Return & Exchange Policy

# OLLL Return & Exchange Policy

At OLLL, we want you to love your jewelry. If you are not completely satisfied with your purchase, you may request a return or exchange within 30 days after receiving your order.

Please contact us at support@olllshop.com before sending any item back. Returns sent without prior authorization will not be accepted.

## Return & Exchange Conditions

To be eligible for a return or exchange:

- The request must be made within 30 days of delivery.
- Items must be unworn, unused, undamaged, and in their original condition.
- Items must include all original packaging, tags, accessories, and proof of purchase.
- Items must not be resized, engraved, altered, or modified in any way.
- Any promotional gifts included with the order must also be returned. If not returned, the retail value of the gift may be deducted from your refund.
- Customers must use a shipping method with tracking. Returns without tracking may not be processed.

Please do not send your return to the address shown on your package. That may not be our return address and may delay or prevent your return from being processed. Once your return request is approved, we will provide the correct return instructions and return address.

## Non-Returnable Items

The following items are not eligible for return or refund:

- Personalized or custom-made items, including photo pendants, engraved jewelry, name jewelry, and special-order products.
- Items that have been worn, damaged, scratched, resized, altered, or modified.
- Items without original jewelry tags or packaging.
- Items sent as replacements or exchanges.
- Gift cards.
- Final sale or clearance items, if marked as final sale.

Personalized or custom items may only be eligible for replacement or refund if the engraving, photo, design, or item received is significantly different from the information you provided, or if the item arrives defective or damaged.

## Damaged, Defective, or Wrong Items

Please inspect your order immediately upon delivery. If your item is defective, damaged, incorrect, or has an engraving/photo error, contact us at support@olllshop.com within 48 hours of delivery.

Please include:

- Your order number
- A clear description of the issue
- Photos or videos showing the problem
- Photos of the packaging, if the item arrived damaged

We will review the issue and offer a suitable solution, such as a replacement, exchange, refund, or store credit where applicable.

## Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error, such as:

- You received the wrong item.
- The item arrived damaged or defective.
- The engraving, photo, or customization is clearly incorrect due to our mistake.

In these cases, OLLLSHOP may provide return instructions or compensate up to $10 for return shipping in the form of an exclusive coupon code after the issue is approved.

Original shipping fees, shipping protection, and expedited shipping fees are non-refundable. If your order qualified for free shipping, the actual original shipping cost may be deducted from your refund unless the return is due to our error.

## Exchanges

If you would like to exchange an eligible item, please contact us first at support@olllshop.com.

The fastest way to receive a new item is to return the original item after approval and place a new order once the return is accepted.

## Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Refunds are usually processed within 5 business days after we receive your returned package. Please note that your bank or credit card provider may need additional time to post the refund to your account.

Refunds cannot be issued to a different card, account, or payment method.

If more than 15 business days have passed since your refund was approved, please contact us at support@olllshop.com.

## Order Cancellation Policy

Please review all personalization, engraving, photo, size, color, and product details carefully before placing your order.

Personalized, engraved, custom-made, or special-order items may enter production shortly after the order is placed. Once production has started, cancellation may not be possible without a processing fee.

Cancellation fees:

- Cancellation within 8 hours after placing the order: No fee
- Cancellation between 8 and 24 hours after placing the order: 10% of the order value
- Cancellation more than 24 hours after placing the order: 30% of the order value

To request a cancellation, please contact us as soon as possible at support@olllshop.com with your order number.

## European Union Customers

For orders shipped to countries within the European Union, customers have the legal right to cancel or return eligible non-customized products within 14 days of delivery, in accordance with applicable consumer protection laws.

This right does not apply to personalized or custom-made products as permitted by applicable regulations.

Need Help?

If you have any questions about returns, refunds, exchanges, or cancellations, please contact us anytime:

Email: support@olllshop.com