Return Policy

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:

  • If the return is due to personal reasons (e.g., you changed your mind or ordered the wrong size or color), you are responsible for the return shipping costs. The exact fee depends on the courier service you choose.

  • If the return is due to an error on our part (e.g., damaged or incorrect products), we will cover the return shipping costs.

To return a product, please follow these steps:

  1. Send us an email at info@olivia-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.

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

Damaged products upon receipt

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

Please send a clear photo showing the damage — ideally on a flat surface with the label visible. This helps us resolve the issue 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.

Contact: info@olivia-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@olivia-gems.com.

Incorrect products delivered

If you receive the wrong product, we will send you the correct item free of charge.
For queries about incorrect deliveries, please contact info@olivia-gems.com.