Returning an item or wanting to exchange is straight-forward. Try your items in your own home and let us know if you'd like an alternative size or refund. You have 14 days from receiving your order to send your purchase back to us. You can simply exchange your item, post your item back to us at our Oxford Boutique and we'll send you a replacement size at no extra charge. *Please note if you are outside of the UK and want to exchange an item this will be a £15 postage charge. If you wish to try another style, simply return it and purchase the new item separately - we can offer a credit note for this if purchasing online.
If our customers do feel they still wish to return an item, we do offer a statutory 14 days returns policy from the date the order is received (this does include Sat & Sun, excluding Bank Holidays). For items purchased within our Cheshire Showroom & Oxford Boutique - a 7 day returns policy is offered.
For customers outside of this policy a credit note is offered valid for 12 months.
Customers returning items are required to pay the postage for the return of items following the below steps:
STEP 1 - Email us quoting your order number / invoice number. If you'd like an exchange, please include your preferred size so we can ensure availability of stock
STEP 2 - Package the goods in a secure manner including your returns note or packing slip / invoice and the reason for your return *please note if payment was taken via Paypal, a returns slip may not be included in your parcel.
STEP 3 - Read our Returns Policy to ensure you are in agreement with our terms and conditions
STEP 4 - Return the goods to us via a 'Signed For' delivery method - we recommend Royal Mail or a tracked courier method for this service (this must be within 14 days of taking delivery of your goods). This allows us to process your return quickly.
You will be sent a verification email once your return has been received and the refund payment has been processed. This typically takes 7 days to be refunded and in most cases is made within a few days.
Returns remain your responsibility until they arrive in our store.
Missing your packing slip / invoice? Call one of our team on (0) +441829 751600 and we'll email it to you for your reference of payment.
Under the Consumer Protection (Distance Selling) Regulations you have the right to return items sold to you.
Please note that Olivia May do not accept returns for any jewellery purchased. This is due to health and hygiene reasons.
We offer a flexible returns policy to make your online shopping experience a pleasant one. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the future of refunds or further orders being refused by Olivia May.
If this applies to your account, we will be in touch.
Return Your Order To:
All returns should be posted to the below address:
Olivia May Ltd
31 Little Clarendon Street
*Please note for the parcels returning outside of Europe please mark them as “Return goods” on the custom declaration.
Should you need any further assistance or have any queries regarding our Returns Policy & process. Please do not hesitate to contact us below:
Olivia May Ltd
General Enquiries (Mon-Fri 9am-5pm) Tel: +44 (0) 1829 751600
General Enquiries (Saturday 10am-5.30pm) Tel: +44 (0) 844 3356323
Credit will be issued as soon as the goods are received back in-store. Goods that have been damaged whilst in your care will not be accepted. Garments received after the 10 day period will not be accepted. This period is extended by agreement for those returning goods from outside the EEC.
In addition International returns (e.g. from USA and Canada) must have a completed Customs Declaration adhered to the outside of the package.
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 and designer labels still attached. Returns that do not meet our policy will be sent back to you.
A problem with your order?
We check all our pieces before leaving the premises. On the rare occasion your item is faulty, damaged or incorrect our delivery drivers will collect the item from you and return to us FREE of charge on a date and time suitable 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.