Return Policy

Returns & Refunds Policy

At Oliver & Kate, we want every customer to feel confident and satisfied with their purchase. While we strive to provide high-quality products and a smooth shopping experience, we understand that returns may occasionally be necessary.

Please read this Returns & Refunds Policy carefully before placing an order. By placing an order through our website, you acknowledge and agree to the terms outlined below.

100% Money-Back Guarantee on Eligible Items

We offer refunds on eligible non-sale items and on sale items discounted by less than 40%, provided that all return conditions outlined in this policy are met.

If you are not fully satisfied with your purchase, you may request a return within 30 days of delivery.

Please note that the refund amount may be reduced by applicable return shipping, handling, restocking, or other non-refundable costs described in this policy.

Final Sale Items

Items purchased with a discount of 40% or more are considered FINAL SALE.

Final Sale items are not eligible for return, refund, or exchange, except where otherwise required by applicable law.

This applies regardless of the reason for the return, including changes of mind, sizing issues, color preferences, or ordering the wrong item.

Sale Items

Sale items discounted by 40% or more are FINAL SALE and are not eligible for return, refund, or exchange, except where otherwise required by applicable law.

Sale items discounted by less than 40% may be returned provided that all return conditions in this policy are fully satisfied.

Exchanges are not available for sale items, including exchanges for different sizes or colors.

Customers are responsible for reviewing the discount percentage shown at the time of purchase before completing their order.

Return Period

Return requests must be initiated within 30 days from the date your order is delivered.

After 30 days from the delivery date, returns, refunds, and exchanges will no longer be accepted, except where otherwise required by applicable law.

The return period begins when the order or relevant item is delivered to the customer.

Return Conditions

To qualify for a return, all of the following conditions must be met:

  • The return request must be submitted within 30 days of delivery;

  • The item must be unused, unworn, unwashed, and in its original condition;

  • Original tags and labels must remain attached and intact;

  • The item must be returned in its original packaging where applicable;

  • The return must be approved in advance by our customer support team;

  • The customer must follow the return instructions provided by our customer support team;

  • The customer must complete and include the required return form;

  • The item must be shipped to the designated return facility provided by our customer support team;

  • The customer is responsible for the cost of return shipping.

Returns that do not meet these conditions may be rejected.

If a returned item does not comply with the requirements of this policy, we may return the item to the sender at the customer's expense and/or decline to issue a refund.

Return Address

Please note that our designated return and fulfillment facility is located in China.

All approved returns must be shipped to the exact return address provided by our customer support team.

Do not send a return to the address shown on your original shipping label or to any other company address unless specifically instructed to do so.

Because international return shipments may take additional time to arrive, customers should allow sufficient time for their return to reach our facility.

Returns sent to an unauthorized address may not be accepted or processed.

Return Shipping Costs

Customers are responsible for the direct costs associated with returning an item to our designated return facility in China.

We strongly recommend using a shipping service that provides tracking and proof of delivery.

We are not responsible for return packages that are lost, stolen, damaged, or undelivered while in transit to our return facility.

Customers should retain their tracking information until the return has been fully processed.

Return Shipping & Handling Fee

A $15.50 return shipping and handling fee per returned item will be deducted from the approved refund amount.

For example:

  • 1 returned item = $15.50 fee

  • 2 returned items = $31.00 in fees

  • 3 returned items = $46.50 in fees

This fee applies to eligible returns and is deducted from the refund amount.

The return shipping and handling fee is separate from the customer's cost of physically shipping the package to our return facility in China.

Separate Shipments

Orders containing multiple products may be shipped in separate packages.

We may do this when products are processed or fulfilled separately, allowing available products to be dispatched without unnecessarily delaying the entire order.

As a result, customers may receive multiple packages for a single order.

Receiving multiple packages does not constitute an error or duplicate shipment.

If multiple items from the same order are returned, the applicable return shipping and handling fee applies per returned item.

Tracking & System Synchronization

Shipping carriers may require several business days to update tracking information.

Tracking information may occasionally appear delayed, incomplete, or temporarily unchanged while an order is moving between fulfillment facilities, carriers, customs facilities, or other logistics locations.

A delay in tracking updates does not indicate that an order has not been shipped, is lost, or is eligible for cancellation.

Customers should allow reasonable time for carrier systems to synchronize before contacting customer support regarding a tracking update.

Product Information & Material Descriptions

We make reasonable efforts to ensure that product descriptions, photographs, sizing information, colors, materials, and other product details displayed on our website are accurate.

However, minor variations may occur.

Actual colors may appear slightly different depending on lighting conditions, photography, monitor settings, screen resolution, or device settings.

Minor differences in texture, color, finish, material appearance, or manufacturing may also occur between individual products.

Product images are provided for illustrative purposes and may not always represent the exact appearance of an item under every lighting condition.

Minor variations, typographical errors, or inaccuracies in product information do not automatically constitute a manufacturing defect.

Customers who have questions regarding sizing, materials, colors, or product specifications are encouraged to contact our customer support team before placing an order.

No Returns for Multiple-Size Orders

Customers are expected to carefully review available sizing information before placing an order.

