Returns and Refund Policy

Last updated: 7 November 2026

At Olivia & John, we want you to love every piece you order. If you are not completely happy with your purchase, our 30-day money-back guarantee allows you to return it for a full refund of the item price.

Return period

You may return any item within 30 days from the date you receive your order. This is in addition to your statutory right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013.

Return conditions

To be eligible for a return, items must be:

• Unworn, unwashed and unaltered
• In their original condition, with all original tags attached
• Returned in their original packaging where possible

You may handle the item as you would in a shop to check its size and fit. If an item is returned with signs of wear or damage beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value.

How to start a return

1. Email us at info@olivia-john.com with your order number and the item(s) you wish to return.
2. Our team will reply with your return authorisation and the return address.
3. Pack the item(s) securely and send them back using a tracked postal service. We recommend keeping your proof of postage.

Please do not send items back without contacting us first, as we cannot process returns sent to the wrong address.

Return shipping costs

Return shipping costs are the responsibility of the customer, unless the item you received is faulty, damaged or incorrect. In those cases, we will cover the return costs in full.

Refunds

Once we receive and inspect your return, we will email you to confirm the status of your refund. Approved refunds are issued to your original payment method within 14 days of us receiving the returned item. Depending on your bank or card provider, it may take a few additional working days for the refund to appear in your account.

As delivery on all UK orders is free, there are no delivery charges to refund.

Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please return the original item for a refund and place a new order.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or is not what you ordered, please email us at info@olivia-john.com within 14 days of delivery, including your order number and photos of the item. We will offer you a replacement or a full refund, including any return costs. This does not affect your statutory rights under the Consumer Rights Act 2015.

Order cancellations

If you wish to cancel your order before it has been dispatched, please email us as soon as possible. If your order has not yet been dispatched, we will cancel it and issue a full refund. If it has already been dispatched, you can return it following the process above.

Contact us

If you have any questions about returns or refunds, please contact our customer service team:

Email: info@olivia-john.com
Phone: +44 7915 976340
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm; Saturday, 9:00 am – 1:00 pm (UK time)
Response time: We reply to all messages within 24 hours.