Returns Policy

At Olivia May, we want you to be delighted with your purchase. However, if you wish to return an item, we offer the following options and guidelines.

Standard Returns

Customers are entitled to return an item within 14 days of receiving their order (this includes Saturdays and Sundays, excludes Bank Holidays).

For purchases made in our Cheshire Showroom or Oxford Boutique, a 7 day returns policy applies.

Customers returning items outside of these periods may be offered a credit note valid for 12 months.

How to Return an Item

Customers are responsible for covering the return postage costs. Please follow the steps below to ensure your return is processed efficiently:

STEP 1 – Email us at customerservice@oliviamay.org quoting your order number. If you would like an exchange, please include your preferred size so we can check availability.

STEP 2 – Package your goods securely, including your returns not, listing the reason for return. Please note: if the returns form is missing, this may delay the processing of your refund.

STEP 3 – Review our full Returns Policy to confirm that you meet the return requirements.

STEP 4 – Send your parcel back to us using a ‘Signed For’ or a tracked delivery service (we recommend Royal Mail or a reliable courier). Returns must be posted within 14 days of receiving your order.

Once your return has been received, you’ll receive a verification email, followed by another confirmation once your refund has been processed. Refunds typically take up to 7 working days to be processed and appear back into your account.

Please note that returns remain your responsibility until they reach our store.

Important Information

• Jewellery: For health and hygiene reasons, we cannot accept returns of any jewellery items.
• Damaged or Late Returns: Items that are damaged while in your care, or returned after the returns period, will not be accepted and you will be issued with a credit note.
• Repeated Returns: We monitor customer return activity. Repeated returns that breach our terms may result in future refunds or orders being declined. If this applies to your account, we will contact you directly.

International Returns

For customers outside the UK (including the USA and Canada):

• Please attach a completed Customs Declaration clearly marked as “Returned Goods” on the outside of the parcel.
• Failure to do so may result in customs charges, which will be the customer’s responsibility to pay directly to the courier.
• Return shipping costs remain the responsibility of the customer.
• Extended return periods may be available by prior agreement for customers outside the UK.

 

Return Address

Olivia May Ltd
67 Wright House
High Street
Tarporley
CW6 0DP
United Kingdom

Returned Goods

Credit will be issued once the goods are received and inspected by our return department. Items that have been damaged whilst in your care or received after the 14-days return period will not be accepted. This period is extended by agreement for those returning goods from outside the UK.

In addition, all international returns outside the UK must have a completed Customs Declaration adhered to the outside of the package to avoid delays or additional charges.

Condition of Goods

All returns must be in the original condition, unworn and saleable with the original swing tags in place. Items must be returned unused with all Olivia May tags or designer labels still attached. Returns that do not meet our policy will be sent back to you.

Problem With Your Order

We carefully inspect all items before they leave our premises. On the rare occasion that your item arrives faulty, damaged, or incorrect, our delivery drivers will collect it free of charge at a date and time convenient for you.

Any product with a manufacturing fault will be replaced in accordance with the manufacturer’s guarantee on a like for like basis only. No credit will be given, and no alternative product will be supplied.

We reserve the right to reject any "faulty" product if we consider the complaint to be unreasonable, unjustified, or of the customer's negligence or making.