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Olivia&Co. offers as much assistance to customers as possible. If on the rarest of occasions your item is faulty on arrival, please send your order number and a photo of the damage to firstname.lastname@example.org. Once you email us, we will review the issue, the product photos and our pre-dispatch quality control photos. If the item was damaged before it was shipped, we will replace, repair or refund the item at no cost to you. If the item was damaged during shipping and you selected our Shipping Protection option at check out, we will replace or refund the item at no cost to you. If the item was damaged during shipping and you did not select our Shipping Protection option at check out, we cannot unfortunately replace, repair or refund the item, however, please contact us as we may have some other ideas to assist you.
Generally, if an item is faulty, the fault will be evident in the first 2 months of use. After this time, products usually only display issues due to excessive usage due to wear and tear. If a product does display such an issue, please send your order number and a photo of the issue to email@example.com.
We do not refund or exchange products for reasons such as change of mind, customer error or signs on product of regular wear and tear.
Monogramming is an art form and this means every personalised item is unique for each customer. So if the monogram is off centre by a small amount or a slightly different size or font to that shown on our website, we cannot offer a refund or exchange.
If we advise you that you are receiving a refund, you will have your relevant full purchase amount refunded through the payment method you originally used to make the purchase. Please note that refunds can take 7-10 business days to appear in your account, so please be patient and bear with the processing times! When receiving a replacement, we will endeavor to get it out to you within 2-5 business days of being notified because we don’t want to keep you waiting.
We have done our very best to make sure the colours of the products appear as accurate online as they are in real life. However, given that computers, tablets and mobile devices vary across the board, Olivia&Co. cannot guarantee that the colour you see on your device is 100% accurate (although we do try our best).
Customer satisfaction is our number one priority and we want all customers to love their product as much as we loved making it, so if there is anything we can do to improve your shopping experience, holla at us at firstname.lastname@example.org
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.