Each piece is made to order by hand and comes with a lifetime maintenance service. Some maintenance services may incur charges; for details, please refer to Jewellery Doctor.
Return and Exchange Policy
Online purchases come with a 7-day inspection period, not a trial period. For returns, please ensure the product and accompanying gifts are in new and complete condition. Please contact us through the official FB page or the messaging system of the website. Submit the return form to our customer team via the aforementioned messaging system or email (service@oliviayao.com). Our standard return form can be found here. Please include this form in your package to ensure efficient processing of your return. Our goal is to process returns within 3 working days of receiving them, but it may take longer during busy periods.
- Return: After completing the application, pack the invoice, product, and gift in the original packaging. The product must be returned within 7 days after delivery to our address: 1F, No. 311, Sec. 1, S. Dun Hua Rd., Taipei City. Whenever possible, the product should be returned in a way that preserves its original condition; include our delivery slip; mark as "Return" (on external packaging); the risk and cost of the return process will be borne by you. Upon confirmation of the correct return, a refund will be processed, excluding interbank transfer fees.
- Exchange: After completing the application, pack the invoice, product, and gift in the original packaging. Each party will bear the shipping cost for a single exchange. After confirming the correct return, an exchange will be processed. If the buyer wishes to exchange for a different style of product, the refund of the price difference does not include interbank transfer fees.
For customized products (including on-demand production, customization, engraving, and/or personalized products, e.g., clip changes, engraving, design modifications, size adjustments, personalization), or special items for events (such as lucky bags, limited-time sales, live broadcast orders), refunds are not provided unless the product is defective.
If the received product is defective: You must notify us by email (service@oliviayao.com), including all details of the order and the defect or reason for return. Once any defect is discovered, the product must be returned as soon as possible. The returned product will be replaced or refunded at our discretion.
If you wish to cancel your order, please notify us as soon as possible. Unfortunately, once an order is dispatched, it cannot be canceled and must be returned through our standard return method.
For other purchase-related inquiries, please message us through the shopping platform's messaging system or contact SERVICE@OLIVIAYAO.COM. We will respond as soon as possible during business hours from 10:30 to 19:00 (closed on national holidays and weekends).
