Returns Policy

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Returns Policy

Introduction
Olivia Sterling Group Emporium - Returns & Refunds Policy
At Olivia Sterling Group Emporium, we strive to provide you with high-quality almond products and a delightful shopping experience. We understand that sometimes returns may be necessary. Please review our policy below for details on how we handle returns and refunds.

1. Eligibility for Returns:
  • Damaged or Defective Products: If you receive a product that is damaged or defective, please contact us within 7 days of receiving your order. We may request photographic evidence of the damage.   
  • Incorrect Items: If you receive an incorrect item, please notify us within 7 days of receiving your order.
  • Unopened, Unused Products: For certain non-perishable items, returns may be accepted if the product is unopened, unused, and in its original packaging. Please contact us within 14 days of receiving your order to determine eligibility. Due to food safety, perishable goods such as opened bags of almonds can not be returned.

2. Non-Returnable Items:
  • Perishable goods, such as opened bags of almonds, due to food safety regulations.
  • Items marked as "final sale" or "non-returnable."
  • Gift cards.


3. Return Process:
  • Contact Us: To initiate a return, please contact our customer service team via email at [insert customer service email address] or through the contact form on our website. Please provide your order number, a description of the issue, and any relevant photos.
  • Return Authorisation: If your return is approved, we will provide you with a Return Authorization (RA) number and instructions for returning the item.
  • Packaging and Shipping: 
  • Please securely package the item in its original packaging, if possible, and include the RA number on the outside of the package. You are responsible for return shipping costs, except in cases where the item was damaged, defective, or incorrect. We recommend using a trackable shipping method.
  • Inspection and Processing: Once we receive your returned item, we will inspect it to ensure it meets our return criteria. We will then process your refund or exchange.   


4. Refunds:
  • Refunds will be issued to the original payment method used for the purchase.
  • Refunds for damaged, defective, or incorrect items will include the original shipping costs.
  • For eligible returns of unopened, unused products, the refund will be for the product price, excluding original shipping costs.
  • Please allow 7-10 business days for the refund to be processed and reflected in your account.

5. Exchanges:
  • If you received a damaged, defective, or incorrect item and would prefer an exchange, please indicate this when contacting our customer service team.
  • Exchanges are subject to product availability.   

6. Customer Service:
If you have any questions or concerns about our returns policy, please contact our customer service team.


Important Notes:
  • This policy is subject to change without notice.
  • We reserve the right to refuse any return that does not meet our policy requirements.

Contact Information:
Email: Concierge@OliviaSterlingGroup.com
Website: https://oliviasterlinggroup.com/store

If you have any questions about this privacy statement, your personal information, or the practices of the Platform, you can contact us via email at ITDept@OliviaSterlingGroup.com or by writing to us at
Berkeley House
Berkeley Square
Mayfair
London
W1J 6BD 

Olivia Sterling Group is the data controller for the purposes of the personal data processed under this Policy.