PAYMENT POLICY

Olivia Melbourne | Olivia-melbourne.com

Email: info@olivia-melbourne.com
Phone: +61480008226
Address: Walingstuin 37, 1902BB Castricum 

Opening Hours:

Mon-Fri 9:00 AM - 5:00 PM 
Sat-Sun 9:00 AM - 3:00 PM 

PAYMENT POLICY

Accepted Payment Methods

We currently accept the following payment methods:

  • Credit Card: Visa, MasterCard, and American Express.
  • Apple Pay

Payment Security

Your payment security is our top priority. We use industry-standard encryption technologies to ensure your personal and financial information is protected during the transaction process.

Payment Processing

  • Payments are processed at the time of purchase.
  • Once your payment is successfully processed, you will receive a confirmation email with your order details.

Currency

All payments on our website are processed in Dollars.

Failed Transactions

If your payment fails or is declined by your payment provider:

  • Please verify that your card details or Apple Pay account information are correct.
  • Contact your bank or payment provider for more details.
  • If the issue persists, feel free to contact our support team for assistance.

Refunds and Disputes

For information on refunds, cancellations, or disputes, please refer to our Refund Policy.

RETURN POLICY

Return Window

Customers in Canada have the right to cancel their purchase and return the product within 30 days of receipt without giving a reason.

Return Instructions

  • Return Notification: To initiate a return, contact our customer service at info@olivia-melbourne.com with your order number and a detailed reason for the return.
  • Return Authorization: After reviewing your return request, we will provide you with detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

  • Safely pack the item in the original packaging with all labels and tags still attached.
  • Include the return authorization form and any necessary supporting documents or images.
  • Download and print the return label from the link provided in our email.

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  • For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

  • Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days, provided it is unused, undamaged, and in the original packaging.
  • Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. Laurent Vancouver will cover the return shipping costs and provide a replacement product or a refund.
  • Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.
  • Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
  • Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
  • Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Policy for Damaged or Defective Goods

Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.

Policy for Non-Damaged Goods

If you change your mind, you can return the undamaged and unused product within 30 days. Ensure it is in the original packaging.

Timelines

  • Return Window: Returns must be reported and shipped within 30 days of receiving the product.
  • Return Processing: After receiving and inspecting the returned item, we will process the refund within 14 days. You will receive a confirmation email.
  • Refund Conditions: A refund is approved if the product is undamaged, unused, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
  • Refund Period: After the return is approved, it takes up to 14 days to process the refund to the original payment method.
  • Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

  • Custom or personalized items
  • Hygiene products (e.g., socks, underwear) unless unopened and unused

Return Address

Send all returns to: Walingstuin 37, 1902BB Castricum 

Shipping Method

Australia Post + DHL

Legal Rights

This policy does not affect any applicable legal rights.

Questions?

Visit our FAQ page or contact our customer service.

Frequently Asked Questions

We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:

Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.

Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay

Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.

Yes, your payment details are completely safe. We use industry-standard encryption and secure payment gateways to protect your financial information. All transactions are processed securely, and we do not store your payment details on our servers.

If you have any further concerns or questions about payment security, feel free to contact our support team

We completely get it, we change our minds too! You can cancel your order up to 12 hours after placing your order.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund.

We ship everything to customers for free. You don't need a minimum order value or anything else, it's just free!

We always strive to deliver your parcel with the best carrier and service for your country. All information about the shipping times and rates by country can be found on our shipping page.

We strive to process and ship orders promptly within 24-48 hours of placement.

Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.

We use a return period of 30 days during which the customer may return his or her package without giving any reason. These 30 days start when the package is received. Please note that the return shipment must be sent back to us within these 30 days.

Return conditions All returned items must be unworn and in pristine condition with all the tags still attached.

Shipping costs are not refundable.

Making a return is easy! Here's what you need to do:

1. Within 30 days of receiving your order, send an email to info@olivia-melbourne.com indicating that you want to exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the provided instructions to complete the return process.

Once you’ve sent your items back to us, you should receive your refund within 14 working days after the items have reached our warehouse.

You can track the progress of your return using the provided track and trace of your chosen carrier which indicates when the package reaches our warehouse. The 14-workday processing period commences from this point onward. Once the refund has been issued, you will receive a notification. Please be aware that it may take up to 3 days for the refund to reflect in your bank account. If you haven’t received your refund in this timeframe, please contact us via our contact page.