Shipping + Delivery Policy

At Olivia Croft, we are committed to providing a smooth and reliable shopping experience from the moment you place your order through to delivery. We understand that when you shop online, clear information about shipping, delivery times, returns and refunds is important, which is why we’ve outlined our policies below.

Every order is carefully processed and packed to ensure it arrives safely and in excellent condition. We work with trusted delivery partners and use fully tracked shipping services, giving you visibility of your parcel’s journey and peace of mind throughout the delivery process.

If you need to return an item, experience an issue with your order, or have any questions about delivery, our customer service team is here to help. Please take a moment to review the information below before placing your order.

We hope you are delighted with your purchase. However, if you wish to return an item, you must notify us of your intention to return it within 14 days of receiving your order. Return requests made after this period may not be accepted unless the item is faulty, damaged, incorrect, or your statutory consumer rights otherwise apply.

To request a return, please contact our customer support team at support@oliviacroft.com before sending any item back. To help us process your request quickly, please include:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Photographs if the item is damaged, faulty, incorrect, or not as described
• Any additional information that may assist us in reviewing your request

Once your return request has been reviewed and approved, we will provide the relevant return instructions, including the correct return address. As some products may be fulfilled by different suppliers, return procedures and addresses can vary depending on the item purchased.

Please do not return items without prior authorisation. Returns sent without approval, sent to an incorrect address, or returned contrary to the instructions provided may be delayed, refused, or returned to the sender at the customer’s expense.

Return Eligibility

To qualify for a return, items must be returned in the same condition in which they were received and must meet all of the following requirements:

• Unused, unworn and unaltered
• Unopened and returned in the original packaging
• Complete with all tags, labels, accessories, instructions and promotional items
• Any security seals, hygiene seals and protective packaging must remain intact
• Clean, undamaged and in a resalable condition
• Free from signs of use, testing, tampering or misuse beyond what is reasonably necessary to inspect the item

All returned items are subject to inspection upon receipt. We reserve the right to reduce the amount of any refund where permitted by law, or to refuse a return where the value of the goods has been diminished through handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.

Non-Returnable Items

For hygiene, health and consumer safety reasons, certain products cannot be returned once opened, used, worn, tested, unsealed or otherwise altered from their original condition, unless they are faulty, damaged, incorrect, not as described, or your statutory rights otherwise apply.

This includes:

• Opened, used or partially used beauty, cosmetic and skincare products
• Personal care, grooming or hygiene-related products that have been opened or unsealed
• Products supplied with a hygiene seal where the seal has been removed or broken
• Earrings and other pierced jewellery
• Personalised, customised, engraved or made-to-order products
• Any item identified as non-returnable at the time of purchase
• Products returned in an unsanitary condition or in a condition that prevents safe resale

These restrictions are applied to protect the health, safety and hygiene of our customers and to comply with applicable product safety requirements.

Return Shipping Costs

Unless an item is confirmed to be faulty, damaged, incorrect, or otherwise covered by your statutory consumer rights, customers are responsible for the cost of returning goods.

Original delivery charges are non-refundable unless otherwise required by law. Where a refund is approved, the refund will generally be limited to the purchase price of the eligible returned item(s).

Customers are responsible for ensuring returned items are packaged securely and sent to the correct return address. We strongly recommend using a tracked and insured delivery service and retaining proof of postage until the return has been processed.

We cannot accept responsibility for returned items that are lost, delayed, damaged or misdelivered whilst in transit.

Faulty or Damaged Items

We take great care to ensure all products are delivered in excellent condition. If your order arrives damaged, defective, incorrect, or develops a fault on arrival, please contact us as soon as possible and, where possible, within 48 hours of the recorded delivery date.

To assist with our investigation, please provide:

• Clear photographs of the damage or fault
• Photographs of the outer packaging
• Photographs of any internal packaging where relevant
• A brief description of the issue
• Your order number

Once reviewed, we may arrange a replacement, repair, refund or other appropriate remedy in accordance with your statutory consumer rights and the outcome of the assessment.

Nothing in this policy affects your rights under applicable UK consumer protection legislation.

We understand that circumstances can change after an order has been placed. If you need to amend your order details or cancel your purchase, please contact us as soon as possible after placing your order.

Orders can only be changed or cancelled before they have been processed for dispatch. Once an order has entered the fulfilment, packing or dispatch process, we may be unable to make any amendments, including changes to products ordered, quantities, delivery addresses or delivery instructions.

While we will always endeavour to accommodate requests where possible, we cannot guarantee that a cancellation or amendment request will be successful if it is received after order processing has begun.

If your order has already been dispatched before your cancellation request is received, you may need to wait until the order has been delivered and then follow our returns procedure, subject to the terms and conditions of this policy.

To request an order amendment or cancellation, please contact our customer support team and provide your order number together with details of the requested change.