Kilaniie bold gold hoop

We take pride in the quality of our goods and services and of course want our customers to be satisfied with their items. Before every package leaves our facility, it is carefully checked by our quality control team. If you receive an item that has any damage, you must notify our Customer Service team immediately via complaints@olarsgrace.com, so that we can rectify the situation as quickly as possible.

Please note that all our policies, terms and conditions should be carefully read before placing your order to ensure compliance and help us serve you better.

ORDER/SIZING EXCHANGE

We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. All returns and exchange are acceptable only via our trusted partners DHL & FedEx  within 7 calendar days from the date of delivery.

We encourage all customers to be very sure of their sizing before placing an order. 

ELIGIBILITY 

To be eligible, Items returned must be unused, maintaining attached tags and original packaging. Original packaging must not be damaged or defective.

Olarsgrace will not accept any items returned with obvious signs of wear or wash and cannot accommodate damages after wear or improper care.

RETURNS

• We only accept returns shipped via DHL, UPS and/or FedEx. You can return your packages via any of the aforementioned.
• Fees for returning a package is the sole responsibility of the client.
• You have the option to request a return label from us, please note that this is chargeable according to the weight of your package. Contact complaints department  for this option (Terms and conditions apply). 

Exchange requests can be made under the following conditions;

• An obviously defected item.
• Wrong sizing. 
• A mix up in your order.
• A sold-out item.

Exchanges will not be granted unless ALL of the following conditions are met:

• The hang tag and labels are intact as received.
• No rips, cuts, or tears in the fabric
• No stains on the garment

SALE ITEMS

• Items on SALE cannot be exchanged or refunded. All sale/discounted items are final.
• Gift or promotional items during sales are at the sole discretion of the brand.

EXCHANGES (IF ELIGIBLE)

• Items on SALE cannot be exchanged or refunded. All sale/discounted items are final.
• For wrong sizing, items can only be exchanged for a store credit only. You can re-order same item or any other item of your choice using the store credit. Kindly refer to Refunds Policy for more information.
• Refunds are only made in the case of a sold-out item in which items haven’t been processed or shipped. Refund processing, in this case, takes 7 business days.

• Only regular priced items may be exchanged, unfortunately sale items or promotional items (when a discount code is applied) cannot be exchanged or refunded.

• Once your returned item is received and inspected by the relevant department, you will be notified electronically of the status of your exchange request. Usually this takes between 2-5 business days from the day of returning the items back to us.

• If the returned item passes necessary checks, a store credit will be granted to process an exchange.
• Shipping Charges: Unfortunately, we cannot refund shipping charges. 

DOMESTIC

Returns or exchanges must be postmarked within 5-7 calendar days from the date of delivery only via our logistics partner DHL.

INTERNATIONAL

Returns or exchanges must be postmarked within 7 calendar days from the date of delivery only via our logistics partners DHL and/or FedEx.

OPENING PACKAGES

Please open your packages with care, and do NOT cut open your package with scissors. We will not accept the return of an item that was damaged when opening the package.

 STARTING THE RETURN PROCESS

Please note that Customers will be responsible for return shipments & costs on all Returns. This amount can either be paid upfront or have the option of having the value/cost of return label deducted from the value of store credit for item purchased. To make sure we can process your return as quickly as possible, please follow the steps when returning your package.

1.  Start a Return

Email: complaints@olarsgrace.com using your order number as subject. Ensure you use same email used in placing your order for a seamless resolution.

2. Get Your Return Ready

Place new and unused items in the original package. Please do not BOX and do not combine multiple orders into one package and in contrast, do not separate a return for one order into multiple boxes. This can cause serious delays and may incur extra charges in duties.

Our return window is 7 calendar days from delivery. i.e. you must initiate a return process within 7 calendar days from delivery of your package. If you've received delivery notification and you are unavailable to receive your items before the return window elapses, its important you write to orders@olarsgrace.com before the return window expires stating unavailability. You can request for additional days not less than 1 additional day and not exceeding 7 additional days (Terms and Conditions apply).

To be eligible for a return, you must meet the Eligibility requirements stated above in the Eligibility section.

EXCEPTIONS/ NON-RETURNABLE ITEMS

Certain types of items cannot be returned. Items such as accessories, hats, body suits, custom products (such as special orders or personalized items), and personal care goods (such as beauty products e.g., perfumes). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

If you require further assistance, please contact customer support. You can live chat, or email us at hello@olarsgrace.com

Still, have questions? Please check out our FAQ's section or email us at complaints@olarsgrace.com
This is important so we can track all complaints and resolve accordingly.