Returns and Exchanges

 Ollie is committed to offering safe products in perfect condition. If you are not completely satisfied with your purchase on our website, you can request an exchange or return and receive a refund. Your statutory rights are guaranteed. Exchange requests (as a commercial courtesy) are subject to eligibility checks and product availability. This does not affect your right of withdrawal, except for sealed cosmetics that are not suitable for return for health or hygiene reasons once unsealed. 

Scope: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and the United Kingdom (England, Scotland, Wales, and Northern Ireland). 

  

1) Where can I request an exchange or return?  

To request a return or exchange, please write to contact-europe@olliesuncare.com with the following details:  

  • Specify whether you want an exchange or a refund;  

  • Reason (whether it is right of withdrawal, defect, or another reason) 

  • Product to be returned (include a photo showing its current condition);  

  • Email used for the purchase;  

  • Order number. 

  

2) Right of withdrawal  

Deadline to notify us: up to 14 days after delivery.  

Observation: For health and hygiene reasons, sealed products can only be returned if the seal has not been broken after delivery. The right of withdrawal does not apply once the seal has been broken after delivery. 

  

3) Exchanges for shade/variant/preference 

  • Request window: within 14 days of delivery. 

  • How it works: submit your request as set out in Section 1; we’ll review eligibility and always reply with a decision and next steps. 

  • Note: exchanges remain subject to applicable consumer law and to the hygiene-seal exception set out in Section 2. 

  

4) Faulty, damaged, or incorrect items 

For faulty items please contact us promptly with photos as described in secton 1. We will get back to you with all the information regarding your request, the next steps and offer a replacement or refund. 

  

5) Refunds 

  • Method: the same payment method used for the original order (unless we agree otherwise; no fees). 

  • Timing: up to 14 days after your withdrawal notice; we may withhold until we receive the goods or proof of shipment. 
     
     
    6) What should I do if I notice a reaction when using an Ollie product? 

  • Stop using the product and contact our customer support team. 

  • Please send us the details and evidence of the reaction experienced. 

  • After the analysis, we will provide guidance on how to return the product. We do not offer exchanges in cases of adverse reaction claims. 

 

  • What do you need to know about our support process? 

  • Our initial support team will request the main information about your case. Additionally, you will be asked to complete a form with more detailed information through a link. Completing this form is essential for us to proceed with your case. 

 

  • What is this link and why is it important? 

  • This link is our data collection form for key information. It serves as an official record and helps us better understand what happened. 

 

  • After completing the form, within up to one business day, you will be contacted by our specialized team, who will handle your case directly with the care and attention it deserves. 

  • This team will support you through the entire process until your case is resolved. 

 

7) What should I do if the carrier didn’t pick up the product or if I couldn’t drop it off at a collection point? 

  • If your purchase is still within the 15 calendar-day return period, counted from the delivery date of the order, please contact us via email at contacto@miollie.co and request a new code, including your order number and the return/exchange request number. 

  • Your request will be reviewed before proceeding.