Refund policy
RETURNS, EXCHANGES & REFUNDS
At Olli & Rose, every product is individually handcrafted with care and attention to detail. We truly want you to love your purchase and will always do our best to assist should you have any concerns.
RETURNS
If you've changed your mind, you're welcome to return your unused item within 10 days of receiving your order.
To qualify for a return, the item must:
- Be unused and in its original condition.
- Be returned with all original packaging.
- Not show any signs of wear or damage.
Please contact us at orders@olliandrose.co.za before returning your order so that we can assist you with the process.
EXCHANGES
If you'd prefer a different style or colour, we'd be happy to assist with an exchange.
The returned item must be:
- Unused.
- In its original condition.
- Returned within 10 days of delivery.
Once we have received and inspected the item, we'll gladly arrange your exchange.
Any courier costs associated with exchanges are for the customer's account unless the exchange is due to an error on our side.
REFUNDS
Approved refunds will be processed once the returned item has been received and inspected.
Refunds will be processed using the original payment method where possible.
Depending on your bank or payment provider, refunds may take several business days to reflect.
Original courier fees are non-refundable.
ORDER CANCELLATIONS
Because every Olli & Rose bag is handcrafted to order, we begin preparing your order shortly after payment has been received.
Should you wish to cancel your order, please contact us as soon as possible.
If production has not yet commenced, we'll gladly assist with a cancellation and refund.
If production has already begun, a cancellation may no longer be possible.
WARRANTY
Every Olli & Rose bag is covered by a 12-month warranty from the date of purchase.
Our warranty covers manufacturing defects including:
- YKK zip faults.
- Metal fitting defects.
- Stitching defects resulting from workmanship.
The warranty does not cover:
- Normal wear and tear.
- Scratches or marks on leather.
- Damage caused by misuse, neglect or accidents.
- Water damage.
- Damage caused by pets.
- Damage resulting from improper care or storage.
REPAIRS
We believe in creating products that last.
Should your bag require a repair outside of the warranty period, we'd be happy to assist wherever possible.
Repair costs will depend on the nature of the repair.
Please email:
with:
- Your order number (if available).
- Photos of the repair required.
- A brief description of the issue.
Our team will assess the repair and provide a quotation where applicable.
COURIER FOR REPAIRS
Customers are responsible for courier costs when sending items to us for repairs outside of the warranty period.
For warranty repairs, we'll advise you on the collection or courier process once we've assessed your request.
PERSONALISED PRODUCTS
Products that have been personalised or engraved cannot be returned or exchanged unless there is a manufacturing defect.
QUALITY GUARANTEE
Every Olli & Rose product is handcrafted from genuine leather by our experienced team in Cape Town.
Each item is carefully inspected before leaving our workshop to ensure it meets the quality standards we're proud to stand behind.
Should anything not be quite right, we'll always do our best to make it right.
NEED HELP?
If you have any questions regarding returns, exchanges, refunds, repairs or warranty claims, we'd love to help.