Refund policy

Refund & Return Policy

The rules that apply to your order depend on the delivery address.

• Section A – European Union, EEA and United Kingdom: Eligible consumers generally have a statutory 14-day right of withdrawal for online purchases. Return shipping costs are paid by you unless applicable law provides otherwise.
• Section B – United States and other international destinations: Change-of-mind returns are subject to the rules stated below and applicable local consumer law. Nothing in this policy excludes rights that cannot legally be excluded.
• Section C – Problems with your order: Damaged, defective, incorrect, missing, or undelivered orders are handled separately.
• Section D – General conditions: Additional conditions apply to all orders, subject to mandatory consumer law.

Section A – European Union, EEA and United Kingdom: 14-Day Right of Withdrawal

A1. Your Right to Withdraw

If you are a consumer and your order was delivered in the European Union, Norway, Iceland, Liechtenstein, or the United Kingdom, you generally have the right to withdraw from your online purchase within 14 days without giving a reason.

The withdrawal period begins on the day you, or a person designated by you other than the carrier, receives the goods. If your order is delivered in multiple parcels, the period generally begins when you receive the final parcel.

This right applies to consumer purchases and does not generally apply to purchases made exclusively for business purposes.

Your statutory rights remain subject to the exceptions and conditions provided by applicable law.

A2. How to Request a Return

To exercise your right of withdrawal, email info@olyxfashion.com within the applicable 14-day period.

Please include:

• Your order number.
• The item or items you wish to return.
• A clear statement that you wish to withdraw from the purchase.

We will confirm receipt and provide the applicable return address and instructions, normally within 1–5 business days.

Please wait for our return instructions before sending your parcel. Return addresses may vary depending on the order and fulfillment location.

Sending a return without prior notification or to an address other than the one provided may cause delays or prevent the return from being processed correctly.

A3. Returning Your Items

You must send the goods back no later than 14 days after notifying us of your withdrawal.

You are responsible for the direct cost of returning the goods unless applicable law requires otherwise. We do not normally provide prepaid return labels for change-of-mind returns.

We recommend using a tracked shipping service and retaining your proof of postage.

Please package your items securely. Return parcels sent with postage due, freight-collect charges, or unexpected charges payable by us may be refused where legally permissible.

If a return parcel is lost, contact your carrier and retain your proof of postage. Your statutory rights remain unaffected.

A4. Condition of Returned Items

You may inspect and try on an item to the extent reasonably necessary to establish its nature, characteristics, and functioning, as you would in a physical shop.

For footwear, we recommend trying the shoes on indoors on a clean surface.

Please return items with all original tags, accessories, laces, inserts, dust bags, and packaging where applicable.

For footwear, place the original shoebox inside a protective shipping box. Do not attach shipping labels, tape, or writing directly to the shoebox.

If an item has been handled beyond what is necessary to inspect it and its value has consequently diminished, we may make a deduction from your refund to reflect that loss in value, where permitted by applicable law.

Examples may include:

• Visible wear, dirt, or scuffing.
• Damage caused by use beyond reasonable inspection.
• Missing accessories or tags.
• Significant damage to the original packaging.

Any deduction will be proportionate to the actual loss in value and will not remove your statutory rights.

A5. Refunds

If you validly withdraw from your purchase, we will refund the payments required by applicable law, including the cost of our standard delivery option where the law requires it.

Our standard shipping is free.

Refunds will be made using the original payment method unless you expressly agree otherwise or applicable law requires a different arrangement.

Where required by law, we will issue the refund within 14 days after being informed of your withdrawal. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

In practice, refunds are generally processed within 5 business days after the returned goods have been received and inspected, although the payment provider or bank may require additional time to display the funds.

If you return only part of an order purchased under a bundle promotion, multi-item discount, or free-gift offer, we may recalculate the promotion in accordance with its original terms, provided this is permitted by applicable law.

A6. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply to certain categories of goods where an exception under applicable law applies.

These may include:

• Personalised or custom-made products.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for this exception are met.

Any exception will be applied only where legally permitted.

A7. Exchanges

We do not normally offer direct exchanges.

If you need a different size, you may request a return under this section and place a new order for the desired item.

This does not affect any mandatory consumer rights you may have.

A8. Legal Guarantee

Your right of withdrawal is separate from your statutory rights concerning defective or non-conforming goods.

Consumers in the EU and EEA generally benefit from statutory legal guarantees, with the applicable duration and remedies determined by national law. In the United Kingdom, consumer rights are governed by applicable legislation, including the Consumer Rights Act 2015.

Please see Section C for information about defective, damaged, or incorrect orders.

