RETURN & REFUND POLICY
Order Confirmation & Policy Acknowledgment
By placing an order on the Olivia Noir website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you confirm that:
- You have reviewed and accepted our return conditions and timelines.
- You agree to follow the return procedure outlined in this policy.
- In the event of a chargeback, dispute, or claim, this policy and all related order records, tracking information, and communications may be used as supporting evidence.
Returns
We want you to be satisfied with your purchase. If you are not completely happy with your order, you may return eligible items within 30 days of delivery, subject to the conditions below.
Eligibility Requirements
To qualify for a return:
- The item must be unused, unworn, and unwashed.
- The item must be returned in its original packaging.
- The product must be in the same condition in which it was received.
- Only reasonable inspection and handling of the product may have taken place.
- The customer is responsible for all return shipping costs.
Returns are generally processed within 7 business days after the returned item has been received and inspected.
Olivia Noir reserves the right to refuse returns if products show signs of use, damage, excessive wear, or misuse.
How to Request a Return
To initiate a return, please contact us within 30 days of delivery at:
Please include:
- Your order number
- The reason for the return
- Your full name
- Your shipping address
- Photos of the product (if damaged or defective)
After reviewing your request, we will provide return instructions.
Important
- Do not return products without prior approval.
- Unauthorized returns may be refused or delayed.
- We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at:
Please provide:
- Your order number
- A brief description of the issue
- Clear photographs or a short video showing the defect
Once the issue has been verified, we may:
- Send a replacement item
- Offer a partial or full refund
- Provide another appropriate solution
In certain cases, returning the defective product may not be required.
Replacement orders are generally processed within 7–14 business days after approval.
Lost Packages
If your package appears to be lost in transit:
- Contact us as soon as possible with your order number and tracking information.
- We will assist in investigating the shipment with the carrier.
If the carrier confirms that the package has been lost, we will provide a replacement or refund where appropriate.
Refused Deliveries and Incorrect Addresses
Customers are responsible for providing accurate shipping information.
If an order is:
- Refused upon delivery,
- Returned as unclaimed,
- Returned due to an incorrect or incomplete shipping address provided by the customer,
we reserve the right to deduct shipping, handling, and administrative costs from any refund issued.
Order Cancellations
You may request cancellation of your order before it has been shipped.
To request cancellation, please contact:
Once an order has entered the fulfillment or shipping process, cancellation may no longer be possible. In that case, the order can be returned after delivery in accordance with this policy.
Refunds
Once your return has been received and inspected:
- You will be notified of the approval or rejection of your refund.
- Approved refunds will be processed to the original payment method.
- Refund processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless the return is the result of our error.
Chargebacks & Dispute Resolution
If you experience any issue with your order, we encourage you to contact us first so we can help resolve the matter quickly.
In the event of a payment dispute or chargeback, Olivia Noir may provide relevant documentation to the payment provider or financial institution, including:
- Order confirmation records
- Shipping and tracking information
- Customer communications
- Supporting photographs or evidence
Submitting a chargeback without first contacting our support team may delay the resolution process.
Additional Information
- Returned products must comply with all return eligibility requirements.
- Customers are responsible for return shipping costs unless otherwise required by law.
- We are not responsible for delays caused by customs procedures, postal services, or third-party carriers.
- For hygiene and safety reasons, products returned in used, damaged, or unsanitary condition may not be accepted.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact our customer support team:
Olivia Noir
Email: info@olivianoir.nl
We are happy to assist you.