Shipping

Cancellation of the order

If you changed your mind about your order you have up until 1 hour after the order confirmation to cancel it writing to our hello@oliviamoorelondon.com.


Shipping to the United Kingdom

UK Standard Delivery (3-5 Days): Free
UK Next Day Delivery: £10.00 (UK orders before 12pm Mon-Thurs)


Shipping Outside the UK

Europe Standard Delivery (5-7 Days): £11.00
USA Standard Delivery (5-7 Days): £12.00

Stock permitting, all orders placed with Olivia Moore are usually dispatched to all customers within 5 working days.



Returns

We do not offer free returns.

Made to order returns:

If you have asked for an order to be specially made you will receive a 50% reduction in your refund to cover production costs. 

Returns:

How to return your item.

  1. Please contact Olivia Moore London by email hello@oliviamoorelondon.com with a return request.  You will be issued a return number.
  2. Fill out the returns table (Sent with your item) and include inside the returns parcel.
  3. Write your returns number clearly visible on your returns form. Stick our shipping address onto your package: 6 Oakington Avenue, Amersham, Bucks, HP6 6SY
  4. Drop off your parcel at your local Royal Mail Post Office. Please include your receipt and returns form in the package with your item.
  5. Exchanges will be shipped and refunds processed only after the original item has been received back to Olivia Moore HQ.

You have the legal right to return your order within 14 days of receipt of the goods. In this case, any sum debited from your credit or debit card will be re-credited to your account as soon as possible and in any event within 14 days after receiving your return. If you want to return your order, you will need to follow the procedure set out below within the 14 days of receipt of the goods.

Olivia Moore will offer you a refund provided that the products are returned complete, in perfect condition, unused, fully labelled and with the original packaging. Olivia Moore will not accept returns for

any non-faulty items that have been worn and tags removed.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags until you are completely satisfied that the items will not be subject to return within 14 days. We also request that items are returned with their original packaging.

Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Except where items are faulty and a replacement is not available, refunds for items may be given and only at the discretion of Olivia Moore. We do not offer free returns.


International Returns

For all International returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.


Returns after 14 days

Returns received outside the above time frames will not be accepted.


Procedure for returning goods

All items intended for return or exchange must have a Returns Number (RN). RN numbers must be obtained within 14 working days of receipt of delivery by emailing hello@oliviamoorelondon.com with your order number and whether you would like an exchange or refund. Olivia Moore will them email you a RN number. Once you have received this, please take care to follow the instructions emailed to you. You cannot return goods without this number.

Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EC). It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive with Olivia Moore within the above stated timeframe. Please note that Olivia Moore does not accept liability for returned goods.

When returning items you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance. We will only refund or provide an exchange for the costs of postage / transport where the item returned is faulty.

When returning an order or partial order the RN number must be stated clearly on the parcel and a copy of your original sales receipt must be enclosed.

Exchanges

We can only exchange an item for the same item in a different size, subject to availability within 14 days of receipt of your order. If you wish to exchange something, please follow the returns procedure and state in your email that you wish to exchange the item.

Exchanged items will only be dispatched after the returned goods have been received and undergone a quality control check. In this case, any sum debited from your credit or debit card from the sale of the returned goods will be re-credited to your account as soon as possible and in any event within 14 days of your order.

To make an exchange you will be required to arrange and pay for the return of the products to us. All items for exchange must have a Returns Number (RN). RN numbers must be obtained within 14 working days of receipt of delivery by emailing hello@oliviamoorelondon.com. The Olivia Moore team will then reply with a RN number. Once you have received your RN number please take care to follow the instructions emailed to you. You cannot return goods without this number.

Exchanges must be made within 14 days of receipt of your order. Exchanges outside of this period will not be accepted. When returning an order or partial order the RN number must be stated clearly on the parcel and a copy of your original sales receipt must be enclosed.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. We request that you do not remove tags until you are completely satisfied that the items will not be subject to return within 14 days. We also request that items are returned with their original packaging including.

Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Faulty Items

Faulty items will only be accepted if the goods we have delivered to you were damaged on arrival. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty.

All items intended for return must have a Return Number (RN). RN numbers must be obtained within 5 working days of receipt of delivery by emailing hello@oliviamoorelondon.com. The Olivia Moore team will then reply with a RN number. Once you have received this, please take care to follow the instructions emailed to you. You cannot return goods without this number and we reserve the right to refuse/ return unidentified returns to the sender.

We will replace a faulty item if a replacement is in stock and available. We can only replace faulty items for the same item in the same size. If you wish to be sent a replacement, please make your request clear when emailing to request your RN Number.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs occurred. Please note that refunds onto credit cards can take up to 30 days and are subject to your bank’s refund regulations.

Please send all returns to: 

Returns, Olivia Moore
6 Oakington Avenue
Amersham
Bucks
HP6 6SY

Queries: hello@oliviamoorelondon.com