Return Policy

Order Cancellation

You can cancel an order within 1 hour of placing it.

To do so, please contact our support team via the contact page. Make sure to do this within 1 hour if you wish to change the size or variants before we start processing your order.

Returns

If for any reason you are not satisfied with your order, please get in touch with us. At Olivia’s Gems, we strive to ensure our customers are 100% happy with the products received from our suppliers. If you are unhappy with a product, please contact us and our team will assist you promptly.

How can I return (part of) my order?

If you decide to return your products within the 14-day withdrawal period, we will refund the full order amount within five working days after we receive the items. Please note that return shipping costs are unfortunately your responsibility.

To return a product, please follow these steps:

  1. Send us an email at info@olivias-gems.com stating that you wish to return (part of) your order.

  2. Wait for a response from our customer service confirming whether the return is accepted.

  3. If accepted, please package the product securely and neatly, preferably in the original packaging.

  4. Send the parcel to the return address provided by our customer service.

  5. Send the Track & Trace code to our customer service team.

Once we receive and inspect the parcel, we will refund the amount for the returned products via the original payment method.

Products that cannot be returned:

  • Sealed products where the seal has been broken.

  • Custom-made products or items made to consumer specifications.

  • Personal items.

  • Products that cannot be returned due to their nature.

  • Products in the categories "Beauty," "Child & Baby," and "Sport" cannot be returned due to COVID-19 hygiene measures.

Return address:

We use our supplier’s return address. Please contact us for the return form.

Country: China
Address: Please contact us for details.

Cancellation of your order is not possible

Orders are processed immediately in our system, so cancellations after this period are unfortunately not possible.

Damaged products upon receipt

We’re sorry to hear that! Sometimes products may be damaged during transport. If you receive a damaged or incorrect item, please contact us within 14 days of receipt. After this period, the right to return expires.

For the quickest resolution, please email us with a clear photo showing the damage. The best photos are taken on a flat surface, showing both the label and the defect. This helps us assist you faster and prevent future errors.

If the product is damaged, we will send you a replacement package free of charge. We do not offer refunds in this case. If the replacement product is also damaged, we will refund the full purchase price.

For damaged product enquiries, contact info@olivias-gems.com.

Product defects after use

Unfortunately, manufacturing defects may appear after some time. This must be a genuine fault — a broken part that no longer meets the manufacturer’s standards.

Wear-and-tear parts are excluded from defect guarantees. These include:

  • Drive belts

  • Batteries

  • Brake pads and discs

  • Brake shoes

  • Brake drums

  • Chains

  • Lights

  • Gears

  • Tyres and inner tubes

  • All moving parts in the broadest sense

For questions about this, contact info@olivias-gems.com.

Incorrect products delivered

We do our best to process all orders correctly. However, if you receive the wrong product, we will resolve this by sending you the correct item free of charge.

For queries about incorrect deliveries, please contact info@olivias-gems.com.