Refund policy
Returns and refunds
You have the right to request a return within 14 days after receiving your order. After notifying us of your return, you have a further 14 days to send the item back.
To request a return, please contact salam@houseofoliveiro.com. We will provide the return instructions and return address. Items returned without first contacting us may not be accepted.
You may inspect and handle the product only as necessary to determine its nature, characteristics and functioning. If an item has been handled beyond what is reasonably necessary, a deduction may be made for any resulting loss in value. Please return the item complete and, where reasonably possible, in its original packaging.
Return shipping costs are the responsibility of the customer, unless the product is defective, damaged or incorrect. We recommend using a tracked shipping service, as the customer remains responsible for the return shipment until it reaches us.
Personalised and custom-made items
The right of withdrawal does not apply to products that have been clearly personalised or made according to the customer’s individual specifications, such as an item featuring a custom engraving or bespoke design.
A standard House of Oliveiro design that is handcrafted after the order is placed remains eligible for return, provided that it has not been personalised.
Sale items
Sale items purchased online remain covered by the applicable statutory right of withdrawal. Gift cards cannot be returned, except where required by applicable law.
Original delivery costs
When an entire order is returned under the statutory right of withdrawal, the cost of our least expensive standard delivery option will be refunded. Any additional cost resulting from the customer choosing a more expensive delivery method will not be refunded.
When only part of an order is returned, the original delivery costs are not refunded unless required by applicable law.
Damaged, defective or incorrect items
Please inspect your order upon receipt and contact us as soon as possible if an item is defective, damaged or incorrect. Please include your order number and clear photographs where applicable. We will assess the issue and provide an appropriate solution. Return shipping costs for an accepted defective, damaged or incorrect item will be covered by House of Oliveiro.
Exchanges
The fastest way to receive a different item is to return the original item and place a new order after the return has been accepted.
Refunds
We will notify you after receiving and inspecting your return. Approved refunds will be issued to the original payment method within 14 days after you notify us of your withdrawal. We may withhold the refund until we have received the returned item or until you provide proof that it has been sent back, whichever occurs first.
Please note that your bank or payment provider may require additional processing time. If more than 15 business days have passed since we confirmed your refund, please contact salam@houseofoliveiro.com.
Nothing in this policy limits your statutory consumer rights.