Returns Policy
Returns Policy
Returns · Refunds · Right to Cancel
Returns Policy
Yes, we accept returns. If you're not happy with the items you've ordered, you may send them back within 30 days of receipt. For a return to be accepted, the order must meet all of the conditions below:
We reserve the right to refuse returned items if we believe they have been used or damaged for a reason that is not our responsibility.
How to Return Your Order
If your order meets the conditions above, start the returns process by following the steps below:
⚠ NEVER send a return to the original sender's address — always wait for the returns address we give you.
Cancellation Terms — Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order on the terms set out below, provided you are an individual acting wholly or mainly outside your trade, business, craft or profession.
Cancellation period
Because we use a fully automated system, orders are processed immediately after they are placed. For that reason, we cannot interrupt the dispatch process once it has begun. Once the items have been received, a refund is only possible if they are returned to us.
To exercise your right to cancel, you must tell us of your decision by a clear statement (for example, an email to support@oliviasophia-london.com). The cancellation is complete once we receive the items back. The cost of returning the items is paid by the buyer.
Orders already in transit
As our items are shipped internationally, transit times can be longer and are outside our control. If your items are already on their way, the order cannot be stopped. Please wait until you have received them and then send them back. You are welcome to notify us of your cancellation in advance.
To make sure your return is handled as quickly as possible, please send us proof of postage as soon as the item has been sent back.
Effects of cancellation
✦ What we refund
- All payments received
- Excluding supplementary delivery charges
- Refunded within a maximum of 14 days
- To the same payment method you used
✦ What we do not refund
- Return postage costs
- Supplementary delivery charges (if a more expensive delivery option was chosen)
- Damage caused by improper handling
All returns must be sent to our central warehouse at the customer's expense.