OvH | Free Worldwide Returns and Exchanges
RETURNS AND EXCHANGES GUIDELINES
We hope you will love your Olivia von Halle order, but if for any reason you would like to return your item/s they can be returned for exchange or refund for free provided that the guidelines outlined below are observed. Full price items must be returned within 30 days and archive sale items within 14 days of being delivered to you. Please note, this policy does include items purchased in the archive sale but regretfully excludes items that have been monogrammed or personalised with bespoke embroidery.
EXTENDED CHRISTMAS RETURNS
Our extended Christmas returns policy means you can return or exchange any Olivia von Halle product bought between 22nd November and 23rd December. Returns or exchanges must be requested by 31st January 2025.
ONLINE RETURNS
- Email customerexperience@oliviavonhalle.com or call +44 (0) 20 7700 1007.
- Quote your order number, specify what item(s) you would like to return or exchange and note your reason for returning.
- Please pack all items in original condition and packaging, with all tags in place.
- Please include the original packing note within the parcel.
- Affix the prepaid shipping label to the outside of the box, covering any existing shipping labels on the box.
- Arrange a collection or find your nearest drop-off point using https://mydhl.express.dhl/gb/en/schedule-pickup.html. Please see here for a step by step instructions.
- All approved returns will be credited in the original currency, account and payment method used for the original purchase.
If you bought something in-store please email us customerexperience@oliviavonhalle.com to process your return. Please do not return it to our Harrods concession.
INTERNATIONAL RETURNS AND EXCHANGES
If you are not fully satisfied with your Olivia von Halle product we are able to offer you free shipping for international returns. Please click here for further information on how to return your order outside the United Kingdom.
Please note that any international customs duties and taxes paid at checkout or on receipt of goods are not refundable and you will be refunded the product cost only.
EXCHANGES
To request an exchange please email customerexperience@oliviavonhalle.com or call our customer services team on +44 (0) 20 7700 1007 - please quote your order number and the item(s) you want to exchange.
Subject to stock availability, we will exchange eligible items that are returned to us within 30 days. In cases where we are unable to provide an exchange, we will first offer a credit. The new item will be shipped to you after the returned item has been received by us and checked.
REFUNDS
If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 30 days of being received by you. Items bought in the archive sale are subject to 14 days return policy. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. This is outside of our control. Shipping fees cannot be refunded.
GIFT WITH PURCHASE
If your order(s) includes a Gift With Purchase and you choose to return an item from the order please ensure the Gift With Purchase is returned along with your item(s). Should you have any questions email customerexperience@oliviavonhalle.com
FAULTY GOODS
Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. We at Olivia von Halle take every effort to check your purchase thoroughly for any faults before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.
BESPOKE EMBROIDERED AND MONOGRAMMED ITEMS
Please note that we are not able to refund or exchange personalised items. All sales of items that have been personalised with bespoke embroidery or monogrammed are final. Unless the item is faulty, no exchange, credit note or refund will be offered and the conditions set out above will not apply.
