Return Policy
Olivia & James Charleston
Last updated: June 2, 2025
At Olivia & James Charleston, we do everything we can to keep our customers happy. If you'd like to return a product, please read our return policy carefully. When in doubt, always reach out to us first at support@oliviajamesco.com — we're happy to help find a solution.
1. How We Work
Olivia & James Charleston operates on a direct-from-supplier model. To minimize waste and reduce our carbon footprint, we do not maintain large in-house inventory. Items not held in stock are shipped directly from our international supplier. This means that returns must also be sent to our supplier's return address, which may be located outside the United States.
2. Return Window & Registration
• You may register a return within 14 days of receiving your item, by emailing support@oliviajamesco.com.
• Returns may only be registered after you have physically received the item.
• Always include your order number and a clear reason for the return in your message.
• After approval, we will provide you with our supplier's return address.
3. Return Conditions
• A valid reason for the return is always required.
• Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
• Trying on items is permitted; wearing them is not.
• Sale or discounted items cannot be returned without a valid reason.
• Intentionally ordering multiple sizes with the intent to return some of them is not permitted.
• Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless unopened and unused.
4. Return Costs & Process
• All return shipping costs are the full responsibility of the customer, including international shipping and any applicable customs fees.
• The item must be returned to our supplier's return address.
• The customer is solely responsible for shipping the item, covering the costs, and tracking the return shipment.
• We strongly recommend using a shipping method with tracking. Without proof of shipment, we are unable to process your return.
5. Friendly Alternative
Because international returns can be expensive and time-consuming, we are always happy to explore a suitable alternative solution with you — such as a partial refund or store credit — which we can arrange by mutual agreement via email. Please always contact us at support@oliviajamesco.com before sending anything back.
6. Defective, Incorrect, or Damaged Items
If something is wrong with your order — such as the size, fit, or quality — please email us within 14 days of receiving your item with clear photos and a description of the issue. Without photos and a written description, we are unable to process your complaint, and no right to return or refund will apply. With this information, we will work to find a suitable solution as quickly as possible.
7. Refunds
A refund can only be issued after the returned item has been received and approved at our supplier's return address. Once approved, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are non-refundable.
8. Cancellations
Orders cannot be canceled once they have been placed and are being processed. No refund or chargeback may be initiated before the item has actually been delivered and received. If you have a question or concern about your order, please contact us first at support@oliviajamesco.com rather than opening a chargeback or refund request directly.
9. Liability
• We are not responsible for lost packages if the tracking information indicates that the item was delivered to the address provided by the customer.
• An incorrectly entered address is the responsibility of the customer.
• Address errors must be reported within 24 hours of placing your order by emailing support@oliviajamesco.com.