IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?
- I received my order in poor conditions.
- I chose the wrong size and I’d like to change it.
- The product is not what I expected, and I’d like to return it or exchange it with another one.
In any case, the products that will be exchanged or returned must be in pristine conditions and show no evident signs of being used, or else no exchange or return will be carried out. It is your responsibility to provide adequate packaging to make sure that the items arrive to OLA ALLOY in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested. The time window in which you can exchange or return an item lasts 30 days, starting from the day the order is delivered.
HOW CAN I DEMAND AN EXCHANGE OR A RETURN?
Write to us at firstname.lastname@example.org telling us about your exchange or return request or visit.
After writing to our Customer Service team you will receive a form of changes and returns that you must complete correctly, send it to email@example.com and include it in the package you are going to return. It is important that you have prepared the product you want to change. For international changes, our Customer Service team will inform you about the procedure and the corresponding cost.
After approving the return, you must send the product to the address indicated. Make sure you also fill out the changes and returns form included in your order and include it in the package you are going to return. Once received in our facilities, you will receive a confirmation email indicating that the amount will be credited to your account within 2-3 business days. You will receive the amount in the same way that you made your purchase, through a refund processed by PayPal or a refund on your credit card.
OLA ALLOY will not be held responsible for any loss that the package has suffered during the shipment, and it will be the responsibility of the customer to ensure that the package arrives at our facilities in perfect condition.
WHICH IS THE TIME WINDOW TO DEMAND AN EXCHANGE OR A RETURN?
The time window in which you can demand an exchange or a return is of 30 days after the order is delivered.
WHAT’S THE PRICE OF AN EXCHANGE OR A RETURN?
The exchange-related costs will always be at the client’s expense. The cost of processing an exchange will be the cost of shipping the new product and collecting the changed item. Regarding international exchanges, our Customer Service team will inform you about the procedure to follow and the corresponding costs. If you wish to exchange a product for a different one with a different price, the difference will be charged by bank transfer or PayPal. In terms of returns , you will only have to ship the item you want to return to the address we provide, and the shipping costs are at the buyer’s expense.
Every item sold by OLA ALLOY comes with a 3-month warranty, starting from the delivery date of the order. The warranty only applies to factory defects and damage which has not been provoked by an incorrect use of the item. OLA ALLOY will carefully study if, by any chance, the defect has been caused by an improper use of the piece(s). In order to maintain your jewellery in perfect shape, visit our Jewellery Care guide.
If you think you are eligible for support under our warranty conditions, write to us at firstname.lastname@example.org and our Customer Support team will give you more instructions.