Return Policy

PLEASE NOTE: RETURNS ARE NOT FREE AND MAY INCUR FEES.

Can I return my order?

Yes, you can!

If you are not satisfied with your order, you may return the item(s) within 30 days of receipt.

To be eligible for a return, the following conditions must be met:

• The item must include all relevant parts, components, and original packaging, and must have been received as described.
• Only signs of normal handling are acceptable; items damaged through misuse will not be accepted.
• For items where hygiene is a concern, the product must be cleaned thoroughly before initiating a return.
• The product must have been found defective immediately upon receipt.
• We reserve the right to charge return shipping fees.

Returns will be processed within 7 business days of receipt. If all return conditions are met, the return will be officially accepted within that timeframe.

We reserve the right to refuse any returned item that appears to have been used or damaged through no fault of Olivia & James.

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CANCELLATION TERMS

Please note: We operate a fully automated processing system. Orders enter our automated processing system immediately after checkout and are transmitted to our fulfillment partner without delay. Therefore, cancellation is only possible after delivery, through a return.

All return shipping costs are the responsibility of the customer.

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30 Day Money Back Guarantee – Important Note

Our 30 Day Money Back Guarantee applies only to items that are completely unused, unworn, and returned in original condition with tags and packaging intact.

Items that do not meet these standards may not be eligible for a refund.

*This guarantee means you are entitled to a full refund, provided the return is sent back to us and successfully received and approved by our international return facility.

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Conditions for Return Approval (Please Read Carefully)

To qualify for a refund, your returned item must meet all of the following conditions:

• It must be completely unused and unworn
• It must include all original packaging, tags, and components
• It must not show any signs of wear, including but not limited to:
• Perfume, deodorant, or body scent
• Makeup stains, creasing, lint, or pet hair
• Fabric stretching, wrinkling, or altered shape
• It must not have been washed, altered, or handled inappropriately
• It must be in resellable condition exactly as received

All returned items are subject to inspection by our quality control team.

Items that show signs of being worn — even once — are not eligible for a refund.

Ineligible returns will either be sent back to the customer or discarded, without reimbursement, at our discretion.

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How can I return my order?

If your order meets the conditions listed above, please follow these steps:

📧 Email us at: support@oliviaandjames-vancouver.com

Include the following details in your message:

• Your order number
• The reason for your return
• A photo of the item if it is damaged or defective
• Your full name and shipping address

We will then respond with the correct return address.

Do not send the item back to the sender’s address.

We will provide the appropriate return address once we’ve reviewed your request.

Note: You, the customer, are responsible for all return shipping costs.

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Shipping Records

Since many of our products are shipped from Asia, longer transit times may apply. These delays are beyond our control.

If your order is already in transit, cancellation is no longer possible. You must wait for the item to arrive, and then proceed with a return as outlined above.

You may notify us in advance of your intention to cancel to help streamline the return process.

To avoid delays, we kindly ask that you provide us with proof of return shipment.

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Consequences of Withdrawal

If you withdraw from the contract, we will refund all payments received from you, excluding shipping fees and any extra costs for upgraded or express delivery options you may have selected.

The refund will be issued using the same payment method you used for the original order, unless we have agreed otherwise. You will not be charged any additional fees for the refund itself.

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All returns must be sent to the return address we provide. Our central return address is outside Canada (The Netherlands). For change-of-mind/sizing returns, the customer pays all return shipping costs, including any customs duties or import fees.

If any customs duties, VAT, import taxes, or clearance fees are charged to us upon arrival at the international return center which we provide instead of to you (you are responsible for all return shipping costs, including any customs duties or import fees), we will not pay them. In such a case, the return will automatically be rejected by our return facility and sent back to you. A rejected return is not considered a completed return, meaning no refund will be issued.