Return Policy
Order Confirmation
By placing an order with Olivia Calgary Closet, you confirm that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you acknowledge that:
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You have reviewed the conditions and timeframes for returns and refunds.
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You agree to follow the return procedure outlined below.
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In the event of a payment dispute or chargeback, this policy, together with order records, shipment tracking, and communication history, may be used as supporting documentation.
Returns
We want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return within 30 days of receiving your package, provided that the product meets the conditions listed below.
Return Conditions
To qualify for a return:
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The item must be unused, unworn, and unwashed.
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The product must be returned in its original condition, including any original packaging where applicable.
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The item may only have been inspected as you would in a physical retail store.
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Return shipping costs are the responsibility of the customer unless otherwise required by law.
Once your return has been received and inspected, it will normally be processed within 7 business days.
Olivia Calgary Closet reserves the right to refuse returns if products show signs of misuse, excessive wear, accidental damage, or alterations made after delivery.
How to Request a Return
To begin the return process, please contact us within 30 days of receiving your order.
Email:
Please include the following information:
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Your order number.
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Your full name.
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Your delivery address.
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The reason for your return request.
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Photos of the item if it arrived damaged, defective, or incorrect.
After reviewing your request, our customer support team will provide detailed return instructions.
Please do not return any items without prior authorization. Packages returned without approval may be refused or significantly delay processing.
For your own protection, we recommend using a shipping service that provides tracking information and keeping proof of shipment until your return has been completed.
Damaged, Incorrect, or Defective Products
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
Email:
Please provide:
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Your order number.
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A brief explanation of the issue.
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Clear photographs or a short video showing the problem.
After reviewing the information, we will determine the most appropriate solution.
Depending on the situation, we may:
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Send a replacement item.
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Offer a full or partial refund.
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Request that the product be returned.
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Determine that a return is unnecessary before issuing a replacement or refund.
Where a replacement is approved, it is generally dispatched within 7–14 business days, subject to product availability.
Lost Shipments
If your package appears to be lost during transit, please contact our customer support team as soon as possible.
Include:
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Your order number.
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Any available tracking information.
We will investigate the shipment with the shipping carrier and, where appropriate, arrange a replacement or refund if the package is officially confirmed as lost.
If an order is refused upon delivery, remains unclaimed, or is returned due to an incorrect or incomplete shipping address provided by the customer, any additional shipping, handling, or administrative costs incurred may be deducted from the refund where permitted by applicable law.
Order Cancellations
If you wish to cancel your order, please contact us immediately at:
We will make every effort to cancel your order before it enters the shipping process.
Please note that once an order has been processed or dispatched, cancellation is no longer possible. In that case, you may request a return after delivery in accordance with this policy.
Where applicable, customers may exercise any legal cancellation or withdrawal rights provided under consumer protection legislation.
Refunds
Once your returned item has been received and inspected, you will receive confirmation regarding the outcome of your return request.
If your return is approved, your refund will be issued using the original payment method whenever possible.
Depending on your payment provider, refunds may take several business days before they appear in your account.
Original shipping charges are generally non-refundable unless otherwise required by law or where the return is the result of our error.
Chargebacks and Payment Disputes
We encourage customers to contact Olivia Calgary Closet before initiating a payment dispute or chargeback.
Most issues can be resolved quickly through our customer support team.
If a chargeback is initiated, we may provide the payment provider or financial institution with relevant documentation, including:
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Order confirmation.
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Shipping and delivery information.
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Tracking records.
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Communication history.
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Photos or other evidence relating to the order.
Providing this documentation helps ensure that disputes are reviewed fairly and accurately.
Additional Information
Please note the following:
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Return shipping costs are the responsibility of the customer unless otherwise required by applicable law.
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Returned products must be packaged securely to prevent damage during transit.
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We are not responsible for delays caused by shipping carriers, customs authorities, or circumstances beyond our reasonable control.
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Products returned in an unsanitary, used, altered, or damaged condition may not qualify for a refund.
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Returns that do not comply with this policy may be refused.
Contact Us
If you have any questions regarding this Return & Refund Policy or need assistance with a return, our customer support team is happy to help.
Olivia Calgary Closet
Email: info@oliviacalgarycloset.com