Refund policy

If you are not satisfied with your purchase from Olivia Gina Embroidery, please email Hello@OliviaGina.Com with your order reference within 14 days of receiving your product so that we can look to resolve the issue for you.

 

Personalised Items: Most of our products at Olivia Gina are personalised and as such, we will not be able to refund these unless they are defective, so please make sure you are happy with your order before purchasing. If you change your mind on a personalised item, please email Hello@OliviaGina.Com within 12 hours of purchase to cancel your order and we will look to refund you. Unfortunately, we cannot guarantee cancellation on any items once 12 hours have passed as production may have commenced.

 

Damaged items: If your item arrives and is damaged or defective, please take photos of the item & contact us straight away. If the product looks to have been damaged whilst shipping, please take photos of the packaging before opening. Products should be returned to us and we will inspect them. Once the return and inspection is complete and we are satisfied, a refund will be issued.

 

Returning Items: When shipping an item back to us, please retain proof of postage and the receipt. Shipping costs for returned items will only be refunded for items that are being returned with a defect. Please ensure that you pay for suitable insurance to cover the cost of the item being returned. Failure to do so will result in the customer being liable for the parcel, should it become lost in transit.