Return & Refund Policy
Key information:
- 14 day return period
- 7 days to process refunds
- No restocking fee
Returns are possible within 14 days. The following information is required to process your exchange/refund request:
- Products must be in original condition with original labels and tags.
- The packaging must not be damaged and must be in its original condition.
- Contact our customer service: Send an email to info@johnolivia.com to start your return. You will receive further instructions.
- The goods to be returned must not show any signs of use.
- Order number
- Photo or video material clearly showing the problem (for products that are damaged, not as described or incorrectly delivered)
If the problem proves to be justified, we will bear all costs to deliver a replacement as soon as possible.
If the returned goods do not meet these conditions, we will unfortunately not be able to process your return. We reserve the right to refuse returned goods if we suspect that they have been used or damaged through no fault of our own.
Always make sure that your package is provided with a track & trace code. Without proof of shipment with a track & trace code, lost returns will not be refunded. It is at your own risk if you send your return by post without a track & trace code.
As a customer, you are responsible for the costs of the return shipment, including any customs duties: The return costs will not be refunded. If the package has the status “lost in transit”, we are not responsible for the return shipment.
Wrong article or wrong size?
If you receive the wrong item or size, we will send you the correct item for free!
Unfortunately, products that meet one or more of the following conditions cannot be returned:
a. For sealed products. If the seal is broken, these products cannot be returned.
b. Which have been manufactured by the retailer according to the consumer's specifications (made to measure).
c. Which are clearly personal in nature.
d. Which cannot be returned due to their nature
e. Products such as underwear, lingerie, stockings and care products are not covered by the right of return. The reason for this is hygiene. Therefore, these products cannot be returned and will not be processed.
f. Products must be returned within 14 days of receipt.
Cancellation of orders
You have 10 minutes after placing your order to request a cancellation. After this 10-minute window, once the order has entered our processing system, it is unfortunately no longer possible to cancel.
If you wish to cancel your order within these 10 minutes, please contact us immediately at info@johnolivia.com after you have placed your order.
Returns are always at the risk of the sender and the return costs will not be refunded.
Uncollected order / Wrong address / Rejected, refused parcels
If an order is not collected on time, if the address is incorrect or if the order is rejected on arrival and resent to us, it may be canceled. However, the buyer will be responsible for ALL additional charges, including reshipment and packaging, totaling €15. The cost of these additional charges will be deducted from the customer's payment. The balance will be refunded within 7 working days.
Payment fees
In case of returns, the customer is responsible for paying any shipping costs to our warehouse in China.
The Distance Contract Act does not give the customer the right to request a refund of costs for transportation & transaction costs or other services performed.
Origin of the product
(Products available for purchase on https://www.johnolivia.com/ are sourced from various suppliers globally, including but not limited to Hong Kong (China/Asia). In such cases, tracking numbers are consistently provided to customers, regardless of the origin of the item. Notably, the warehouses containing these items often have addresses that differ from those presented on https://www.johnolivia.com/)