Section B – United States and Other International Destinations

B1. Change-of-Mind Returns

For orders delivered outside the EU, EEA, and United Kingdom, including the United States, Canada, Switzerland, Australia, Japan, Singapore, and New Zealand, Olyx Fashion does not generally offer voluntary change-of-mind returns, exchanges, or refunds.

This means we may decline requests based solely on reasons such as:

• An item no longer being wanted.
• Choosing the wrong size or colour.
• An item not matching personal expectations where it is otherwise as described.
• Changing your mind after dispatch.

This policy does not apply where a return, refund, cancellation, or other remedy is required by applicable consumer law.

Damaged, defective, incorrect, missing, or undelivered orders are addressed separately under Section C.

B2. International Shipping and Order Costs

International orders may involve individual shipping, fulfillment, customs processing, and other logistics costs.

Please review the product description and available size guide carefully before ordering. If you are unsure about sizing or product details, contact us at info@olyxfashion.com before placing your order.

Any shipping or customs-related charges will be handled in accordance with our Shipping Policy and applicable law.

B3. Cancelling or Changing an Order

You may request a cancellation or change within 5 hours of placing your order by emailing info@olyxfashion.com with your order number.

We will make reasonable efforts to accommodate requests received within this period, but a cancellation or change cannot be guaranteed if processing or fulfillment has already begun.

Once an order has been dispatched, it generally cannot be cancelled through our standard order-processing procedure. This does not affect statutory cancellation or withdrawal rights that apply under mandatory law.

B4. Problems With Your Order

If your item arrives damaged, defective, or different from what you ordered, or your parcel does not arrive, please contact us under Section C.

Where possible, report visible damage or discrepancies within 7 days of delivery so that we can investigate promptly and contact the relevant carrier or fulfillment provider.

This requested reporting period does not restrict any statutory rights or remedies available to you under applicable law.

B5. Exceptional Returns

In circumstances where a voluntary return is not otherwise available, we may consider an exception at our discretion.

Any such arrangement must be confirmed by email before you send the goods back.

Where an exception is approved, we will confirm the return conditions, any applicable costs, and the refund or store-credit arrangement in writing.

Any deduction for shipping, customs, handling, or other costs will be disclosed in advance and applied only where lawful.

Returns sent without the necessary instructions may be delayed or refused where permitted by law.

B6. Mandatory Local Consumer Rights

Nothing in this policy excludes or restricts mandatory consumer rights that apply in your country of residence.

Where local law grants you a right to cancel a distance purchase, return an item, or obtain a refund that cannot legally be excluded, that right will prevail over any conflicting provision in this policy.

Section C – Problems With Your Order

This section applies to orders delivered worldwide.

C1. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order when it arrives.

If your item is damaged, defective, incorrect, or incomplete, email info@olyxfashion.com and provide:

• Your order number.
• A short description of the issue.
• Clear photographs of the item and any visible damage.
• Photographs of the original packaging and shipping label, where relevant.

Please retain the packaging until the matter has been reviewed, as it may be required for a carrier investigation.

We ask customers outside the EU, EEA, and UK to report delivery issues within 7 days where possible. Customers in the EU, EEA, and UK are also encouraged to report visible transit damage promptly.

These requests help us investigate claims efficiently and do not shorten any applicable statutory guarantee or consumer protection period.

After reviewing the evidence, we will advise whether the item needs to be returned. Where we require a return for a valid defect or fulfillment error, we will explain the return arrangements and cover or reimburse reasonable return costs where required by law.

Depending on the circumstances and applicable law, available remedies may include a replacement, repair, refund, or another appropriate solution.

Normal wear and tear, damage caused by misuse, and issues arising from use beyond reasonable inspection are not generally considered manufacturing defects.

Minor cosmetic variations that do not affect the product’s functionality or materially differ from its description may also not constitute defects. However, this assessment will always be subject to applicable consumer law.

C2. Delayed Parcels or Tracking Not Updating

Tracking information may not update for several days while a parcel moves between distribution hubs, undergoes customs processing, or awaits a carrier scan.

A temporary lack of tracking updates does not necessarily mean that a parcel is lost.

In some cases, delivery may take up to 25 business days, as explained in our Shipping Policy, although delivery times can vary.

If your parcel appears delayed, email info@olyxfashion.com with your order number. We will review the available tracking information and provide assistance.

Nothing in this section limits your legal rights if a parcel is lost or delivery is unreasonably delayed.

C3. Tracking Shows Delivered but You Have Not Received Your Parcel

If your tracking information shows that your parcel has been delivered but you cannot find it, please allow up to 24 hours for any delivery-scanning discrepancy to be resolved.

