Return & Damage Policy

Returns, Exchanges & Refunds:

Thank you for shopping at Olivellaline.com. To help ensure everyone's safety, once an order has shipped, we do not accept returns or exchanges on any item that has been opened and used.

If you want to exchange or return an item that is unopened or unused please contact customerservice@olivellaline.com within 3 days of receipt of your package. You will be responsible for paying for your own shipping costs for returning/exchanging your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please use a trackable shipping service.

We do not guarantee that we will receive your returned item. All authorized returns MUST be in resalable condition: without markings of any kind in original packaging, unopened and unused.

Please pack items carefully, credit will NOT be given for any damaged products returned to us.

Canceling An Order after it was placed:

You may cancel an order before it ships from our facility if it has not been packed or staged for shipping.

Purchases Made Through Retailers:

Please contact the store you purchased from for a return or exchange. We are unable to provide a return or exchange for a purchase made through a retailer.

Damaged or Defective Products:

If you receive damaged or defective products please email us immediately at customerservice@olivellaline.com and submit photo images of the damaged or defective products. All damages must be reported within 48 hours of receipt. For the fastest service, please provide the order number along with your email address and phone number.

To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier. Olivellaline is not responsible for damaged products due to weather conditions (i.e. freezing or melting). Ice packs are available for a nominal charge.

If you’re returning the product because we made an error, please email us at customerservice@olivellaline.com we’ll promptly send you a prepaid shipping label to return the product to us.

Lost or Stolen Package

*The tracking shows the package was delivered but I didn’t receive my package*.

When completing an order, the customer must provide an accurate and secure address for delivery. Once an order has shipped, Olivellaline is not responsible for lost or stolen packages confirmed to be delivered to the address as entered for the order. Please contact the carrier for any information regarding the delivery. Have your tracking number available to provide to the carrier as a reference to assist with the investigation.

If you have any questions regarding our Return Policy please contact us at customerservice@olivellaline.com or call our toll free line at 1-888-654-8355