Refund Policy
Return & Refund Policy
Last Updated: August 28, 2026
At Olivia and William Ottawa, we want every customer to feel comfortable ordering from us. If something is not right with your purchase, you can contact us and we will review the situation with you.
For questions about returns, refunds, damaged items, or order issues, please contact:
Olivia and William Ottawa
Ottawa, Ontario, Canada
Email: info@oliviaandwilliamottawa.com
1. How Our Fulfillment Process Works
Olivia and William Ottawa works with selected fulfillment and shipping partners to process and deliver orders.
Some products may be shipped directly from international suppliers or fulfillment centers instead of from a local Canadian warehouse.
Because of this, the return location may differ depending on the product and order.
Always contact our customer service team before sending a product back.
Once your return request has been reviewed, we will provide the correct return instructions and, where applicable, the appropriate return address.
Please do not send products to an address that has not been confirmed by us.
2. Return Period
You may submit a return request within 30 days after receiving your order.
To start a return, contact:
info@oliviaandwilliamottawa.com
Please include:
- Your order number
- The product or products you would like to return
- The reason for the return
- Photos when the product is damaged, defective, or incorrect
Once we have reviewed your request, we will contact you with the next steps.
3. Return Requirements
To qualify for a return, the product should generally be:
- Unused
- Unworn
- Unwashed
- In its original condition
- Returned with original tags and labels where applicable
- Returned with the original packaging where reasonably possible
Products that show signs of wear, washing, misuse, or damage caused after delivery may not qualify for a refund.
Returns sent without contacting Olivia and William Ottawa first may not be accepted.
For hygiene and safety reasons, certain products may not normally be returned unless they arrive damaged, defective, or incorrect.
Examples may include:
- Underwear
- Swimwear
- Earrings and certain jewelry
- Personal care products
4. Return Shipping Costs
If you decide to return an item because you changed your mind, ordered the wrong size, or no longer want the product, return shipping costs are generally your responsibility.
This may include:
- Return postage
- Shipping charges
- Customs charges where applicable
- Import-related charges where applicable
If you receive a damaged, defective, or incorrect product, please contact us before arranging a return.
Depending on the circumstances, Olivia and William Ottawa may provide another solution.
We recommend using a tracked shipping service for returns.
Customers remain responsible for ensuring that returned products are packaged securely.
We cannot guarantee reimbursement for return shipments that are lost before reaching the designated return location.
5. Alternative Solutions
International returns can sometimes be expensive or inconvenient.
For that reason, depending on the individual situation, we may offer an alternative solution instead of requiring a physical return.
Possible solutions may include:
- A partial refund
- Store credit
- A replacement item
- A discount on a future order
- Another reasonable solution agreed with the customer
Any alternative solution must first be confirmed by Olivia and William Ottawa.
6. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or materially different from what you ordered, please contact us within 30 days after delivery.
Send your request to:
info@oliviaandwilliamottawa.com
Please provide:
- Your order number
- Clear photographs of the product
- Photographs of the packaging where relevant
- A short description of the problem
We will review the information and determine an appropriate solution.
Depending on the circumstances, this may include:
- A replacement
- A refund
- A partial refund
- Store credit
- Another suitable resolution
7. Refunds
Where a return is required, refunds are generally processed after the returned product has arrived and has been inspected.
Once the refund has been approved, it will normally be issued to the original payment method used for the order.
After we process the refund, your bank or payment provider may require additional time before the amount appears in your account.
Please allow up to 14 business days for processing and payment-provider delays.
Original shipping charges are generally not refundable unless required by applicable law or when the return results from an error on our side.
8. Order Cancellations
If you would like to cancel an order, contact us as quickly as possible at:
info@oliviaandwilliamottawa.com
An order can generally only be cancelled before it has entered processing or fulfillment.
Once an order has already been processed, transferred to a fulfillment partner, or shipped, we may no longer be able to cancel it.
If cancellation is no longer possible, you may need to wait until the order has been delivered and then follow the applicable return procedure.
If you experience an issue with your order, we encourage you to contact us first so we have the opportunity to help resolve the situation.
9. Incorrect Shipping Information
Customers are responsible for checking that the delivery information entered during checkout is correct and complete.
This includes:
- Full name
- Street and house number
- Apartment or unit number where applicable
- City
- Province
- Postal code
- Country
- Telephone number where requested
If you notice a mistake after placing your order, contact us as soon as possible.
Ideally, please contact us within 24 hours at:
info@oliviaandwilliamottawa.com
We cannot guarantee that an address can still be changed once an order has entered fulfillment.
Olivia and William Ottawa is not responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.
10. Packages Marked as Delivered
If tracking information indicates that your package has been delivered but you cannot locate it, we recommend first:
- Checking around the delivery location
- Asking household members
- Checking with neighbours
- Checking your building reception or mailroom
- Contacting the carrier
If you are still unable to locate your order, please contact us at:
info@oliviaandwilliamottawa.com
We will review the available tracking information and assist where reasonably possible.
11. Exchanges
If you would like a different size, colour, or product, please contact us before returning the original item.
Depending on availability and the circumstances, we may offer:
- An exchange
- A replacement order
- Store credit
- A return followed by a new purchase
Availability cannot be guaranteed.
12. Sale Items
Products purchased during promotions, including the Autumn Revival Sale, remain subject to this Return & Refund Policy unless a product page clearly states otherwise or applicable law requires a different outcome.
A discounted price does not automatically remove your rights under applicable consumer protection laws.
13. Processing Times
We aim to respond to return and refund requests as quickly as reasonably possible.
Processing times may vary depending on:
- The nature of the request
- Whether photographs or additional information are required
- Shipping times for returned products
- Inspection of returned products
- Payment-provider processing times
We may contact you if additional information is required before we can complete your request.
14. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit rights that you may have under mandatory consumer protection laws applicable to your purchase.
Where this policy conflicts with rights that cannot legally be excluded or restricted, those statutory rights will apply.
15. Contact Us
For questions about a return, refund, replacement, cancellation, or other order issue, please contact:
Olivia and William Ottawa
Ottawa, Ontario, Canada