Returns, refunds and store creditUpdated a month ago
We want you to love your Olivia Jewelry piece. If something is not right, here are your options.
Canceling an order
Cancellation requests must be made within the applicable time window:
- Personalized orders: within 1 hour of placing the order
- Non-personalized orders: within 6 hours of placing the order
Your cancellation is not complete until our team confirms it. After the applicable window has passed, we are unable to cancel the order.
Changing an order
Changes to personalized and non-personalized items must be requested within 1 hour of placing the order.
Shipping address changes may be requested within 12 hours of placing the order. Contact us as soon as possible with your order number and the correct address. We will confirm whether the change can be made.
The easiest option: keep it and get store credit
Prefer to skip the return? Keep your item and we will send you store credit for the full order value. No fee, no return shipping, nothing to post. Just contact us at [email protected] with your order number and we will arrange it.
Returning for a refund
You may request a return or exchange within 30 days of the date you receive your order. To qualify, items must be unused and in their original packaging and condition.
A few things to know:
- Personalized items (custom names, engraving, birthstones, initials) are made just for you and are not eligible for standard returns, unless the item is confirmed defective. If there is a quality issue, you are covered by our 2-Year Quality Guarantee.
- Return shipping is at your cost, unless we confirm the error was on our part.
- A 15% restocking fee applies to non-personalized items returned for a refund to your original payment method. This fee does not apply to items that are faulty, not as described, or sent in error.
How to start a return
Email [email protected] with:
- Your order number
- The item(s) you would like to return
- The reason for the return
- A clear photo (or photos) of the item
We will reply with the next steps. Once your return is received and approved, your refund will be processed to your original payment method within 5 to 7 business days.
Where to send your return
Once your return is accepted, post your item with a note of your order number, using a tracked service, to: 845 Carol Court, Carol Stream, Illinois 60188, USA.
Please wait for your return to be accepted before posting. Return postage is at your cost, and your refund is processed after the piece arrives and passes inspection, minus the 15% restocking fee.
This address applies to non-personalized returns only. Personalized pieces are made just for you and cannot be resold, so they cannot be posted back. If something has gone wrong with a personalized piece beyond the guarantee covers, contact us at [email protected] and a person will look at your case individually.
Received the wrong item, or something arrived damaged?
That is on us. Contact us with your order number and a photo, and we will make it right at no cost to you.