You should also check:

• With household members or neighbours.
• Your building’s reception, mailroom, or designated safe place.
• The collection point identified by the carrier.
• Any delivery photograph or other information provided by the carrier.

If the parcel remains missing, contact us at info@olyxfashion.com with your order number and tracking details.

We may investigate the issue with the carrier and request additional delivery information.

A delivery scan alone does not automatically remove any obligations that apply to us under consumer law. We will assess the circumstances and applicable legal requirements before determining the appropriate resolution.

C4. Incorrect or Incomplete Delivery Address

Please check your delivery address carefully before completing checkout.

If an address is incorrect or incomplete, contact us as soon as possible. We will attempt to correct the details if the order has not yet been dispatched and the change is still possible.

Where a delivery fails because of an address error supplied by the customer, additional shipping or return costs may apply if permitted by law and disclosed appropriately.

If a parcel is returned to us, we will contact you to discuss the available options, including reshipment where possible.

Section D – General Conditions

D1. Order Cancellations

You may request an order cancellation or change within 5 hours of placing your order by emailing info@olyxfashion.com.

Requests received after this period may not be possible to accommodate if fulfillment has begun.

Once an order has been dispatched, standard order changes and cancellations are generally unavailable. However, consumers may still exercise any applicable statutory withdrawal or cancellation rights.

For EU, EEA, and UK consumers, please refer to Section A.

For other destinations, please refer to Section B and the mandatory laws applicable to your order.

D2. Refused, Uncollected, or Undeliverable Parcels

Please accept delivery or collect your parcel within the carrier’s designated holding period.

If a parcel is refused, left uncollected, or becomes undeliverable, contact us so that we can determine what has happened and discuss the available options.

Where legally permitted, if the parcel is returned to us, any refund may be reduced by reasonable, documented costs directly resulting from the failed delivery and return transport.

Any handling charge must be disclosed and legally permissible. We will not apply deductions that would unlawfully restrict your statutory rights.

For consumers with a statutory right of withdrawal, refusing delivery or failing to collect a parcel does not necessarily constitute a valid withdrawal notice. Please notify us explicitly by email if you wish to withdraw from your purchase.

D3. Customs and Import Procedures

International parcels may be subject to customs inspection, import procedures, or other requirements imposed by local authorities.

Delivery times may be affected by these procedures.

Customers must cooperate with lawful customs or delivery requests where required. However, responsibility for customs-related issues, additional charges, undelivered parcels, and any resulting remedies will be determined by our Shipping Policy and applicable law.

We will assess cases involving customs delays, refusal of entry, or seizure individually, taking account of the circumstances and any mandatory consumer rights.

D4. Refund Processing

Refunds will generally be made to the original payment method used for the order, unless another method is agreed or required by law.

If you paid through a third-party payment provider, such as PayPal or Klarna, the refund will generally be processed through that provider.

Your bank or payment provider may require additional time to display the refunded amount.

Refund timing will follow the applicable statutory requirements and the relevant provisions of Sections A and C.

D5. Returns That Do Not Meet the Conditions

We may decline a voluntary return that does not meet the applicable return conditions, where permitted by law.

Examples may include items showing use beyond reasonable inspection, returns sent without required instructions, or items missing components that were originally supplied.

Where a deduction is legally justified because an item has diminished in value, we may deduct the appropriate amount from the refund.

We will not use this provision to exclude a consumer’s mandatory statutory rights.

D6. Disputes and Complaints

If you have a concern about an order or refund, please contact us first at info@olyxfashion.com.

We will review your request and aim to resolve the issue fairly and promptly.

Consumers may also contact the relevant consumer protection body, mediation service, or dispute-resolution authority in their country of residence where available.

Nothing in this policy prevents you from exercising your legal rights or pursuing a complaint through an appropriate authority.

D7. Contact Information

For questions about returns, refunds, cancellations, defective products, or delivery issues, contact us at:

Business name: HBL GLOBAL LTD

Trading name: Olyx Fashion

Company number: 17440658

Registered office: 128 City Road, London EC1V 2NX, United Kingdom

Website: https://olyxfashion.com

Email: info@olyxfashion.com

We aim to respond to customer inquiries within 1–5 business days. Response times may vary depending on the nature and complexity of the request.

Please include your order number in all order-related correspondence so that we can assist you efficiently.

Final Provision

By placing an order, you acknowledge that you have had the opportunity to review this Refund & Return Policy.

If any provision of this policy conflicts with mandatory consumer protection law applicable to your purchase, the mandatory legal provision will prevail. All other provisions will continue to apply to the extent permitted by law.