Refund policy
OleBella Return and Exchange Policies
At OleBella, we have a commitment to high quality products and their authenticity. We guarantee that all products in our store are original and authentic. We take pride in our reputation for quality and excellent value in name brands perfume, cologne, cosmetics and related products.
Your complete satisfaction is our highest priority! We understand that certain circumstances can lead you to reevaluate the purchase decision. OleBella will gladly accept the return or exchange for new, unused, unsprayed, unwashed, unworn or defective merchandise within the terms outlined below.
If you wish to return or exchange a product for any acceptable reason, OleBella has set guidelines in place, provided you fill out the form and submit it within the allowable duration of time.
The basis for approval will be evaluated in the following conditions:
- You must contact us within 24-48 hours of receipt of merchandise for us to initiate the return process according to our outlined policy.
- Ordered Item(s) need to be returned for refund, store credit or exchange within 14 days from receipt of merchandise. Absolutely no return will be accepted for any reason later than 14 calendar days from the date you receive your order. This date will be determined when the package is listed as "delivered" by the shipping service provider. Returned items must be in their original condition and original packaging, fragrance cellophane dust cover, tags and sanitary protection intact (NO EXCEPTIONS). Shoes must be in the original box & box may not be used as the shipping box. Health regulations stipulate that clothing that is soiled, worn, damaged or laundered is considered to be in "other than new condition" and cannot be returned. As lingerie and swimwear are delicate by nature, we offer no warranty once the tags are removed. Once the tags are removed, the merchandise is yours (NO EXCEPTIONS). Any incomplete sets will not be processed as a return.
- All sales are final on the following items: fragrances, skincare, makeup, body care, wellness products, luxury handbags, luxury accessories, luxury shoes, pre-loved items, all clearance items, panties, hosiery, gifts, pasties, eye lashes, Christmas costumes, and accessories (NO EXCEPTIONS).
- All sales and clearance are final on beauty products such as skincare, make-up and fragrance. Due to health regulations, no return or exchange will be accepted for any type of beauty products (NO EXCEPTIONS).
- In order to return the merchandise, you must obtain an approved Return Merchandise Authorization (RMA number) and Pre-Paid Return Shipping Label from OleBella Store. In addition to the RMA number, all returns must be accompanied by a copy of the packing slip and all original components. When calling or emailing our customer service team, please have your order number available.
- For refund, credit, exchange or final return, product should be unopened, unused, unsprayed, undamaged, and returned in its original sealed packaging. The item should still be in resealable condition, and its original tags should still be attached (if any).
Return Policy - Specific Guidelines and Restrictions:
1. RMA (Return Merchandise Authorization): Please note that we cannot accept returns that are sent back to us without prior approval.
2. Store Credits: Enjoy hassle-free returns when returning for store credit. When opting for store credit, eligible items will not be assessed the 30% Restocking Fee. Shipping & Handling, Return Shipping, Parcel Insurance and Gift-Wrapping Fees are non-refundable and not creditable. Store credit will be issued through OleBella Gift Card that can be used on any future transaction. The OleBella Credit never expires and is valid to use site wide.
3. Refunds: When you return an item, your refund may differ based on the condition of the item, how long you've had the item, and how the item was purchased.
A 30% Restocking Fee, Shipping/Handling and Parcel Insurance Fees will be assessed on all returned merchandise when opting for a refund to the original form of payment. These fees will be waived if the return is due to Company error or product defect. If the order was honored with Free Shipping and Free Parcel Insurance, its cost will be deducted on the returned item.
There will be a 50% restocking fee on all open items.
An item received in damaged condition, without packaging, or with original packaging damaged or taken out of its plastic wrap will be charged a 50%-100% restocking fee. Items that are damaged, missing parts, not in original condition, or have obvious signs of use for reasons not due to an OleBella error will be charged up to 100% of the item's price. Used items are not accepted for refund. Refund claims will not be accepted for returned items in used and damaged condition. All received used items are not allowed for sale and will be destroyed.
Note: Tax on restocking fees may apply to return items that were shipped and sold by www.olebella.com in CA. Some products have additional conditions that may apply.
Refund Terms:
- Allow 7-10 business working days for your refund to be posted to your account.
- Some refunds may take up to one billing cycle to appear in your statement, depending on the banking institution.
- Refunds can only be credited back to the same payment method used on the original order.
- CODs are not accepted for returned merchandise.
- Return shipping charges are the responsibility of the purchaser. However, OleBella can provide a Pre-Paid Shipping Label with Parcel Insurance included, the cost of which will be deducted from the customer's refund.
- Original Shipping/Handling and Gift-Wrapping fees are fully reimbursed if the error was due to a product defect or Company error.
- Free Shipping and Parcel Insurance are deductible when merchandise is returned for refund.
Return Reasons:
Customer's Purchase Reconsideration: Only orders canceled before they are shipped or before they leave our warehouse are eligible for a full refund, including shipping, handling, and parcel insurance charges. We cannot process a return claim once the package is in transit with the carrier. If a package recall is arranged while in transit, shipping charges are non-refundable and a 30% processing, handling, and restocking fee will be deducted from the refund.
"Changing your mind" or "Customer's Order Error": Once your order is processed and your merchandise is in transit, OleBella is NOT obligated to refund your original shipping cost or return shipping fee. OleBella reserves the right to refund only the partial portion of your original item price, minus shipping fees, discounts, applicable gifts, and a 30% restocking fee.
