Refund policy

REFUND, RETURN AND CANCELLATION POLICY

Last updated: August 22, 2026

Contact OLVESSA within 30 days of delivery to request an eligible return or report a damaged, incorrect or missing item.

Do not return an item without written authorization and the correct return address.

DAMAGED, INCORRECT OR MISSING ITEMS

Please inspect your order promptly after delivery.

To report a problem, email support@shopolvessa.com with:

  • Your order number

  • A clear description of the problem

  • Photographs of the product and packaging

  • A video if photographs do not clearly demonstrate the issue

After the evidence has been reviewed, the available resolution may be:

  • A replacement

  • A full refund

  • A partial refund

  • Replacement of a missing component

Damage limited to an external shipping box, where the product itself is unaffected, is not normally eligible for a refund or replacement.

Minor issues that do not materially affect the product, such as slight wrinkling caused by transit, may not qualify for a full refund. Please contact us so the issue can be assessed fairly.

CHANGE-OF-MIND RETURNS

Eligible unused products may be returned within 30 days of delivery.

To qualify, the product must be:

  • Unused

  • In the condition received

  • In its original packaging

  • Accompanied by proof of purchase

Customers are responsible for change-of-mind return shipping costs.

Approved returns may need to be sent internationally to our fulfilment partner’s designated warehouse in China. International return shipping can be expensive and may take several weeks.

Original shipping charges, if any, are not refundable for change-of-mind returns.

RETURN AUTHORIZATION

Email support@shopolvessa.com before returning an item.

If the return is approved, we will provide:

  • The correct return address

  • Packaging instructions

  • Any information required to identify the returned order

Returns sent to our London contact address, sent to an unauthorized address or sent without prior approval may not be accepted or refunded.

OLVESSA’s London address is for business correspondence and is not the authorized product-return address.

CANCELLATIONS

Contact us immediately if you need to cancel an order.

A full cancellation can normally be processed only before the fulfilment warehouse begins processing the order.

Cancellation cannot be guaranteed:

  • After warehouse processing has started

  • After an order has been dispatched

  • For customized or made-to-order products

  • For specially purchased preorder inventory

DELAYED OR UNRECEIVED ORDERS

Contact us if tracking has stalled or the estimated delivery window has passed.

For shipments to the United States, a lost-in-transit claim may require up to 45 days from dispatch before the fulfilment provider classifies the parcel as delayed or lost.

If tracking shows that the parcel was delivered but you cannot locate it:

  • Check with household members and neighbours

  • Check around the delivery location

  • Contact the carrier

  • Contact your local post office

We may require official written non-delivery confirmation from the carrier or local post office before a refund or replacement can be approved.

Claims caused by the following may not qualify for a refund or replacement:

  • An incorrect or incomplete customer address

  • An unknown recipient

  • Refusal of delivery

  • Failure to collect the parcel

  • No safe delivery location

  • Failure to complete required customs procedures

REFUNDS

We will notify you after a claim or returned item has been reviewed.

Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for processing. Your bank or card provider may require additional time to post the refund.

If more than 15 business days have passed since approval, contact support@shopolvessa.com.

CONTACT

OLVESSA

Email: support@shopolvessa.com

Telephone: +44 7904 725147

Business operator:
Jason-Derrecce Caesar, a sole trader trading as OLVESSA

Business correspondence address:
Maxden Court, 18
London SE15 4LQ
United Kingdom