We do not encourage customers to purchase multiple identical items in different sizes solely for the purpose of trying them on and returning the unwanted sizes.

Orders that appear to have been placed primarily for this purpose may be subject to additional review and may be restricted from future returns, to the extent permitted by applicable law.

This policy does not affect legitimate returns that otherwise qualify under this Returns & Refunds Policy.

Order Cancellations

Once an order has been placed and payment has been successfully processed, we begin processing the order as soon as reasonably possible.

For this reason, cancellation or modification requests are not guaranteed after an order has been submitted.

If you wish to request a cancellation, please contact our customer support team as soon as possible.

If the order has already entered processing, fulfillment, or shipment, we may be unable to cancel or modify the order.

In such cases, the customer must wait until delivery and may request a return if the item is eligible under this policy.

Defective, Damaged, or Incorrect Items

Please inspect your order promptly after delivery.

If you receive an item that is defective, damaged during delivery, or materially different from the item you ordered, please contact our customer support team as soon as possible.

To help us evaluate the issue, we may request:

  • Your order number;

  • Clear photographs of the item;

  • Photographs of the packaging;

  • A description of the issue;

  • Video evidence where appropriate.

Damage caused by misuse, improper handling, accidents, washing errors, alterations, normal wear and tear, or other customer-related causes is not considered a manufacturing defect.

If an issue is verified, we will determine the appropriate resolution in accordance with this policy.

Non-Returnable Items

The following products are not eligible for return:

  • Perishable goods, including food, flowers, or plants;

  • Custom-made or personalized products;

  • Special-order products;

  • Personal care or beauty products where the hygiene or protective seal has been opened or removed;

  • Hazardous materials;

  • Flammable liquids or gases;

  • Gift cards;

  • Items marked as FINAL SALE;

  • Items discounted by 40% or more.

Additional product-specific exclusions may apply where clearly disclosed before purchase.

How to Request a Return

To initiate a return, please contact us at:

info@oliver-kate.com

Please include:

  • Full name;

  • Order number;

  • Product(s) you wish to return;

  • Reason for the return;

  • Any relevant photographs or supporting information, if applicable.

Important: Returns must be registered and approved with our customer support team before being shipped.

Unauthorized returns may not be accepted or processed.

Return Authorization & Return Form

Once your return request has been reviewed and approved, our customer support team will provide you with:

  1. Return instructions;

  2. The designated return address in China;

  3. Any required return authorization information;

  4. The applicable return form.

All required documentation must be completed and included with the return where instructed.

Returns submitted without the required documentation will not be processed.

Refund Processing

Once your return arrives at our designated facility, the returned item will be inspected.

After inspection, we will notify you by email whether your refund has been approved or rejected.

If the return is approved, the applicable refund will be issued to the original payment method.

Approved refunds will be processed within 10 business days after the return has been inspected and approved.

Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at:

info@oliver-kate.com

What Is Not Refundable

The following costs are non-refundable:

  • Original shipping charges;

  • Return shipping costs paid by the customer;

  • Return shipping and handling fees;

  • Restocking or handling fees where applicable;

  • Customs charges;

  • Duties;

  • Import fees;

  • Taxes;

  • Other fees specifically disclosed at the time of purchase.

The refund amount will be calculated based on the eligible purchase amount after all applicable deductions.

Returns That Do Not Meet the Requirements

If an item is returned in a condition that does not meet the requirements of this policy, the return will be rejected.

Examples include:

  • Items that have been worn;

  • Items that have been washed;

  • Items with removed or damaged tags;

  • Items showing signs of use;

  • Items damaged after delivery;

  • Items missing required documentation;

  • Items returned after the 30-day return period;

  • FINAL SALE items;

  • Items discounted by 40% or more;

  • Items returned to an unauthorized address.

If a return is rejected, the customer is responsible for any costs associated with returning the rejected item to them.

Exchanges

We do not offer direct exchanges.

If you would like a different size, color, or product, you must return the eligible item in accordance with this policy and, once the return has been accepted, place a new order for the desired item.

Sale items, including items discounted by 40% or more, are not eligible for exchange.

Final Sale Policy

Items discounted by 40% or more are permanently classified as FINAL SALE.

Final Sale items cannot be returned, refunded, or exchanged.

Customers are responsible for carefully reviewing product details, sizing information, and the applicable discount before completing a Final Sale purchase.

Policy Acknowledgment

By placing an order through our website, you acknowledge that you have read and agree to this Returns & Refunds Policy.

This includes the following key terms:

  • Eligible returns must be requested within 30 days of delivery;

  • Items must meet all return conditions;

  • Returns must be approved before shipment;

  • Approved returns must be sent to the designated return facility in China;

  • Customers are responsible for return shipping costs;

  • A $15.50 return shipping and handling fee applies per returned item;

  • Items discounted by 40% or more are FINAL SALE;

  • Exchanges are not available;

  • Refunds are issued to the original payment method only after the returned item has been received, inspected, and approved.

If you have questions regarding a return, please contact our customer support team before sending your package.

Email: info@oliver-kate.com

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