Refund & Return Policy – OLERAE

OLERAE — Refund & Exchange Policy

At OLERAE, we are committed to providing quality products and a smooth shopping experience. Please review the following policy carefully before requesting a return, exchange, or refund.

1. Exchange Policy

We allow exchanges for size or color under the following conditions:

  • Exchange requests must be made within 7 days of delivery

  • Items must be unused, unworn, and in original condition

  • Original tags must be attached

  • Exchanges are allowed only if the requested size or color is available in stock

  • Discounted or sale items are not eligible for exchange

  • The exchange process may take up to 7 working days after receiving the returned item

Items that do not meet these conditions may not be accepted for exchange.

2. Refund Policy

Refunds are accepted only in the following situations:

  • The item received is damaged

  • The item is defective

  • The item delivered is incorrect

If you receive a damaged, defective, or incorrect item:

  • You must contact us within 3days of delivery

  • Provide clear photos of:

    • The item

    • The packaging

    • The issue

Once the returned item is received and inspected:

  • Approved refunds will be processed within 5–7 working days

  • Refunds will be issued via Bank Transfer only

  • Refund confirmation will be shared via email and the platform you placed the order.

Refunds will not be issued for size changes or customer preference.

3. Return Conditions & Non-Returnable Items

To qualify for any return or exchange:

  • Requests must be made within 7 days of delivery

  • Items must be:

    • Unused

    • Unworn

    • Undamaged

    • In original condition

    • With original tags attached

    • In original packaging

Returns will not be accepted for:

  • Worn or used items

  • Washed items

  • Items without original tags

  • Items returned after 7 days

  • Discounted or promotional sale items

  • Items damaged due to customer misuse

All returned items will be inspected upon arrival.

If an item is found not in resalable condition, the return or exchange will be rejected, and:

  • The item will be sent back to the customer

  • The customer will be responsible for the courier cost to resend the item

4. Return Shipping & Inspection Process

All return or exchange shipments must follow this process:

  • Customers must contact us first and receive approval before sending any item

  • After receiving and inspecting the returned item:

If the return is due to:

✔ Damaged item
✔ Defective item
✔ Incorrect item sent

→ OLERAE will reimburse the return shipping cost

If the return is due to:

✔ Size change
✔ Color exchange
✔ Customer preference

→ Return shipping costs remain the customer’s responsibility

5. How To Request a Return or Exchange

Before sending any item, customers must contact us and obtain approval.

📧 Email: [email protected]
📲 WhatsApp: 070 634 5166

Please provide:

  • Order number

  • Item name

  • Reason for return or exchange

  • Photos of the item (if damaged or incorrect)

Do not send items without prior approval.
Unapproved returns may not be accepted.

Please Note:

  • Change of delivery address cannot be made once the order has been shipped

  • OLERAE reserves the right to refuse returns that do not meet policy conditions