Return & Refund Policy
Order Confirmation & Acceptance of Policy
By placing an order with Maison d'Olivia, you acknowledge that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.
By completing your purchase, you confirm that:
- You have reviewed and accepted our return conditions and timelines.
- You agree to follow the return procedure described below.
- In the event of a payment dispute or chargeback, this policy, together with order records, tracking information, and communication history, may be used as supporting evidence.
Returns
We want you to feel confident when shopping with Maison d'Olivia. If you are not completely satisfied with your purchase, eligible items may be returned within 30 days of delivery.
Return Requirements
To qualify for a return:
- Items must be unworn, unused, and unwashed.
- Products must be returned in their original condition and packaging.
- Only reasonable inspection of the item is permitted.
- Customers are responsible for all return shipping expenses.
Once your return is received and inspected, we will process it within 7 business days. We reserve the right to deny returns if products show signs of wear, misuse, damage, or alterations not caused by Maison d'Olivia.
How to Request a Return
To start a return request, please contact us within 30 days of receiving your order.
Email: info@maisondolivia.com
Please include:
- Your order number
- Full name
- Shipping address
- Reason for the return
- Photos of the item if it is damaged or defective
After reviewing your request, we will provide return instructions.
Please do not return any items without prior authorization. Unauthorized returns may not be accepted.
We strongly recommend using a tracked shipping service and keeping your shipping receipt until your return has been fully processed.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Email: info@maisondolivia.com
Include:
- Your order number
- A brief explanation of the issue
- Clear photos or a short video showing the problem
After verification, we may offer:
- A replacement item
- A refund
- Another suitable resolution depending on the circumstances
In some cases, we may not require the item to be returned.
Replacement orders are generally processed within 7–14 business days after approval.
Lost Packages
If your shipment appears to be lost during transit, please contact our customer support team as soon as possible.
We will work with the shipping carrier to investigate the shipment and determine the appropriate resolution.
If the package is officially confirmed as lost, we may offer either:
- A replacement shipment, or
- A full refund
Refused, Unclaimed, or Incorrect Address Deliveries
If an order is:
- Refused upon delivery,
- Left unclaimed,
- Returned due to an incomplete or incorrect shipping address provided by the customer,
a deduction of up to $35 CAD may be applied to cover shipping, handling, and administrative expenses before any refund is issued.
Order Cancellations
Customers may request cancellation before an order has been processed and shipped.
To request a cancellation, please email:
Once an order has been shipped, it can no longer be cancelled. In this situation, customers may request a return after delivery in accordance with this policy.
Return shipping costs remain the responsibility of the customer.
Chargebacks & Payment Disputes
At Maison d'Olivia, customer satisfaction is extremely important to us. If you experience any issue with your order, we encourage you to contact us before opening a dispute with your payment provider.
Should a chargeback or payment dispute be initiated, we may provide relevant documentation including:
- Order confirmations
- Shipment tracking information
- Customer correspondence
- Product photos and evidence of delivery
Submitting a chargeback without first contacting our support team may significantly delay the resolution process.
Additional Information
- Returns are shipped at the customer's expense.
- Return shipping fees are non-refundable.
- International shipments may be subject to customs procedures outside our control.
- We are not responsible for delays caused by customs authorities or shipping carriers.
- For hygiene and safety reasons, certain products may not be eligible for return if they have been used or returned in unsanitary condition.
Contact Us
If you have any questions regarding this Return & Refund Policy, our team will be happy to assist you.
Maison d'Olivia
Email: info@maisondolivia.com