Refund policy
Last updated: 14 June 2026
Thank you for shopping with Olliva.
We want you to feel confident when ordering from us. This Refund and Return Policy explains how returns, exchanges and refunds are handled for purchases made through our website.
This policy applies in addition to your rights under Australian Consumer Law.
1. Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
You may be entitled to a remedy if a product is faulty, not as described, not fit for purpose, unsafe, or does not meet a consumer guarantee. Depending on the issue, this may include a repair, replacement, refund or other remedy required by law.
Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law.
2. Change of mind returns
We accept change of mind returns within 14 days of delivery, provided the item is:
- unworn;
- unused;
- clean;
- in its original condition;
- in its original packaging, where possible;
- not damaged, marked, washed or altered.
For hygiene reasons, slippers and footwear must be returned in a clean, unworn condition. We cannot accept returns for items that show signs of wear, use, odour, marks, stains, pet hair, washing, damage or outdoor use.
To request a change of mind return, please contact us at https://olliva.com.au/pages/contact within 14 days of receiving your order.
3. Exchanges
If you need a different size or colour, please contact us at https://olliva.com.au/pages/contact within 14 days of delivery.
Exchanges are subject to stock availability. If your preferred size or colour is unavailable, we may offer a refund, store credit or another suitable option.
Returned items must meet the return condition requirements listed above.
4. Faulty, damaged or incorrect items
Please inspect your order when it arrives.
If your item is faulty, damaged, incorrect, or you believe there is an issue with your order, please contact us as soon as possible at https://olliva.com.au/pages/contact with:
- your order number;
- your full name;
- a description of the issue;
- clear photos or videos showing the issue;
- a photo of the packaging, if relevant.
We will review the issue and advise the next steps.
If the item is confirmed to have a fault or issue covered by Australian Consumer Law, we will provide an appropriate remedy, which may include a replacement, refund or other solution depending on the circumstances.
5. Items that cannot be returned
Unless required under Australian Consumer Law, we cannot accept returns for:
- items that have been worn or used;
- items with marks, stains, odours, pet hair or signs of wear;
- items that have been washed or altered;
- items damaged due to misuse, neglect, incorrect care or normal wear and tear;
- items used outside their intended purpose;
- items returned outside the return period;
- gift cards, if offered.
6. Return shipping
For change of mind returns or exchanges, customers are responsible for return shipping costs.
We recommend using a tracked shipping service, as we are not responsible for returns that are lost, delayed or damaged in transit.
If your item is confirmed to be faulty, damaged, incorrect, or otherwise covered by Australian Consumer Law, we will provide a remedy in accordance with the law, which may include covering reasonable return shipping costs where required.
7. How to start a return
To start a return, please email us at:
https://olliva.com.au/pages/contact
Please include:
- your order number;
- your full name;
- the item you would like to return;
- the reason for your return;
- photos, if the item is faulty, damaged or incorrect.
Please do not send your item back until we have confirmed the return instructions.
Items returned without contacting us first may not be accepted.
8. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Please allow time for your bank, card issuer or payment provider to process the refund. Processing times may vary depending on your payment provider.
Original shipping costs are generally non-refundable for change of mind returns, unless required by law.
9. Order cancellations
If you need to cancel or change your order, please contact us as soon as possible at https://olliva.com.au/pages/contact
We will do our best to help, but we cannot guarantee changes or cancellations once an order has been processed, packed or dispatched.
10. Sale items and promotions
Sale or promotional items may be returned if they meet the conditions of this policy, unless they are clearly marked as final sale.
Nothing in this policy limits your rights under Australian Consumer Law if a sale or promotional item is faulty, not as described, or fails to meet a consumer guarantee.
11. Gifts
If you received an Olliva item as a gift and would like to request a return or exchange, please contact us at https://olliva.com.au/pages/contact
We may require the original order number or proof of purchase to assist with the request.
12. Contact us
For questions about returns, exchanges or refunds, please contact us at: