Refund Policy
Return & Refund Policy
Last Updated: October 25, 2026
At Olivia’s Style, we want every customer to feel confident when shopping with us. If something is not right with your purchase, please contact us so we can review your situation and help determine an appropriate solution.
For questions about returns, refunds, damaged products, or order issues, please contact:
Olivia’s Style
Edmonton, Alberta, Canada
Email: info@oliviasstyle.com
1. How Our Fulfillment Process Works
Olivia’s Style works with selected fulfillment and shipping partners to process and deliver customer orders.
Depending on the product, some items may be shipped directly from international suppliers or fulfillment centers rather than from a local Canadian warehouse.
As a result, the return address may vary depending on the product and order.
Please contact our customer service team before sending any product back. Once we have reviewed your request, we will provide the appropriate return instructions and, where applicable, the correct return address.
Please do not send products to an address that has not been confirmed by our team.
2. Return Period
You may submit a return request within 30 days of receiving your order, subject to applicable consumer protection laws.
To begin a return, contact us at:
Please include the following information in your email:
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Your order number
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The product or products you wish to return
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The reason for your return
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Clear photographs if the product is damaged, defective, or incorrect
After reviewing your request, our team will contact you with the next steps.
3. Return Requirements
To be eligible for a return, products should generally meet the following conditions:
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Be unused and unworn
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Be unwashed
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Remain in their original condition
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Include original tags and labels, where applicable
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Include the original packaging where reasonably possible
Products showing signs of wear, washing, misuse, or damage caused after delivery may not qualify for a refund, subject to applicable law.
Returns sent without contacting Olivia’s Style first may not be accepted.
For hygiene and safety reasons, certain products may not normally be eligible for return unless they arrive damaged, defective, or incorrect. Examples may include:
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Underwear
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Swimwear
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Earrings and certain jewelry
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Personal care products
Any applicable exclusions will be subject to mandatory consumer protection laws.
4. Return Shipping Costs
If you choose to return an item because you changed your mind, ordered the wrong size, or no longer want the product, you will generally be responsible for the return shipping costs, where permitted by applicable law.
These costs may include:
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Return postage
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Shipping fees
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Customs charges, where applicable
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Import-related charges, where applicable
If you receive a damaged, defective, or incorrect product, please contact us before arranging a return. Depending on the circumstances and applicable law, Olivia’s Style may offer an appropriate solution.
We recommend using a tracked shipping service when returning products.
Customers are responsible for packaging returned items securely. We cannot guarantee reimbursement for return shipments that are lost before reaching the designated return location.
5. Alternative Solutions
International returns can sometimes be expensive or inconvenient. Depending on the circumstances, we may offer an alternative solution instead of requiring you to return a product physically.
Possible solutions may include:
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A partial refund
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Store credit
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A replacement item
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A discount on a future order
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Another reasonable solution agreed upon with the customer
Any alternative solution must be confirmed by Olivia’s Style before it is considered final. Alternative solutions will not replace any remedy that you are legally entitled to receive.
6. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or materially different from the product you ordered, please contact us as soon as possible, preferably within 30 days of delivery.
Send your request to:
Please provide:
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Your order number
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Clear photographs of the product
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Photographs of the packaging, where relevant
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A brief description of the issue
We will review the information and determine an appropriate resolution based on the circumstances and applicable consumer protection laws.
Possible resolutions may include:
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A replacement
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A refund
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A partial refund
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Store credit, where appropriate and agreed upon
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Another suitable remedy
Nothing in this section limits any mandatory rights you may have under applicable law.
7. Refunds
Where a return is required, refunds are generally processed after the returned product has been received and inspected, subject to applicable law.
Once a refund has been approved, it will normally be issued to the original payment method used for the purchase.
After we initiate the refund, your bank or payment provider may require additional time for the funds to appear in your account.
Please allow up to 14 business days for our processing and any payment-provider delays. If your refund has not appeared after this period, please contact us so we can help investigate.
Original shipping charges are generally non-refundable unless required by applicable law or where the return results from an error on our side.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
An order can generally only be cancelled before it enters processing or fulfillment. Once an order has been processed, transferred to a fulfillment partner, or shipped, cancellation may no longer be possible.
If your order cannot be cancelled, you may need to wait until it has been delivered and then follow the applicable return procedure.
We encourage you to contact us promptly if you have a concern about your order so we can review the available options.
Any statutory cancellation or withdrawal rights that apply to your purchase remain unaffected by this policy.
9. Incorrect Shipping Information
Customers are responsible for ensuring that the delivery information entered at checkout is accurate and complete.
This includes:
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Full name
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Street address and house number
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Apartment or unit number, where applicable
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City
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Province or region
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Postal code
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Country
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Telephone number, where requested
If you notice an error after placing your order, please contact us as soon as possible. Ideally, contact us within 24 hours at:
We cannot guarantee that shipping details can be changed once an order has entered fulfillment.
Olivia’s Style is not responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.
10. Packages Marked as Delivered
If your tracking information indicates that your package has been delivered but you cannot locate it, we recommend taking the following steps first:
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Check around the designated delivery location
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Ask household members whether they received the package
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Check with your neighbours
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Check your building's reception area or mailroom, if applicable
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Contact the shipping carrier for additional delivery information
If you are still unable to locate your order, please contact us at:
We will review the available tracking information and assist where reasonably possible.
This process does not limit any rights or remedies you may have under applicable consumer protection laws.
11. Exchanges
If you would like a different size, colour, or product, please contact us before returning the original item.
Depending on product availability and the circumstances, we may offer:
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An exchange
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A replacement order
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Store credit, where appropriate and agreed upon
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A return followed by a new purchase
Exchanges and replacement products are subject to availability. If your requested item is unavailable, we will discuss the available options with you.
12. Sale Items
Products purchased during promotions or sales remain subject to this Return & Refund Policy unless the product page clearly states otherwise or applicable law requires a different outcome.
A discounted price does not automatically remove your rights under applicable consumer protection laws.
Products purchased during seasonal promotions, clearance events, or other special offers are subject to the same applicable legal protections as other purchases.
13. Processing Times
We aim to respond to return and refund requests as quickly as reasonably possible.
Processing times may vary depending on:
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The nature of the request
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Whether photographs or additional information are needed
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Shipping times for returned products
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Inspection of returned products
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Payment-provider processing times
If additional information is required to assess your request, we may contact you before proceeding.
14. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit or exclude rights that you may have under mandatory consumer protection laws applicable to your purchase.
Where any provision of this policy conflicts with a legal right that cannot be excluded, restricted, or waived, that legal right will take precedence.
15. Contact Us
For questions about returns, refunds, replacements, order cancellations, or other order-related concerns, please contact:
Olivia’s Style
Edmonton, Alberta, Canada
Email: info@oliviasstyle.com
We appreciate your business and will do our best to assist with your concerns in a fair and timely manner.