Some items cannot be returned for refunds or store credits:
- Fragrances & all products containing alcohol (hazardous material)
- Health & Wellness Products
- Used Beauty Products — sprayed or used fragrances, cosmetics and skincare items
- Fashion Accessories
- Apparel — no return or exchange on used, worn, washed, or defective clothes, and intimate apparel such as lingerie and underwear due to health and hygiene reasons
- Electric Hair Tools & Appliances
- Open & Sprayed Fragrances
Cancelling or Canceled Orders: Canceled orders are eligible ONLY for a full refund when canceled prior to shipping or leaving our warehouse. We cannot process claims, refunds or additional requests once the package is in transit with the carrier.
Exchanges: We do not allow direct merchandise exchanges. All exchanges are processed as new orders. If you wish to exchange an item, please return the original item following our return process and place a new order for the desired item. Free of charge exchanges are accepted only in cases of Store error or manufacturer's product defect. Exchanges due to a customer's personal decision can be fulfilled under a new order where a 20% restocking fee will be waived, but Shipping/Handling and Parcel Insurance Fees will apply. Please contact our Customer Service department for assistance.
Free Shipping Offers: For "free shipping" packages, shipping cost will be assessed and deducted from final reimbursement of refunds and store credits. Any shipping cost you incur to return the product will not be refunded unless it is a Company error. Non-refundable shipping applies to both domestic and international shipping.
Undelivered, Unclaimed, Refused, or Returned Packages: A 15% restocking fee and a Return Shipping Fee will be assessed. Shipping & Handling, Tax, and Gift Wrapping cannot be reimbursed. Original shipping cost is non-refundable unless it is a Company error. For "free shipping" packages, shipping costs will be assessed and deducted from final reimbursement.
PLEASE NOTE: Shipping and handling charges and Shipping Recall Fees are not refundable for Returns or Exchanges. Any Return or Exchange received without prior notification will be shipped back at your expense. OleBella will not be responsible for merchandise lost in the mail. We strongly recommend using certified or insured mail with a tracking number. We reserve the right to refuse service to anyone who makes excessive returns and exchanges.
European Union — 14-Day Cooling Off Period: If you are located in the European Union, please note that EU consumer law grants you the right to cancel or return your order within 14 days of receipt, for any reason and without justification, regardless of the product category. To exercise this right, your item must be unused, in its original condition and packaging, with all tags attached. Please contact us at info@olebella.com to initiate your EU return. Please be aware that return shipping costs are the responsibility of the customer unless the return is due to a Company error or product defect.
California Consumer Protection Notice: OleBella complies with all applicable California consumer protection laws. In cases involving defective or misrepresented products, California law may provide additional rights beyond those described in this policy. If you believe your return qualifies under California consumer protection statutes, please contact us directly at info@olebella.com.
Contact us for Order Inquiries:
- By E-mail: support@olebella.com, info@olebella.com
- By Phone: 1-415-532-7090 (Mon–Thur / 9am–5pm PST & Friday / 9am–4pm PST)
- By Post: OleBella Store, P.O. Box #464, King City, CA 93930
Gifts with Purchase Rules
Free gift(s) will be added to your final shopping bag when you reach the minimum purchase threshold at final checkout. A minimum purchase does NOT include shipping charges, coupon discounts, or applicable sales tax. Free gift(s) cannot be exchanged.
Minimum Purchase Threshold: Minimum order total for special offers such as a gift with purchase or free shipping is calculated NET of discounts, tax and shipping. Your final minimum spent total does NOT include shipping charges, coupon discounts, or applicable sales tax. OleBella reserves the right to cancel an order for any unauthorized, altered or ineligible use, and to modify or cancel any order or promotion due to system error or unforeseen problems. At its sole discretion, OleBella may refuse the award of a Gift with Purchase if it is believed a customer is abusing the program by returning merchandise used to secure the Gift with Purchase item.
Wholesale Orders, Credits or Discounts:
Wholesale Order: Buying wholesale with OleBella Store, you will always find quality products that come with great prices, design and good offers. Our customers around the world discover many benefits when doing business with us.
Wholesale policy conditions:
- Minimum per order: US $1,000
- Minimum per Brand, Line, Product, Design: 3 pieces
- All beauty and wellness products, jewelry, designs, and sizes are mixable
- All Wholesale Buyers must provide a copy of valid Business ID, Tax ID and Resale Certificate
- Wholesale buyers must be an officially registered retail business with a valid Tax ID number
- Download California Resale Certificate Form: http://www.boe.ca.gov/pdf/boe230.pdf
- Please complete, print, sign and send your form to: support@olebella.com
- Once documents are received, your account status will change to "wholesale buyer" and you will be able to place wholesale orders on our site
Wholesale Order Amounts and Additional Discounts:
- Order ≥ US $1,000 — wholesale pricing applies
- Order ≥ US $1,500–$3,000 — 5% Discount
- Order ≥ US $3,000–$5,000 — 10% Discount
Wholesale Prices apply only to: Beauty, Fragrances, Health & Wellness, Apparel, Fashion Jewelry & Accessories & Shoes. Wholesale Prices do NOT apply to: Fine Jewelry, Collectibles, Hard-to-Find, Pre-Owned, Clearance, Store Supplies, Home Decor, Gourmet Corner categories.
Wholesale buyers may contact our sales department to request pricing adjustments on a case-by-case basis, depending on order size, order history, and other parameters.
All shipping costs are paid by wholesalers. We ship via USPS and UPS; shipping costs depend on the weight of the package and distance. We will communicate with wholesale customers by phone and e-mail to discuss final pricing and delivery options.
International buyers should be aware that imported goods may be subject to additional taxes and customs duties in their countries. All such fees are the responsibility of the wholesale customer. Please contact your local customs authority for relevant information.
