FAQ

Orders & Processing

How long does it take to process my order?

All orders are processed within 1–3 business days.
This includes order verification, careful packaging and a final quality inspection.

Can I cancel my order after placing it?

We begin processing orders quickly to ensure fast delivery.
If you wish to cancel, please contact us immediately at:

info@olivia-kensington.com

Once an order has entered the fulfillment stage, cancellation may no longer be possible.

Shipping & Delivery

Do you offer free shipping?

Yes — we offer free shipping on all orders with no minimum purchase required.

How long does delivery take?

After processing, delivery typically takes 6–14 business days.

Delivery times may vary depending on your location, courier schedules and seasonal demand.

What if my order has not arrived?

If your order has not arrived within 30 days of purchase, it may be considered lost in transit.

In this case, we may:

Send a replacement
Offer a partial refund

Please contact our support team for assistance.

Returns & Refunds

What is your return policy?

You may request a return within 14 days of receiving your order, provided that:

The item is unused and unworn
The item is in original condition
All original packaging is included

Who pays for return shipping?

Return shipping costs are the responsibility of the customer.

Because our warehouse is located internationally, return costs may be higher than domestic rates.

Where should I send my return?

Do not return items to the address on the shipping label.

This is often a courier facility and not our warehouse.

Always contact us first to receive the correct return instructions.

Damaged or Incorrect Items

What should I do if I receive a defective or wrong item?

Please email info@olivia-kensington.com with clear photos or a short video showing the issue.

We will review the situation and arrange a suitable replacement.

Refund Process

When will I receive my refund?

After we receive and inspect your return:

Warehouse processing: 5–7 business days
Refund issued: within 2 business days
Bank processing: 3–5 business days

Exchanges

Can I exchange an item for a different size?

We only offer exchanges if we shipped the incorrect size.

To avoid sizing issues, please consult the size guide on each product page.

Returned to Sender

Why was my package returned to the sender?

This may happen if:

The package was not collected from the courier in time
The shipping address was incorrect
Customs duties or import fees were unpaid

Please contact your local courier first.
You may also contact us for assistance.

Support

How can I contact customer service?

You can reach our support team at: