Refund policy

Every order is carefully prepared to ensure it arrives beautifully, safely, and just as it should.

You may return eligible items within 30 days of receipt, provided they are unopened, unused, in their original packaging and, where applicable, with any tamper seal fully intact.

Please note, we cannot accept returns of opened, used or unsealed products, including tamper-sealed items such as fragrance oils, once the seal has been broken. Once opened, we are no longer able to verify the integrity, safety or condition of the contents for reasons of health protection, hygiene and product integrity.

Under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery.

Any return that does not meet the above conditions will be refused and returned to you.

If you wish to return an eligible item, please contact us first at hello@ollieandsebastian.com, quoting your order number, full name, address and email address.

Once we receive your returned items, we will refund the full order value, excluding any standard delivery charges originally paid for the order. The direct cost of returning the goods remains the responsibility of the customer. Any refund will be issued within 14 days using the same payment method used for the original purchase.

If you receive an incorrect item, or an item that is damaged or faulty, please contact us as soon as possible. In such circumstances, we will provide an appropriate remedy in line with your statutory rights, which may include a refund or replacement, together with any applicable delivery costs.

When returning an item, we strongly recommend that you obtain proof of posting. Please note that proof of posting is not the same as proof of delivery.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

EU Return Policy 

In accordance with EU consumer law, you have the right to withdraw from your order within 14 days of receipt without giving any reason. At Ollie & Sebastian, we extend this period to 30 days as standard.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires. You can do this by logging into your account and submitting a return request, or by contacting us directly at hello@ollieandsebastian.com.

Returned items must be sent back to us without undue delay and no later than 14 days after notifying us of your decision to withdraw from the contract.

You are responsible for the direct cost of returning the goods unless otherwise agreed by us in writing.

Once we receive your returned items, we will refund the full order value, including any standard delivery charges originally paid for the order. The direct cost of returning the goods remains the responsibility of the customer. Refunds will be issued within 14 days using the same payment method used for the original purchase.

We recommend using a tracked and insured postal service, as returned goods remain your responsibility until they are received by us.

Please note, we cannot accept returns of opened, used or unsealed products, including tamper-sealed items such as fragrance oils, once the seal has been broken. Once opened, we are no longer able to verify the integrity, safety or condition of the contents for reasons of health protection, hygiene and product integrity. This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.