eastern Time):
Monday to Friday: 9:00 AM – 6:00 PM (ET)
Saturday and Sunday: 12:00 PM – 5:00 PM (ET)

Company Information

Company Name: RLT Commerce (sole proprietorship, eenmanszaak)
Trade Name: Olivia Ella
Business Address: Purperreigerstraat 18, 2492 TD Den Haag, The Netherlands
Registration Number (KvK): 85840238
VAT Number: NL004155489B89
Email: info@oliviaella-boston.com
Phone Number: +31 6 44802526
Website: oliviaella-boston.com