Return and Refund Policy EN

Returns and Refunds

Unsatisfied? Our exchange and return conditions will help you.

Here at Olivias Berlin, our top priority is to have satisfied customers. We want the products that arrive at your home to bring universal joy so that you will enjoy shopping with us again and again.

If for any reason you are dissatisfied with your purchase, we will do our best to resolve your concern by offering clear exchange and return policies.

Above all, the satisfaction of our customers is important to us. We respect the right of every customer to withdraw, exchange and return purchased products as well as the possibility of a refund. For this reason, we have developed our exchange and return policy based on the Consumer Protection Act.


Under what circumstances do we offer exchanges or returns:
Purchase regret:

If the customer bought the wrong product, the product did not fit or the consumer no longer wants the product

Manufacturing problems:

The product showed manufacturing defects after use.

Order arrived incorrectly:

If the product is incorrect, damaged by the carrier or has a defect.

Exchange by size:

A different size than the one ordered was delivered or it did not fit the customer.

Deadlines for requesting an exchange or return:
Purchase regret – 14 days

Manufacturing issues – maximum period 14 days

Order arrived defective - 14 days

Exchange by size - 14 days


Shipping costs for exchanges and returns
The warehouse address for returns is provided by international shipping at the customer's expense. For further information, please contact customer service.


Methods for refunding the amount paid in the order
Credit Card Chargeback – This chargeback can appear on up to two invoices after the payment gateway completes the return.


TED – transfer to the customer's account, which can be carried out within 10 working days after confirmation of the return. Transferring to a third-party account is not possible.


Exchange case:
What customers need to do:

Send an email to support@by-olivias.com and include the following in the body of the email:

  1. product name;
  2. Order number;
  3. Email address registered when purchasing;
  4. reason for exchange;
  5. Customer request;
  6. Video/photo documenting the reason for the exchange;


Example for sending your email:

  1. Product Name: Leather Jacket;
  2. Order number: #12345;
  3. Email registered when purchasing: youremail@example.com;
  4. Reason for exchange: The leather jacket in size P was too tight;
  5. Customer request: I would like to exchange for size M;
  6. Video/Photo: Please send an attached video or photo showing the size of the leather jacket;

After submitting the above information, we will analyze your request and then proceed as follows:

  • The return address will be sent to our international warehouses so that the order can reach our factory, and after receipt is verified, appropriate action will be taken. These measures are at the customer’s expense.
  • The customer is responsible for packaging the product, sticking the label on the back of the package and shipping the product within 14 days
  • When the product arrives at our address, we will ship the new product according to the customer's request and send the new product tracking code by email.


Case of regret:
What customers need to do:

Send an email to support@by-olivias.com and include the following in the body of the email:

  1. product name;
  2. Order number;
  3. Email address registered when purchasing;
  4. Customer request;


Example for sending your email:

  1. Product Name: Leather Jacket;
  2. Order number: #12345;
  3. Email registered when purchasing: youremail@example.com;
  4. Customer request: I'm sorry and I would like to return the product and get my money back;

After submitting the above information, we will analyze your request and then proceed as follows:

  • The return address will be sent to our international warehouses so that the order can reach our factory, and after receipt is verified, appropriate action will be taken. These measures are at the customer’s expense.
  • The customer is responsible for packaging the product, sticking the label on the back of the package and shipping the product within 14 days
  • Once the product arrives at our address, we will refund you the amount paid in the order according to your payment method and inform you by email.

Case of Defects/Manufacturing Problems:
What customers need to do:

Send an email to support@by-olivias.com and include the following in the body of the email:

  1. product name;
  2. Order number;
  3. Email address registered when purchasing;
  4. product defects;
  5. Customer request;
  6. Video/photo proving the defect of the product;

Example for sending your email:

  1. Product Name: Leather Jacket;
  2. Order number: #12345;
  3. Email registered when purchasing: youremail@example.com;
  4. Product defect: The leather jacket had holes;
  5. Customer request: I would like to request a refund;
  6. Video/Photo: Send an attached video or photo showing the defect;

After submitting the above information, we will analyze your request and then proceed as follows:

  • The return address will be sent to our international warehouses so that the order can reach our factory, and after receipt is verified, appropriate action will be taken. These measures are at the customer’s expense.
  • The customer is responsible for packaging the product, sticking the label on the back of the package and shipping the product within 14 days.
  • When the product arrives at our address:

If it is a refund request: We will refund the amount paid in the order according to your payment method and inform you by email.
If the request is for exchange/replacement: We will ship the new product according to the customer's request and the tracking code for the new product will be sent by email.

Do you have more questions? Do not hesitate to contact us :

Email: support@by-olivias.com

Monday to Friday: 9:00 a.m. - 6:00 p.m
Saturday: 9:00 a.m. - 4:00 p.m
Sunday: 9:00 a.m. - 2:00 p.m