Refund policy
1. Eligibility for Returns & Refunds
At OLIVIA KENSINGTON, we offer returns or refunds under the following conditions:
A. Compliance with Our Return Policy
You may request a return if the item meets our return policy requirements.
All return requests must be initiated within 14 days of receiving your order.
B. Defective, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or not what you ordered, please contact us at:
Include clear photos or a short video showing the issue.
Our priority is customer satisfaction, and we will arrange a suitable replacement where applicable.
Please note that exchanges cannot be processed without visual proof.
C. Undelivered Orders
If your order has not arrived within 30 days from the purchase date, it may be considered lost in transit.
Depending on the situation, we may:
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Send a replacement item
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Offer a partial refund
2. How to Return & Request a Replacement
To start a return, please email:
Explain the reason for your return and we will provide the correct return instructions.
You may return your item within 14 days of delivery, provided that:
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You notify us within 14 days of receiving the package
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The item is unused and unworn
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The item is in its original condition
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The package includes all original contents
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The return reason complies with our policy
Important Information
Return Shipping Costs
Customers are responsible for all return shipping costs.
International Warehouse
As our main warehouse is located internationally (Asia), return shipping costs may be higher than domestic rates.
Return Address Warning
Do not return parcels to the address printed on the shipping label.
This address usually belongs to a carrier facility and not our warehouse.
Returns sent there cannot be processed or refunded.
Always contact us first for the correct return address.
3. Frequently Asked Questions
How do I return an item?
Contact us at info@olivia-kensington.com to receive return instructions.
A tracking number must be provided to confirm shipment.
Do I need to return my entire order?
No. Only return the specific item(s) you wish to return.
Can I exchange an item if the size is incorrect?
Exchanges are only possible if we shipped the wrong size.
Please refer to the size guide on each product page before ordering.
When will I receive my refund?
Once your return is received and inspected:
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Warehouse processing: 5–7 business days
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Refund issuance: within 2 business days
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Bank processing: 3–5 business days
My package was returned to the sender — what should I do?
This may occur if:
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The parcel was not collected within the courier’s timeframe
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The shipping address was incorrect
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Customs duties or import fees were unpaid
Please contact your local courier first.
You may also contact us for assistance.
Do you provide prepaid return labels?
No. Return shipping costs are the customer’s responsibility.
How can I contact customer support?
Email us at:
We aim to respond within 72 hours.
Please include your order number for faster support.
