Exchange & Return Policy

Let's work together for a more sustainable environment! Please contact us before sending a return so we can find a suitable solution together.

Return Conditions

When sending a return, you automatically agree to the return conditions of www.oliviadiva.nl.

• Return period: Goods must be returned within 14 days of receipt.
• Responsibility of the sender: You, as the sender, are responsible for ensuring a correct return shipment. In 5 to 10% of cases, issues such as loss or tax obligations may occur, preventing us from processing a refund. Please consider this before returning an item.
• Trackable shipping receipt: The shipping receipt with a track & trace number must be sent to info@oliviadiva.nl. We can only process a refund once the tracking number confirms the package has been delivered.
• Return notification: Returns must be submitted in writing via info@oliviadiva.nl.
• Condition of goods: Items must be unused, undamaged, and in their original packaging. If any damage is present, report it immediately with photos.
• Resellable condition: Products must be in a condition that allows them to be resold.

Exceptions: Products That Cannot Be Returned

For health, hygiene, and legal reasons, the following products cannot be returned:

• Opened or used beauty and health products, including:
  • Makeup, skincare products, creams, lotions, and serums.
  • Face masks, lip balms, deodorants, and perfumes.
  • Medicinal and health products such as supplements, vitamins, and other personalized items.
• Hair and personal care products that have been removed from their packaging, such as brushes, combs, razors, and electric grooming devices.
• Underwear, swimwear, and other hygiene-sensitive clothing if the seal has been broken.
• Custom-made goods and special orders.
• Items returned more than 14 days after receipt.
• Digital downloads or software with a broken seal.
• Personalized or custom-made products.

Packaging Differences

The packaging of a product may differ from the image shown on our website or from previous orders. This is due to supplier changes or production updates. However, the product itself remains identical in functionality and composition. Therefore, returns based on different packaging are not accepted.

Return Procedure in 8 Steps

Step 1: Carefully read the return conditions before proceeding.

Step 2: Contact our customer service via info@oliviadiva.nl to initiate a return. Include:

• Your contact details and order number.
• Clear photos or videos of any defects or damages.

Step 3: Pack your item carefully, securely, and neatly.

Step 4: Create a trackable shipping label at your local post office or online. Return costs range between €11 and €50, depending on the size, weight, and shipping provider.

Step 5: Attach the shipping label securely to the package and send the items along with the completed return form to the return address.

Step 6: Send the shipping receipt with the track & trace number as a reply to the email in which you initiated the return request.

Step 7: Wait for delivery confirmation. Once we receive the return and tracking confirms delivery, we will process a refund within 14 business days using the same payment method you used for the purchase.

Important Notes

• You are responsible as the sender. We want to prevent misunderstandings.
• In 5 to 10% of cases, tax obligations, loss, or other obstacles may prevent returns from arriving. If this occurs, a refund from our side is unfortunately not possible.
• Insurance: If your shipment is insured, you may be able to claim a refund for the purchase price and/or shipping costs through the shipping provider.
• Incorrect address or failure to follow return instructions: We are not responsible for incorrect addresses or issues during the shipping process. If the package is not returned according to the correct procedure, we cannot issue a refund.

Can I refuse the package at the door or return it with the delivery person?

No. Please follow the return procedure outlined above. If the return is not completed according to these steps, we cannot process a refund, including for Klarna payments.

Return Address

Company Name: Liu Changxing
Postal Code: 310000
Street Address: No. 409, Suxi Avenue (Shaopufan)
(No. 2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express)
City: Yiwu
Province: Zhejiang
State: Zhejiang
Country: China

Costs & Responsibility

• Return shipping costs are always at the buyer’s expense and will not be reimbursed.
• You are responsible as the sender. We are not liable for loss, incorrect addresses, or issues during transit.
• We reserve the right to deny refunds in cases of lost packages, tax obligations, or damage during return shipping.
• Ensure that items are in good condition and meet all return conditions before sending them back.

Refund & Processing

• Refunds are processed within 14 business days after receipt of the return at the specified address.
• The shipping receipt with the track & trace number must be emailed to info@oliviadiva.nl.

Contact Us

Do you have any questions about your return? Need assistance? We’re happy to help!

📧 Email: Support@Oliviadiva.nl