Refund policy

At Olively, customer satisfaction is our top priority. If you’re not entirely satisfied with your purchase, we’re here to help. Please read our policy below to understand how returns and refunds are handled.

1. Returns

Eligibility

Due to hygiene and safety regulations, we only accept returns on unopened, unused, and sealed products within 7 days of receiving your order.

Items must be in their original packaging.
Proof of purchase (order confirmation or receipt) is required.

How to Initiate a Return

To start a return, please contact our customer support team at hello@olively.store with:

Your order number
A brief description of the issue
Photos of the product (if applicable)

Once your return is approved, we will provide instructions on how to send your item back to us.

2. Refunds

Refund Process

After receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 7-10 business days to your original payment method.
Shipping fees are non-refundable.

Late or Missing Refunds

If you haven’t received your refund within the stated timeframe, please:

Check your bank account again.
Contact your credit card company (it may take some time before your refund is officially posted).
If you still have not received your refund, contact us at [your support email].

3. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us at hello@olively.store

4. Exceptions and Non-Returnable Items

Opened or used cosmetics cannot be returned for hygiene reasons.
Sale items and gift cards are non-refundable.
If the item is not in its original condition or is damaged for reasons not due to our error, we reserve the right to decline your refund.

5. Return Shipping

Customers are responsible for covering the cost of return shipping. We recommend using a trackable shipping service to ensure your return is safely received.

6. EU Consumer Rights

In accordance with EU consumer protection laws, you have the right to withdraw from your purchase within 14 days without providing any reason. However, this does not apply to opened or used cosmetic products for hygiene reasons.