Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

UK returns

To start a return, please submit your request through our returns portal:

https://oliveandroseshop.co.uk/apps/returns

Once your return request has been approved, we will email you a prepaid return label. This service is available to UK customers only. 

If you checked out as a guest, you can also access your order details here:

https://account.oliveandroseshop.co.uk

If you choose to use your own postal service, you will be responsible for the return postage costs, which are non-refundable.

For your convenience, we recommend using our prepaid return label.

International returns

We are unable to cover return postage costs for items shipped outside the UK. However, we can accept returns if the items are unworn and in a resaleable condition.

Please ensure your parcel is marked “RETURNED ORDER” for customs purposes. Any taxes or duties incurred if it is not marked correctly will be deducted from your refund.

Olive and Rose cannot be held liable for parcels lost or damaged in transit. We strongly recommend insuring your return parcel and keeping proof of postage.

Return eligibility

To be eligible for a return, items must be in the same condition as when you received them: unworn, unused and undamaged, with their original tags and packaging. You will also need your receipt or proof of purchase.

Please try shoes on a clean, carpeted surface to maintain their original condition. Keep the protective layer on the outsoles unless you decide to keep the shoes. If shoes are returned in any condition other than their original state, a refund cannot be issued.

Damages and issues

Please inspect your order when it arrives. If an item is defective, damaged or incorrect, contact us as soon as possible. We will review the issue and work with you to make things right.

Due to the handcrafted nature of our shoes, you may notice slight variations in measurements. Each pair is unique, and measurements may vary by up to 5 mm. These small variations are a normal part of the process and do not affect the overall quality or fit.

Non-returnable items

Products damaged through normal wear and tear, accidents or misuse will not be considered faulty and cannot be returned, replaced or refunded.

Exchanges

We do not currently offer exchanges. If you would like a different size, please return your item and place a new order.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 3–5 working days. Your bank or card provider may take additional time to process the refund and credit your account.

If you have not received your refund more than 10 working days after your return was approved, please contact us at hello@oliveandroseshop.co.uk.

Any delivery charges paid at checkout will not be refunded when you return an order.

Duties and taxes incurred on international orders will not be refunded upon return.