Return Policy
Not satisfied with your order?
We’re sorry to hear that and would appreciate the opportunity to resolve the matter for you. Please read the policy below carefully for full details regarding returns, conditions, and refunds.
1) Returns (30 Days)
You may return your order within 30 days of receipt.
If you are a UK consumer, you also have a statutory right to cancel within 14 days of receiving your order, without giving any reason. This legal right exists alongside our 30-day return policy.
Return Conditions
To be eligible for a return:
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Items must be unused and in their original condition
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Items must be returned in original packaging
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All labels, tags, accessories, and components must be included
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Items must show no visible signs of wear or use
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Hygiene-related products must be clean and unused
Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect due to our error.
All returns must be sent using a trackable shipping method (Track & Trace).
2) Defects, Damage, or Incorrect Item
If your order arrives with an issue caused by us (e.g., wrong item sent, incorrect size, damaged item, or manufacturing defect), we will provide an appropriate solution in accordance with UK consumer law. This may include a replacement, repair, price reduction, or refund depending on the situation.
To help us resolve your issue efficiently, please report any defect or damage within 24 hours of delivery, including clear photo(s) (and video if necessary).
3) How to Initiate a Return
To start a return, please email:
Include:
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Order number
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Full name
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Delivery address
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Reason for return
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Photo(s) if applicable
Once you have shipped your return, please provide your tracking number.
4) Return Address (Important – International Returns)
Returns are handled through our designated international return centre.
Return Address
Name: Wu Xi
Building 4, 4th Floor, 58 Baiye Road
Dongguan, Guangdong
523000
China
Phone: +86 19329021556
Please note:
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Return postage to the international return address is the customer’s responsibility (unless faulty).
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International returns may involve higher postage costs.
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We strongly recommend using a fully trackable shipping method.
5) Important Return Conditions
To ensure proper processing:
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A valid tracking number is required.
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Refunds or replacements will only be processed once the return tracking confirms delivery to the return centre.
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Please declare a reasonable/low product value on customs forms to prevent excessive import duties.
If customs charges are incurred due to incorrect declaration and the parcel cannot be collected, we may be unable to process the refund.
Unless the item is faulty or incorrect, we refund the product cost only. Original shipping charges are non-refundable.
6) Refunds & Processing Time
Once your returned item has been received and approved:
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Returns are reviewed within 7 working days
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Approved refunds are processed within 5 working days
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In some cases, refunds may take up to 14 days depending on your payment provider
Refunds are issued to the original payment method.
Please allow additional time for your bank or card provider to complete the transaction.
Original delivery charges and return postage are non-refundable unless the item was faulty or incorrectly supplied.
7) Cancellation Policy
Due to our automated fulfilment system, orders are processed immediately after being placed.
Cancellations are only possible within 1 hour of placing your order.
After this period, cancellation is no longer possible. If you still wish to cancel, you may return the item after delivery following the standard return process.
To request cancellation within the 1-hour window, contact:
8) Uncollected Parcels
If a parcel is not collected from the designated pick-up point and is returned to our international fulfilment partner, a £10 handling and return shipping fee may be deducted from your refund.
Contact Information
Email: info@oliviapeterlondon.com
Customer Service Hours (UK Time):
Monday – Friday: 9:00 am – 6:00 pm
Saturday & Sunday: Closed