▎Return
Customers enjoy a 7-day inspection period for online purchases, which is not a trial period. For returns, please ensure that the product and any accompanying gifts are in perfect and complete condition. Please contact us via our official FB page or the messaging system on our shopping platform. Prior to returning the item, please 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 business days of receiving them, but it may take longer during busy periods.
After completing the application, please pack the invoice, product, and gifts in its original packaging. Merchandise must be accompanied by all original packaging for a refund. Including jewellery boxes and pouches. The products must be returned to our address within 7 days of delivery: [OYJ Repair Department] 1F-1, No. 311, Section 1, Dunhua South Road, Taipei City. The product should be returned in their original condition; including our delivery note; please mark "Return" on the outer packaging. You will be responsible for the risks and costs of the return process. Upon receiving and confirming the item is in good condition, we will proceed with a refund. Please note that the refund does not include interbank transfer fees.
▎Exchange
After completing the application, please pack the invoice, product, and gift in its original packaging. Both the buyer and the seller will bear the shipping cost once. Upon receiving and confirming the item is in good condition, we will proceed with the exchange. If the buyer wishes to exchange for a different product, the price difference refund does not include interbank transfer fees.
For customized products (including made-to-order, and/or personalized items such as changing clips, engraving, design modifications, resizing, personalized adjustments, etc.) or special items from events (such as lucky bags, limited edition sales, orders placed during live streams), are not eligible for return or exchange unless the product is defective.
If the received a defective item: You must notify us via email (
service@oliviayao.com), including all details of the order and the defect or reason for return. Once any defect is discovered, the item must be returned promptly. Returned items will be replaced or refunded at our discretion.
If you wish to cancel an order, please notify us as soon as possible. Unfortunately, once an order has been dispatched, it cannot be canceled and must be returned using our standard return method.
For other purchase-related inquiries, please contact us via the messaging system of the shopping platform or at SERVICE@OLIVIAYAO.COM. We will respond to your inquiry as soon as possible during our working hours from 10:30 to 19:00 (excluding national holidays and weekends).
