Returns Policy
At Olivia Vancouver, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, please review the information below regarding returns, refunds, exchanges, and cancellations.
Returns
If you would like to return an item, please contact our customer support team at:
Please contact us before sending your return so that we can provide you with the appropriate return instructions.
To be eligible for a return, the item should be unused, unworn, and in its original condition and packaging. You may also be required to provide your order confirmation or another valid proof of purchase.
Certain items may not be eligible for return where applicable, including items that have been used, worn, damaged after delivery, or returned outside the applicable return period.
Please carefully review the return conditions before sending an item back.
Refunds
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If your return is approved, the refund will be issued to your original payment method.
Please allow some processing time for the refund to appear in your bank or payment account. The exact timing may vary depending on your payment provider or financial institution.
Where applicable, original shipping charges and other non-refundable fees may not be included in the refund.
Return Shipping
Customers are responsible for the cost of return shipping unless the return is required because we sent an incorrect, defective, or damaged item.
Return shipping costs are generally non-refundable.
We recommend using a tracked shipping service when returning an item. Olivia Vancouver cannot be responsible for returned packages that are lost or damaged while being shipped back to us.
For higher-value items, we recommend purchasing appropriate shipping insurance.
Return Address
Please contact us at info@cliviavancouver.com before sending any return.
Do not send returns to an address unless it has been confirmed by Olivia Vancouver customer support.
Return address:
[Insert your actual return address here]
Late or Missing Refunds
If you have been notified that your refund has been processed but you have not received it yet, first check your bank or payment account.
You may then wish to contact your credit card company or payment provider, as it can sometimes take additional time for a refund to appear on your statement.
If you have completed these steps and still have not received your refund, please contact us at:
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to accommodate cancellation requests. However, if an order has already been processed, shipped, or fulfilled, we may not be able to cancel it.
In such cases, you may need to follow our standard return procedure.
Exchanges
If you receive an item that is defective, damaged, or incorrect, please contact us at info@cliviavancouver.com as soon as possible.
Please include your order number and, where appropriate, clear photographs showing the issue with the product.
We will review the situation and provide instructions for the next steps.
Damaged or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us before returning the item.
We may request photographs or other information to help us assess the issue.
If the issue is confirmed to have resulted from an error on our part, we will work with you to find an appropriate solution in accordance with applicable consumer laws.
Gifts
If an item was purchased as a gift and shipped directly to you, the applicable return or refund will be handled according to the original order and our return conditions.
If the purchaser received the order and later gave it to you as a gift, any refund will generally be issued to the original purchaser and original payment method.
Contact Us
If you have any questions about our Returns & Refund Policy, please contact us:
Olivia Vancouver
Email: info@cliviavancouver.com