Our policy

Why do goods have to be returned in a re-saleable condition?

When unwanted items are returned back to us we need to ensure they are returned in a re-saleable condition. Our expectations mean you have kept all of the original packaging and labels and that the item is undamaged and unused.

On receipt of your goods we ask for you to inspect them and if there is any fault or issue they would need to be returned to us within 14 days. If you try them on or use them in anyway then this may affect your rights to return the goods for a full refund, exchange or credit. We reserve the right to refuse an exchange or refund if the goods aren't in a saleable condition.

All items sold come with a 3 month guarantee, however if any item is damaged through wear and tear we will welcome for it to be returned so we can look at the repair free of charge if possible but a refund or exchange will not be granted. We do ask that the return postage is covered by the buyer.

Any item that you wish to return for a refund would need to be arrive back with us within 14 days of purchase.

I wish to return some items, do I have to pay for these items to be returned to you?

We would rather keep the costs down to you in the first instance therefore we are unable to offer a free of charge returns service, so returning items is currently at your own cost.

What items will you not accept back as a return?

We are unable to accept back perishables, personalised items or anything made to order including crystal breeches and crystal fly veils.

We need to be able to resell items after they have been returned back to us so please take care when parcelling them back to us so the items packaging as well as the products needs to reach us in perfect condition which includes ALL of the orginal packaging.

If the return item has been defaced or marked this will affect your refund.

You will be responsible for the costs of recovering these items.

Do I need proof of purchase?

When returning items back to us we will need either;
• The full name your order was placed under
• A copy of your order confirmation
• Your order number

Failure to provide proof of purchase may affect your claim.

What if my goods are damaged/missing on receipt?

If you receive a parcel which looks damaged, please sign for it as damaged or refuse the parcel. If you sign for goods as in good condition, this may affect your claim.

Please report any missing items within 48 hours from the parcel being delivered or we will unable to deal with your claim.

For items damaged in transit, it is helpful when we're trying to claim against the carrier company that you keep all the original packaging which shows evidence of condition.

Why is it important to send back goods clean and dry?

Regardless of what the item has been used for it is important that it is returned back to us clean and dry. This is simply to comply with health and safety at work legislation.

If we begin to open your parcel and find it in an unacceptable condition we will cease any further inspection and immediately reject your returned parcel. We will inform you of this and you will immediately become responsible for the recovery of the item(s) at your own cost.

How long does a refund take to process?

Once we have received your returned goods we will refund the relevant part of the purchase price within 14 days to the person who originally paid and placed the order. This is normally within 2-3 working days from receiving your goods back to ourselves.

In order to avoid delays, please ensure your order reference number is included in ALL communications. Please ensure you obtain proof of postage and retain it until we have received your item and actioned a refund.

What is your VAT refund policy?

All total prices for goods and services at the checkout represent the total, VAT inclusive price payable by the customer for those items, regardless of the address for delivery.

For deliveries to the European Union (EU), this price includes VAT (or VAT equivalent) at the relevant rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU.

How do I care for my crystal item?

We hold a wide range of bespoke and crystal items and we would like to offer a few helpful tips on how to look after and care for your purchase...

• Not for everyday use
• Fly veils to be kept flat 
• Fly veils to be hand washed
• Breeches to be washed in a pillow case or turn inside out 
• Show shirts to be turned inside out 

Olvossa offer a 3 month guarantee on any item purchased - it doesn't matter if it has been used once or everyday.

Lost Item?

If your item has not arrived please contact us and we will do our best to track it down.

Please note we will ONLY send the item to you registered PAYPAL address so please keep this updated otherwise we can not be held responsible for your item being lost.

Olvossa ltd accept no liabilty for lost, damaged or stolen goods whilst in transport.