Politique de remboursement

Last updated: February 3, 2026

We want you to love your purchase. If you change your mind, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

1. UK & EU 14-Day "Cooling Off" Period

In accordance with the Consumer Contracts Regulations, customers in the UK and European Union have the right to cancel or return their order within 14 days for any reason and without justification.

  • This 14-day window begins the day you receive your goods.

  • You then have a further 14 days to actually send the items back to us.

2. Eligibility & Conditions

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To maintain our high standards of hygiene and safety, please note:

  • Hygiene & Seals: In accordance with UK health and hygiene regulations, we cannot accept returns on beauty products, face tools, or skincare items where the hygiene seal has been broken or the packaging has been unsealed.

  • Sets & Bundles: We cannot accept partial returns for items purchased as part of a set or bundle. The entire set must be returned together in its original condition.

  • Direct Purchases: We only accept returns for orders placed directly on oliviaevelondon.com.

  • Cosmetic Bags: These may be returned only if they are entirely unused and in their original packaging.

  • Candles: Candles must be returned in an unlit, original condition. If a candle has been lit or the wick has been trimmed, it is no longer eligible for a "change of mind" return.

3. Return Shipping & Fees

  • Shipping Costs: For "change of mind" returns, the customer is responsible for the cost of return shipping. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

  • No Restocking Fees: We do not charge restocking fees for standard returns. However, we reserve the right to reduce your refund amount if the value of the goods has been diminished by "unnecessary handling" (i.e., using the product beyond what is necessary to inspect it).

4. Exceptions / Non-Returnable Items

Certain items are classified as Final Sale and cannot be returned:

  • Unsealed Beauty Goods: Any personal care or beauty products where the seal is broken.

  • Custom Products: Special orders or personalised items.

  • Sale Items & Gift Cards: We do not accept returns on gift cards or items clearly marked as "Final Sale."

  • Hazardous Materials: We do not sell or ship hazardous gases or flammable liquids; however, for safety reasons, items that have been contaminated with such materials cannot be returned.

5. Damages and Faulty Issues

Please inspect your order upon reception. Under the UK Consumer Rights Act 2015, you have a right to a refund, replacement, or repair if goods are faulty or not as described.

  • Within 30 Days: If your item is defective, damaged, or the wrong item was sent, contact us immediately at hello@OliviaAndEve.com. If the fault is verified, we will provide a full refund or replacement and we will cover the cost of the return shipping.

6. How to Start a Return

To start a return, please contact us at hello@OliviaAndEve.com. If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Items incorrectly sent to the registered office address are automatically discarded.

Return Address: NN Brands, Unit 147240, Courier Point 13 Freeland Park, Wareham Road Poole, Dorset, BH16 6FH, UK.

7. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@OliviaAndEve.com.