Changes, Returns and Refunds Policy

At Olivia Ribeiro we want you to shop with complete peace of mind.

We know that when you buy fashion online, questions can come up about size, fit, or simply whether a piece is exactly what you expected. That is why you have 30 days from receiving your order to request an exchange or return.

Our team will be available to help you throughout the process.

1. Returns within 30 days

You have 30 calendar days from the day you receive your order to request a return.

You can request one if:

• The size does not fit as you expected.
• You prefer another size, colour or style.
• You have changed your mind.
• The garment is not what you expected.
• You simply prefer to return it.

To accept the return, the garment must be in good condition and without signs of use beyond what is needed to try it on.

Whenever possible, it should keep its original labels and accessories.

We cannot accept as a standard return garments that show:

• Clear signs of wear.
• Makeup, cosmetic or other stains.
• Perfume, tobacco, sweat or other odours that do not belong to the product.
• Damage caused after delivery.
• Changes or alterations made after receiving the garment.

You can try the garment on as usual to check the size and how it fits.

2. You choose how to handle your return

We want to give you as much flexibility as possible.

When your return meets the conditions above, you can choose the option you prefer:

Refund: receive the corresponding amount through the original payment method.

Exchange: change the garment for another size or another product, subject to availability.

Store credit: receive a voucher or balance to use on a future purchase at Olivia Ribeiro.

You choose the option that suits you best.

When a legal right of withdrawal is being exercised, the refund rights set by the applicable law will always be respected.

3. Free size exchanges

Does the size not fit as you expected? Don’t worry.

Contact our Customer Care team and we will look for the best solution with you.

Size exchanges are free, always subject to availability.

If the new size is no longer available, you can choose to:

• Exchange it for another product.
• Request a refund.
• Receive credit to use at Olivia Ribeiro.

Our team will tell you how to make the exchange.

4. How to request an exchange or return

To request an exchange or return, write to us at:

moda@oliviaribeiro.com

Please include:

• Your full name.
• Order number.
• The product you want to exchange or return.
• The option you prefer: refund, exchange or store credit.

Our team will review your request and send you the necessary instructions.

Please do not send any garment on your own before receiving our instructions.

5. Return shipping costs

When the return is due to a change of mind or a voluntary return, the direct cost of sending the item back will be paid by the customer.

We recommend using a tracked shipping service until the parcel has been received correctly.

This condition will not apply when the product is defective, arrived damaged, is incorrect, or in any other case where the costs legally fall to Olivia Ribeiro.

6. Defective, damaged or incorrect products

If you receive a product that is:

• Damaged.
• Defective.
• Different from the one you bought.
• In a different size from the one you ordered.
• In a different colour or style.

Please contact us as soon as possible.

Olivia Ribeiro will cover the costs that apply when the issue is our responsibility or there is a lack of conformity covered by law.

To help us check the issue we may ask for:

• Full name.
• Order number.
• Photos or videos of the product.
• A short description of what happened.

Once we have reviewed the case, our team will look for the right solution.

7. Refunds

When your return has been accepted and you have chosen a refund, we will process it through the original payment method, unless you voluntarily agree another option.

Once Olivia Ribeiro has issued the refund, the time it takes to appear in your account depends on your bank or payment provider.

When the return takes place within the legal withdrawal period, the cost of the standard shipping method originally paid will also be refunded when the law requires it.

If you voluntarily chose a more expensive delivery method than our standard option, that extra cost may be excluded from the refund when the law allows it.

We may wait to receive the return, or valid proof that it has been sent, before issuing the refund when the law allows it.

8. Legal right of withdrawal

Our commercial policy lets you request exchanges or returns for 30 days.

This does not limit the legal rights that apply to the consumer.

For online purchases made by consumers in the European Union there is, as a general rule, a legal right of withdrawal of 14 days from receiving the order, with no need to give a reason.

During that period, all rights recognised by the applicable law will always be respected.

Our 30-day policy offers extra time and does not replace or limit the legal right of withdrawal.

9. Condition of returned garments

We understand that you need to try a garment on to know how it fits.

You may handle it in a reasonable way to check:

• The size.
• The fit.
• The appearance.
• The features of the garment.

If the product is handled more than necessary and this reduces its value, the consequences set by the applicable law may apply.

10. Damage after delivery

Damage caused later as a result of the following will not be treated as original defects:

• Incorrect use.
• Accidents.
• Washing or care that does not follow the instructions.
• Later snags, cuts or tears.
• Normal wear from use.
• Incorrect handling of the product.

This does not limit the customer’s legal rights when there is a real defect or lack of conformity of the product.

11. Undelivered or refused orders

The customer is responsible for checking that the delivery address and contact details provided are correct.

If an order is returned because of:

• An incorrect or incomplete address.
• Repeated failure to complete delivery.
• The parcel not being collected.
• An unjustified refusal of the order.

Our team will review each case individually and any extra costs permitted by law may apply.

12. Legal guarantee

All products sold by Olivia Ribeiro come with the legal conformity rights and guarantees that apply under the applicable law.

If you receive a garment with a defect or that does not match what you bought, contact us and our team will help you resolve it.

The guarantee does not cover damage caused later by incorrect use, accidents, normal wear or care that does not follow the product instructions.

13. Orders placed from Europe

Olivia Ribeiro ships to different European countries.

The mandatory rights recognised to consumers by the applicable law in their country will always prevail when they grant protection that cannot be excluded by contract.

14. Need help?

If you have any question about a size, return, exchange or a problem with your order, we are here to help.

Olivia Ribeiro
Website: www.oliviaribeiro.com
Email: moda@oliviaribeiro.com

When you contact us, please include your full name and order number so we can help you as quickly as possible.

Do not send any return before receiving instructions from our team.

This policy does not limit or exclude the mandatory rights recognised to consumers by the applicable law.