Refund policy

Return & Refund Policy

Last updated: 1 September 2026

At Olivara, we want you to love every piece you receive. If your purchase isn’t quite right, we’re happy to accept eligible returns in accordance with the policy below.

1. Returns

You may request a return within 7 days of receiving your order.

To be eligible for a return:

The item must be unused and unworn.
The item must be returned in its original condition and original Olivara packaging.
All tags, certificates, protective materials and accompanying documentation must be included where applicable.
The item must not show signs of wear, damage, alteration or exposure to chemicals, perfume, lotions or water.
Items returned without their original packaging or documentation may not be accepted.

We reserve the right to refuse a return if an item does not meet these conditions.

2. How to Request a Return

To request a return, please contact us at contact@olivarajewels.com within 7 days of receiving your order.

Please include:

Your order number
The name of the item you wish to return
The reason for the return
Photographs of the item and packaging, if requested

Once your return request is approved, we will provide you with the return instructions.

Please do not send an item back without receiving return approval from Olivara first.

3. Return Shipping

Unless the item is faulty, damaged upon arrival, or incorrect, the customer is responsible for the cost of return shipping.

We strongly recommend using a tracked and insured delivery service. Olivara cannot be held responsible for items lost or damaged while being returned to us.

4. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow up to 14 days for your refund to be processed after we receive and inspect the returned item. Your bank or payment provider may require additional time for the funds to appear in your account.

Original standard delivery charges are generally non-refundable, except where required by applicable law or where the item received was faulty, damaged or incorrect.

5. Faulty, Damaged or Incorrect Items

We take great care in preparing every Olivara order.

If your item arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery, preferably with clear photographs of:

The jewellery
The packaging
Any visible damage
The shipping label

Please retain the original packaging until the matter has been resolved.

Where an item is confirmed to be faulty, damaged in transit or incorrectly supplied, Olivara will provide an appropriate remedy in accordance with applicable UK consumer law.

6. Non-Returnable Items

For hygiene, safety and/or personalisation reasons, certain products cannot be returned unless they are faulty.

These may include:

Custom-made or personalised jewellery
Jewellery made specifically to your requested specifications
Engraved items
Made-to-order pieces
Items that have been resized or altered at the customer's request
Gift cards
Items that have been worn, damaged or altered after delivery

This does not affect your statutory rights where an item is faulty or otherwise does not conform to the contract.

7. Jewellery Care and Returns

Jewellery must be returned in the same condition in which it was received.

Returns may be refused where damage appears to have resulted from improper care, including exposure to:

Perfume or cosmetics
Lotions and creams
Cleaning chemicals
Chlorine or swimming pools
Excessive moisture
Physical impact or misuse

Normal signs of wear are not considered a manufacturing fault.

8. Exchanges

If you would like to exchange an eligible item for another product, please contact us within 7 days of delivery.

Exchanges are subject to product availability. If the replacement item has a different price, the applicable price difference will need to be paid or refunded.

9. UK Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection law.

Where applicable, you may have additional rights to cancel an online purchase within the statutory cancellation period. Certain exceptions apply, including some personalised or made-to-order goods.

For further information regarding your statutory rights, please contact us.

10. International Returns

For international orders, customers are responsible for any return shipping costs, customs charges, duties or taxes associated with returning an eligible item, unless the item is faulty, damaged or incorrectly supplied.

International customers should contact Olivara before returning an item so that we can provide the appropriate return instructions.