Delivery and Returns

UK Delivery

UK standard shipping £5.00
3-5 Working Days
Please note that working days do not include weekends and Bank Holidays

UK premium shipping £7.50
1-2 working days

Next day if ordered before 1 p.m.
Please note that working days do not include weekends or Bank Holidays

EU / rest of world delivery

Orders to all countries outside of the UK are fulfilled by Global-e, our international delivery partner. At checkout, all products and shipping prices will be shown in your local currency.

Global-e offers Express Tracked and Standard Tracked shipping options. Express orders will be sent via DHL, whilst Standard Tracked orders will be sent using the best option available in each country. In both cases you will receive a tracking number once your order is dispatched.

Orders sent via Standard Tracked shipping will take up to 20 working days from the date of dispatch (approximately 1 Month) to be delivered. The tracking link provided will not be updated continuously, so please allow up to 5 working days between each status update. Please also ensure that any duties and taxes applicable to your shipping destination are paid on time to avoid your order being held at customs.

Shipping costs are calculated based on delivery country, selected shipping method, number of items and total parcel weight. Product prices may also vary based on your location to reflect local market pricing, taxes and exchange rates.

*Please note that shipping rates shown at checkout do not include any customs charges or import duties levied when the package reaches your destination country. For certain shipping destinations you will be offered the option to pre-pay duties and taxes at checkout; shipping methods that support pre-payment will be clearly identified during checkout.

Cancelling an order

You have a legal right to cancel a Contract (under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013) within 1 hour of receipt by you of the Product (“Relevant Period”). Accordingly, during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us, by email studio@oliviarubinlondon.com, of your decision to cancel the Contract and, provided you return the Product to us within 14 days, receive a refund.

Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office. However, this cancellation right does not apply in the case of any Products made to your specification or clearly personalised.

If you cancel a Contract you must return the Products to us within 14 days after the day you cancel and you will be responsible for the costs of returning the Products.  See below for returns information.

UK Returns
Genie Logistics
Lenvale House
Brook Street
Snodland
ME6 5BB

International Returns
Once your return is approved please follow the instructions at this link.

Returns

UK Returns
A return label for UK returns only will be included with your order when you receive it. Contact us to request a new label if you don’t already have one. Please include your completed returns form quoting your order number, name and reason for return. Drop off your parcel at a nearby DHL Service point, which you can find here. Alternatively, you can call DHL at this number 08442480844 and schedule a pick up at a time that is most convenient for you. The return of item(s) will be at your own cost and will be deducted from your refund.

Return Service charge:
UK: £7

Please note you can return the parcel via your own method of return such as post or an alternative courier but we advise if sending via Royal Mail and that you request a signed for return.

UK Returns Address
Genie Logistics
Lenvale House
Brook Street
Snodland
ME6 5BB

International Returns
For all International returns, unless an item is damaged or faulty, the customer is required to arrange and pay for the return of the product(s) to us.

How to return your order:

Email studio@oliviarubinlondon.com to request a return. After submitting your request you will receive an email from studio@oliviarubinlondon.com to approve your return.

Once your return is approved please follow the instructions at this link.

Add your order number and email address, before choosing from two options for your return: a Self-Paid Return or a Prepaid Courier. Note that the cost of the Prepaid Courier will be deducted from the total value of your refund.

Fill out the returns form (sent with your item), marking which items you are returning and include inside your parcel.

Place the items you would like to return in the original packaging, including all Olivia Rubin labels. Attach your return label to the outside of the box.

Exchanges will be shipped, and refunds processed as soon as possible once your original item has been received by our warehouse.

Returns Policy

Sale purchases must be returned within 14 days of receipt.

All other purchases must be returned within 28 days of receipt for a refund.  Need to add something about after this time international orders will no longer be able to be returned using Globale

You may of course inspect the products that you purchase from us. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take responsible care of our products. Accordingly, please do not damage the products whilst you inspect them and please store and handle all products with care and in a manner that is appropriate for the type of product.

Products must be returned complete (i.e. with any accessories or other parts that you receive with the products) and, where possible, with all original packaging.

If you have any custom alterations the products cannot be returned.

Whenever returning products by post for whatever reason, we recommend that you use a postal service that offers shipment tracking e.g. Royal Mail Special Delivery and that you insure the product for its full value while in transit. If you choose not to follow these recommendations we regret that you will be responsible for any loss or damage to the product during transit. We advise you to send by special delivery so that the goods can be tracked as they are your responsibility until they reach our premises.

Please be aware that international customs duties and sales taxes will NOT be refunded for shipments outside the UK.

Please allow 3-5 working days for your refund to be processed. During sale or peak times your refund could take up to 14 days, and it may take longer to show on your bank statement, depending on your bank’s processing time.

Please contact us by emailing studio@oliviarubinlondon.com if you have any further questions.

Exchanges

We hope that you love your garment but in the event that it is no quite right and you would like to exchange it for a different size or style, we offer an exchange policy for Products returned to us in their original condition with all labels still attached.

To return an item for exchange please notify us in writing by email of your intention to return the item for exchange and what you would like to exchange it for within 14 days of receipt of Products. Please email studio@oliviarubinlondon.com. Please send the Products back to us within 14 days so that we can process your exchange. Please note that the return postage costs are at your expense unless the Products are faulty.

We would advise you to send by special delivery so the Products can be tracked as they are your responsibility until they reach our premises. If you have had any Custom alterations the Products cannot be returned for refund or exchange.

You must write on top of the box and all necessary documentation that the Products are for a return exchange purchase, otherwise you may be liable for Import Duty.

It is your responsibility to select a reliable carrier to return the Products to us with a trackable service. The Products are your responsibility until they reach our premises. We are unable to offer refunds for international postage.