Return & Refund Policy

Order Cancellation

You may cancel any order before it is shipped. If your order has already been paid and you need to modify or cancel it, please contact us within 12 hours of placing your order. Once the packaging and shipping process has started, orders can no longer be cancelled.

Refunds

We offer a 100% money-back guarantee on products that are defective or damaged during shipping. Simply notify us, and we will provide a return address for a replacement or refund, depending on your preference. If you are unsatisfied with your order for any reason, please reach out to our support team, and we will do our best to assist you.

Refunds will not be issued if:

Your order does not arrive due to factors within your control (e.g., providing the wrong shipping address).

You can submit refund requests within 14 days after the guaranteed delivery period (30 days) has expired. Please do so by sending a message on our Contact Us page or emailing us at contact@olibacosmetics.com.

Exchanges & Returns

You may request a refund for regular-priced items within 14 days of delivery. For items purchased with a promotional voucher or at a discount, you likewise have 14 days to request a refund. Custom, bespoke, or made-to-order items are final sale and cannot be returned.

To request a return, follow these steps:

Contact us at contact@olibacosmetics.com with details of your order.
Our team will reach out to you with return authorization and further instructions.

Please note that products must be returned in unused condition with all labels and original packaging intact and in re-sellable condition. We reserve the right to refuse returns that do not meet these conditions.

Customers are responsible for paying the shipping costs for returning all orders. We are unable to provide prepaid shipping labels for returns at this time.

Refunds for returned merchandise will be issued within two weeks of receipt of the returned product to the original purchaser's credit card. Original shipping costs, duties, and taxes are not refundable. Items purchased online cannot be exchanged or refunded in person.

Damaged Goods/Claims

Many of our products, including balms, gels, soap bars, and other items, are handmade and possess unique characteristics. Small imperfections are often inherent to the natural materials we use and contribute to the uniqueness of each product. However, if your item arrives damaged, please contact us immediately.

Sometimes shipping temperatures can affect the final consistency of our products, such as balms or creams. Please allow us to send a replacement if you think this could have happened to you.

To submit a claim:

Write to us at contact@olibacosmetics.com using the email you used to place your order.
Upload photos of the damage, the box, and the item label, and describe the issue.

Our team will contact you with return authorization and further instructions. Damaged goods must be reported immediately upon receipt. Faulty items will be replaced with the same product, subject to availability.

For any questions about our Returns & Refunds Policy, please feel free to contact us via email at contact@olibacosmetics.com.