Refund policy

Last updated: June 30, 2026

At Oliver Mae, we want you to feel confident with every order. If you are not fully satisfied with your purchase, you can request a return under the conditions outlined below.

This policy explains our 30-day return period, refund process, return shipping rules, and your statutory cancellation rights under applicable UK consumer regulations.

Return Summary

Return Period 30 days from the date of delivery
Return Method By mail only
Return Shipping – Change of Mind Paid by the customer
Return Shipping – Faulty or Incorrect Item Paid by Oliver Mae
Restocking Fees £0.00 — no restocking fees
Refund Processing Within 7 business days after inspection and approval
Item Condition Items must be unused, unwashed, and returned with original tags and packaging

1. Your Right to Cancel

Under the UK Consumer Contracts Regulations, customers are entitled to a statutory 14-day cancellation period after receiving their order.

To give our customers extra confidence, Oliver Mae offers an extended 30-day return window from the date of delivery.

2. Return Eligibility & Condition

To qualify for a return, the following conditions apply:

  • The return request must be made within 30 days of the delivery date.
  • Items must be unused, unwashed, and in their original condition.
  • All original packaging, labels, and tags must be intact.
  • Items must not show signs of wear, damage, stains, perfume, washing, or alteration.

Non-returnable items: For hygiene and safety reasons, certain items such as earrings, undergarments, and similar personal items cannot be returned if applicable. Gift cards are also non-returnable.

3. How to Start a Return

To start a return, please contact our customer service team at info@oliver-mae.com.

Please include the following information in your email:

  • Your order number
  • The reason for the return
  • Photos of the item if it arrived damaged, defective, or incorrect

Once your request has been reviewed and approved, we will provide you with the correct return instructions.

Please do not send items back without contacting us first. Returns sent without prior authorisation may be delayed or may not be accepted.

4. Return Shipping Costs

Change of mind: If you return an item because you changed your mind, ordered the wrong size, selected the wrong colour, or prefer another style, the return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping method, as Oliver Mae cannot be held responsible for returns lost during transit.

Faulty, damaged, or incorrect items: If your order arrives damaged, defective, or incorrect, Oliver Mae will cover the return shipping costs. Please contact us as soon as possible with clear photos of the issue.

5. Refunds & Processing Time

Once your returned item has been received, it will be inspected within 3 business days.

If the return is approved, your refund will be processed to your original payment method within 7 business days.

Please note that your bank, credit card provider, or payment provider may require an additional 3–5 business days to make the funds visible in your account.

6. Exchanges

We do not process direct exchanges automatically. If you would like a different size, colour, or style, please follow the standard return process for your original item.

Once your return has been received and approved, you can place a new order for the desired replacement item.

7. Deductions & Partial Refunds

If an item is returned in a condition that shows use beyond what is necessary to inspect it, we may make a reasonable deduction from the refund.

This may apply if the item is returned with missing tags, damaged packaging, signs of wear, stains, odours, or other damage.

8. Order Cancellations

If you wish to cancel your order, please contact us at info@oliver-mae.com within 12 hours of placing your order.

If your order has already been processed or dispatched, you will need to follow the return process described above.

9. Return Address

Return Address:
Oliver Mae
Nobelweg 31
1097 AR Amsterdam
Netherlands

Important: Always contact us by email before sending a return. We will confirm the correct return instructions for your order.

10. Contact Information

If you have any questions about returns, refunds, exchanges, or cancellations, please contact us:

Customer Service Opening Hours

  • Monday – Friday: 09:00 – 18:00
  • Saturday: 10:00 – 16:00
  • Sunday and public holidays: Closed