We've made the return process super easy，just in case you're not 100% satisfied.
Eligibility & Potential Fees
Returns can be made within 15 days from the date you've received all your items in the same order. Your return package must be mailed out within 14 days from the date we sent you the return instruction.
All items must be unworn and in the original condition with the original packaging and all tags attached. Hygiene stickers (if any) must be intact. Any item that appear to have been washed or altered will not quality for a refund. The original shipping fee is non-refundable in most cases. Unless it's a quality issue or problem with the order, unfortunately, we will not cover the return shipping. Please also note that we are not responsible for the customs duty on return package(s).
How to start a return?
You can start a return by sending an request email to us at firstname.lastname@example.org and briefly let us know the reason. We will get back to you very soon(at most 6 hours) with detailed instructions for the return.
Please kindly note, items sent back to us without first requesting a return will not be accepted.
How to ship the item(s) back？
Since return address will vary according to the ordered item(s) & customer location, please first contact us to initiate a return request and we will then send you the detailed return instructions within 6 hours.
In general, please pack all of the items that you want to return with their original packaging and include a slip with order number written. You could choose the cheapest method to ship at your location but it must have a tracking number.
Once you have shipped the package, please let us know the tracking number and we will follow up with you once we received the package at our facilities.
Where is my refund?
After your return request has been processed and item(s) returned to our facilities, please expect up to 7 days for the refund to be issued to your original payment method.
The original shipping fee is non-refundable.
Please contact us at email@example.com to start an exchange request. We will get back to you very soon (6 hours max) with detailed instructions.
What is not accepted for return?
1. Swim wear, costumes, bodysuits, lingerie, underwear, event and party supplies, DIY supplies.
2. We cannot offer refunds on items with broken hygiene seal.
3. Final Sale items.
4. Made to order items. Custom made items.
5. Other items that are not accepted for return:
costumes, bodysuits, lingerie, beauty products, underwear, event and party supplies, DIY supplies, and pet supplies. We cannot offer refunds on items with broken hygiene seal. Items with non-returnable marks and free gifts cannot be returned. Personal care goods (such as beauty products).
Please get in touch if you have questions or concerns about your specific item.
Additional Important Information:
- Expedite shipping time cannot be guaranteed during the holiday season due to courier companies such as UPS, FedEx, and DHL cannot fulfill and guarantee delivery time.
- Please do not send your return package to the sender's address on your package. This is not theaddress of our return facility and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
- Please make sure you don't include non-OliviaMark items by accident in your return package. We will not be responsible for sending back those items to you.
- The express shipping fee cannot be refunded due to personal reason refund.
- We cannot refund holiday-related items due to late arrival, because the shipping time is out of our control. We recommend buying all holiday-related items at least 20 days before the holiday.
- We have few warehouses worldwide. We cannot guarantee your order will be shipped from the closest warehouse due to stocking. Please kindly note that the shipping time cannot be guaranteed.
- Please request order cancellation as soon as you have made the decision by contacting our customer service. Once the package is sent out from our warehouse, we will not be able to recall it and therefore the order cancellation will not be granted.
- Our size is based on the US size, the size reference needs to be based on our tag size. Since the sizes of the production factories are inconsistent, we will convert them uniformly according to the US size. Even different colors of the same model may vary in size due to different production locations, but we will eventually convert to the US size. This is not an excuse for a free return or refund.
Still Need Help?
If you need additional support, please contact us at firstname.lastname@example.org