Return and refund policy

30-Day Return and Refund Policy 

Important Information:

  • 30-day return period
  • 7 days to process refunds
  • No restocking fees

We offer a 30-day return window, meaning you have 30 days after receiving your item to request a return.

Return Conditions

The product must be in the same condition as received – unworn or unused, with tags still attached.

  • Packaging must be undamaged and in its original condition.

  • A return form must accompany the return shipment. You can download it here: Return Form.

  • Goods must show no signs of use.

  • Include your order number with the return.

  • Include photo or video evidence clearly showing the issue (for damaged, incorrect, or not-as-described items).

  • If the issue is confirmed, we will cover the full cost to provide a replacement product promptly.

Returns and Shipping Costs

Always ensure your return is shipped with a track & trace code. Without proof of shipment, lost returns cannot be reimbursed. Sending a return without tracking is at your own risk.

Note: Returns are processed in Asia, outside Australia. Customers are responsible for the return shipping cost, including any customs duties. Return shipping fees are non-refundable. We are not responsible for returns that are marked as 'lost in transit'.

Received the Wrong Item or Size?

If you received the wrong item or size, we will send the correct item at no extra cost. Please contact us before returning the package to confirm the correct return address and receive instructions.

Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed within 7 days to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.

Non-Returnable Items

  • Sealed items where the seal has been broken.

  • Custom-made products as per the customer’s request.

  • Items of a personal nature.

  • Products that by nature cannot be returned.

  • Hygiene products such as underwear, lingerie, hosiery, and cosmetics.

Items must be returned within 30 days of receipt.

Order Cancellations

Orders can only be cancelled within 30 minutes of placement. After this window, your order is processed automatically.

To cancel, contact us at info@olivienne-melbourne.com.

Returns are at the customer’s own risk and return shipping costs are not reimbursed.

Unclaimed, Incorrect Address or Refused Shipments

If an order is not collected in time, sent to an incorrect address, or refused at delivery, and returned to us, the order may be cancelled. However, the customer will be charged ALL related costs (including reshipping and packaging) totaling $15. This amount will be deducted from the refund. The remaining balance will be refunded within 7 business days.

Return Window and Refund Processing

Returns must be requested and shipped within 30 days of receipt.

Once received and inspected, refunds will be processed within 30 days, and a confirmation email will be sent.

A refund will only be approved if the item is undamaged, unused, and in its original packaging.

Refunds for faulty or incorrect products will be issued after inspection.

Refunds are processed to the original payment method within 7 days after approval.

Consumer Rights for Faulty Products

If the product is faulty, you have the right to request one of the following:

  • Replacement with a defect-free item
  • Repair of the defect
  • A price reduction

Complaints may be submitted up to one year after the fault was discovered, provided the product is still within its warranty period.

Do not return the faulty product without first contacting us at info@olivienne-melbourne.com. Confirm the return address and only return after receiving approval. Use a tracked courier service.

Quick Links

Contact Information

Customer Service: Monday - Friday: 09:00 AM to 05:00 PM (AEST)

Email: info@olivienne-melbourne.com

Phone: +31 6 19477390

Address: Vogt 21, 6422 RK Heerlen, Netherlands (not a return address)

Store Name: Olivienne-Melbourne

Company ID: 78168912

Get in Touch

We are committed to customer satisfaction. Please don’t hesitate to contact our professional customer service team using the contact details above or the form on our contact page. We value your feedback and aim to respond within 2 working days.

Our friendly customer service is happy to help!