Returning an Item
- If you're unsatisfied with a product you've received from us, you can return the product to us within 14 days for a full refund if the product is unused.
- For an immediate refund of eligible returns, simply return your unused product with tags still attached, together with the Packing Slip you receive with your order, to: Olive Returns, Unit 11B, Alstone Lane Trading Estate, Cheltenham, GL51 8HF, United Kingdom.
- Products are returned at your own cost.
- Christmas: The window for Christmas-related returns has now expired.
- You will receive an email confirmation from us once your return has been received and processed.
- It is not necessary for products to be returned in our original packaging, but we do ask that products are returned to us in the same condition that our customers expect to receive the product from us.
- Eligible returns are refunded the day that we receive them, but funds may be subject to standard bank processing times before appearing in your account.
- We are unable to refund items that are lost in transit, and recommend the use of a tracked service when returning goods.
- Please ensure that your parcel is clearly marked with your Order Number. We are unable to process your return and refund if we cannot identify your parcel.
- The 14-day eligible returns window starts from the day you receive your package from us, and ends on the day you post the package back to us. Returns arriving with a postmark outside of the 14-day eligibility window will not qualify for a refund.
- The above notes are subject to our full policy for cancelling and returning your order, which can be found on the Terms & Conditions section of our website.
Why don't you offer free return postage?
The increasingly popular 'free return shipping' is a decision to increase selling prices by the averaged cost of funded returns. It's an extremely compelling marketing message, but is fundamentally a decision to divert the cost of return shipping to customers that retain their purchases. We've chosen not to subscribe to the principle. If, however, you're worried about the suitability and fit of a product prior to purchase, don't hesitate to contact us: we're happy to provide any requested dimensions—or even bespoke images and descriptions—prior to purchase to afford greater certainty over fit prior to purchase. In any event, we minimally provide an unequivocal guarantee to refund the cost of your purchase for any unused items returned to us within 14 days of receipt.
Can I return my items to your store?
Returns may be deposited with our store staff, but please be aware that our store staff (a) are not able to validate the eligibility of your return and (b) are not able to issue a refund for your items. Our store staff will transfer your return to our returns processing team within 24 hours; our returns team will then validate your return's eligibility and issue any refund due. Ineligible returns deposited with our store staff can be either returned to the store for collection, or returned to you by our couriers for a shipping charge.
Returned products are processed, quality-control checked, prepared and added immediately to our product fulfilment workflow. Items returned outside of the eligibility window, and therefore not qualifying for a refund, may also be unavailable to re-ship to you. Please therefore take extra care not to dispatch your item outside of the eligibility window to avoid disappointment.