Refund policy

I accept exchanges and/or store credit.

Please contact me for the return address.

• Contact me within: 14 days of delivery (including weekends) to arrange for an exchange or credit - ideally let me know ASAP as outside of the returns period I will no longer be accepting returns.
• Some returns outside of the 14 days of delivery may be exchanged for another item or issued a credit note at my discretion. 

• You must contact me to authorise your exchange or credit, prior to posting as I am not responsible if items go missing. Please contact me for the return address. 
• Send items back within: 7 days of notifying me of a return request.
• Any non-faulty items that are returned in a condition unsuitable for resale (e.g. washed, soiled, smelly or damaged) will not be refunded. In such cases I will contact you and arrange to send the item (s) back to you.
• Made To Order pieces can be exchanged or a credit note issued.
• Bespoke pieces (including Made To Order with any personal changes) are non-refundable and non-returnable.

Please send your items back in the condition you received them, i.e, neatly folded and wrapped with care. Please do not send back your items scrunched up into a ball as this could damage the item and it means I have to spend a long time steaming and restoring your return and this may delay your refund and incur a restocking fee.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. I request that you do not remove tags until you are completely sure that you would like to keep an item. Please also return garments in their biodegradable plastic bags as this will protect the order during transit.

Upon receipt of an order, if any item has been delivered with no tags, you should notify me by email on the same day. I strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Pieces sold as part of my Sample Sales are non-refundable.

I don't accept cancellations on pre-order. You have a cooling off period of a week to amend your pre-order, this is because we judge quantities of production off your orders. If you have put down a 50% deposit on your order and then decide not to go ahead then this will not be refunded.

Please contact me if you have any problems with your order. I encourage you to consider whether or not you want to commit to a pre-order or a made to order garment.

The following items can't be returned or exchanged;

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

• Custom, Made To Order or Personalised Orders (Buying something personal to you means that it becomes custom made or personalised and therefore is exempt from the Consumer Contracts Regulations. Occasionally we offer bespoke and personalised pieces which are non-returnable)
• Perishable products (like food or flowers)
• Digital downloads
• Gift Cards are non-refundable
• Made to Order Jewellery
• Intimate items including Facemasks (for health/hygiene reasons) and jewellery.

Conditions of Return

Buyers are responsible for return tracked postage costs, I recommend returning via a Fully Tracked Method with compensation. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 

It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive to Olivia Annabelle Ltd within the specified timeframe. Please note that Olivia Annabelle Ltd cannot accept liability for any returns lost during transit, so I encourage customers to follow the above advice and track their package carefully.

When returning items, I strongly recommended obtaining proof of postage and/or relevant airway bills and documentation from your courier. Olivia Annabelle Ltd cannot accept responsibility for parcels lost in transit, as such you are advised to arrange your own insurance.

I do not accept International Returns.

Please note that due to recent changes in duty, delivery and handling charges, for orders outside of the UK I strongly advise you to contact me about sizing. Please email me and I will be happy to measure pieces for you!