Refund policy

At Olivina Lua , we strive to provide you with the best quality jewelry and exceptional customer service. However, we understand that sometimes returns may be necessary. Please follow our return policy guideline below:

1. Return Time Frame :
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

2. Elegible for Returns:
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

3. Return Process:
To start a return, you can contact us at olivinalua@gmail.com. We will guide you through the return process and if your return is accepted, we’ll send you a return shipping label (if applicable), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

4. Shipping Costs:
Return shipping costs may be covered by Olivina Lua for elegible items and depending on the circumstances of the return. For non-eligible items or returns made for reasons other than product defects, customers may be responsible for return shipping costs

You can always contact us for any return question at olivinalua@gmail.com.

5. Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

6. Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalized items), items already worn or damaged. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

7. Exchanges
If you wish to exchange an item for a different size, color or style please return the item you have with the instructions above, and once the return is accepted, make a separate purchase for the new item.

8. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

9. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at olivinalua@gmail.com.

Thank you for choosing Olivina Lua. We highly appreciate your trust and satisfaction you place in us, we are always available to help with any inquiries or issues you may have.