As each of our garments are handmade to order, we are unable to offer refunds of any kind on any of our items. Each order is handcrafted to suit your desired specifications and as such, Olana is considered as an online retailer specialising in custom made clothing. As a sustainable brand, this approach reduces waste and unnecessary stock and allows customers to carefully consider the most suitable sizing and preferred style/colours before purchasing.
However, it is incredibly important to us that you are completely happy with your purchase and so if for any reason you change your mind, we’ll happily accept a return within 15 days of receipt of delivery in exchange for store credit or an alternative item of your choice.
The item(s) must be in original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on Olana items, as we cannot accept garments that have makeup stains or that smell of perfume. The item(s) must be returned to our warehouse before store credit or exchange is made.
You will be required to arrange and pay for the return of the item(s) to us. We encourage you to return your item(s) via a prepaid registered or traceable postal service and strongly recommend taking note of your tracking number. Olana is not liable for the loss of garments being returned.
How to make your return
Email email@example.com to receive authorisation of your return. Please include the following details in your email:
- - Order number
- - What you’re returning
- - Reason for return
- - If you would like an exchange/store-credit
- - If exchange, what item you’d like to have sent back
All exchanges receive complimentary delivery when being sent back to you! Exchange requests are subject to item(s) availability. Please allow 2 weeks from us receiving your return to cut, stitch and post your new garment.
A return number will be issued to you via email and store credit will be made within 10 working days from the day your returned package was received by our warehouse, assuming all conditions outlined in our returns policy have been followed and met.
What if my order arrives damaged or has a fault?
The greatest love, care and attention is applied when creating your garment(s). However, on the rare occasion you do receive damaged goods or have a manufacturing fault occur, please contact us straight away at firstname.lastname@example.org so we can help to resolve the problem as quickly as possible.
Please send returns to:
3 Kensington Road