Returns
RETURNS POLICY
Standard Orders
Drop pieces are ready-made rather than made-to-order and so unlike our bespoke and bridal pieces, we're able to offer you a full return on these items - whether that's because the fit isn't quite right, the colour isn't what you expected, or you've simply changed your mind.
It is incredibly important to us that you are completely happy with your purchase, and so within 14 days of receipt of delivery, you're welcome to return your item for a refund to your original payment method, or you can exchange for another of our beautiful pieces better suited to your wants.
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 studio before your refund or exchange is processed.
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.
Bespoke Orders
As each Bespoke and Bridal garment is handmade-to-order, we are unable to offer returns of any kind on these items. Each order is handcrafted to suit your desired specifications and as such, this part of Olana operates as a made-to-order service specialising in custom made clothing. As a sustainable brand, this approach reduces waste and unnecessary stock and allows you to carefully consider the most suitable sizing and preferred style/colours before purchasing.
As part of our bespoke and bridal process, we always discuss all sizing and bespoke changes in detail via email before your order is made by our team. This is how we make sure the fit and style is exactly to your requirements and therefore should be perfect after production. These personal touches unfortunately means the piece cannot be sold to anyone else, therefore we do not offer the option to return these pieces.
That said, we always want you to feel special and be happy with your Olana piece(s) and if anything doesn’t feel right once the item arrives with you, please get in touch at hello@olanaclothing.com and we are happy to talk through it and work out a solution together.
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 damages goods or have a manufacturing fault occur, please contact us straight away at hello@olanaclothing.com so we can help resolve the problem as quickly as possible.
HOW TO MAKE A RETURN
Standard Orders
Start your return from your order confirmation email or account, choose refund or you can request an exchange by stating the new piece (name, colour and size) in the notes section. Once the return is approved, send the piece(s) back to us and we will process the refund or the exchange once we receive the piece(s) back in our studio.
Bespoke Orders
We cannot offer returns for pieces that are made to your specific requirements, however we always want you to feel special and be happy with your Olana pieces and if anything doesn’t feel right once the item arrives with you, please get in touch at hello@olanaclothing.com and we are happy to talk through it and work out a solution together.
SHIPPING
We ask that you take responsibility of paying for the return shipping of the item, however all UK 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 process and post your new garment.
OUR RETURNS ADRESS:
Olana
The Tobacco Warehouse
George Yard
United Kingdom
S70 2FA