Return policy
Order Confirmation and Acceptance of Policy
By placing an order with Olivia on Queen, you confirm that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.
By completing your purchase, you acknowledge that:
- You have reviewed and accepted the return eligibility requirements and applicable return periods.
- You agree to follow the return instructions provided by Olivia on Queen.
- In the event of a payment dispute, chargeback, or claim, this policy and all related order records, tracking information, and customer communications may be used as supporting evidence.
Returns
We want you to feel confident when shopping with Olivia on Queen. If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of the delivery date.
Return Eligibility
To qualify for a return, the following conditions must be met:
- The item must be unused and in its original condition.
- The item must not show signs of wear, washing, alteration, or damage caused after delivery.
- Original packaging, tags, and accessories must be included where applicable.
- The item may only have been inspected to determine suitability.
- Return shipping expenses are the responsibility of the customer.
Once received and inspected, approved returns are typically processed within 7 business days.
Olivia on Queen reserves the right to decline returns that do not meet the conditions outlined above.
How to Request a Return
To begin the return process, please contact our customer support team within 30 days of receiving your order.
Email: info@oliviaonqueen.com
Please include:
- Your order number
- Full name
- Shipping address
- Reason for the return
- Photos of the item if it is damaged, defective, or incorrect
After reviewing your request, we will provide return instructions.
Please do not return products without prior authorization, as unauthorized returns may not be accepted or processed.
For your protection, we recommend using a trackable shipping method and retaining proof of shipment until the return has been completed.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Email: info@oliviaonqueen.com
Please provide:
- Your order number
- A brief explanation of the issue
- Clear photographs showing the problem
- A short video if applicable
Once your claim has been reviewed and verified, we may offer:
- A replacement item
- A partial refund
- A full refund
- Another suitable resolution depending on the circumstances
In certain situations, returning the item may not be necessary.
Replacement orders are generally processed within 7–14 business days after approval.
Lost Packages
If your shipment appears to be lost during transit, please contact us as soon as possible.
Our team will assist in working with the shipping carrier to investigate the issue.
If the package is officially confirmed as lost by the carrier, we will arrange an appropriate replacement or refund.
Customers may be asked to provide tracking information and order details to support the investigation process.
Undeliverable or Unclaimed Packages
If an order is returned to us because:
- The delivery address provided was incorrect,
- The package was refused,
- The package was unclaimed,
- Delivery attempts were unsuccessful,
an administrative and shipping fee of up to $35 CAD may be deducted from the refund amount.
This deduction covers shipping, handling, processing, and return logistics expenses.
Order Cancellations
Customers may request to cancel an order before it has been processed for shipment.
To request a cancellation, please contact:
Once an order has entered fulfillment or has been shipped, cancellation is no longer possible.
If the order has already been dispatched, customers may request a return after delivery in accordance with this policy.
Refund Processing
Once a returned item has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow additional processing time for your bank, credit card provider, or payment processor to complete the transaction.
Shipping fees and handling charges are generally non-refundable unless otherwise required by law or approved by Olivia on Queen.
Chargebacks and Payment Disputes
If you experience any issue with your order, we encourage you to contact our support team before opening a chargeback or payment dispute.
Our goal is always to resolve concerns quickly and fairly.
In the event of a chargeback or dispute, Olivia on Queen may provide relevant documentation to the payment provider, including:
- Order confirmations
- Tracking information
- Delivery records
- Customer communications
- Product photographs
- Return records
Submitting a chargeback without first contacting our support team may delay the resolution process.
Additional Information
- Returns must be shipped to the return address provided by our support team.
- Customers are responsible for return shipping costs unless otherwise required by law.
- Olivia on Queen is not responsible for delays caused by customs procedures, carrier disruptions, weather conditions, or circumstances beyond our control.
- For hygiene and safety reasons, certain items may not be eligible for return once opened or used.
- Items returned in unsanitary, heavily worn, or damaged condition may not qualify for a refund.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact our customer support team.
Olivia on Queen
Email: info@oliviaonqueen.com
We are always happy to assist and will do our best to provide a prompt response.