Returns
You have 14 days from delivery to tell us that you wish to return an item. Start through our Returns Portal: https://returns.richcommerce.co/return/new?utm_source=merchant_panel&c=reinaolga
If one order arrives in several parcels, the period runs from receipt of the last item. After notifying us, send the goods back within 14 days of your notice.
If the portal is unavailable, email help@reinaolga.com before the 14-day period expires, with your order number and the items concerned.
You may inspect and try on an item only as you would reasonably do in a shop. Please return it unworn beyond that inspection, unwashed, undamaged, free of odour, stains, make-up and sunscreen, with original tags attached and with any hygiene seal intact.
Try swimwear on over your own underwear and do not break the hygiene seal while deciding. A broken hygiene seal may end the right to return only where genuine hygiene or health-protection reasons apply; this is assessed case by case. Swimwear is not automatically non-returnable merely because it is swimwear.
Sale, promotional and discounted items — including discounts of 15% or more — may be returned on the same basis as full-price items. A discount alone is never a reason to refuse a return. An item described as “final sale” remains returnable where a mandatory statutory right of withdrawal applies.
We do not currently offer direct exchanges. Return the unwanted item and place a new order. Your return is not conditional on placing a replacement order.
Return shipping cost
For change-of-mind returns, the direct cost of returning the goods is your responsibility where that cost was disclosed before purchase. When you use our return service, this flat fee is deducted from the amount otherwise refundable:
• EU/EEA (excluding the UK and Switzerland): €15
• United States: US$19
• United Kingdom, Switzerland and Rest of World: €65
We bear the return cost for faulty, damaged, misdescribed or incorrect goods. If a return fee was not clearly disclosed before purchase, we will not charge it where the law makes prior disclosure a condition.
Refunds
Approved refunds are issued to the same payment method used for the purchase. We do not impose a voucher, gift card or store credit instead of a monetary refund.
You may instead expressly choose store credit worth 115% of the price actually paid for each approved returned item. This option is voluntary.
Where required by applicable law (including EU/EEA and UK statutory withdrawals of the whole order), we also refund the least expensive standard outbound delivery that was available for that order. Any premium paid for express or upgraded delivery is not refunded. Any separately refundable original standard-delivery charge is returned to the original payment method unless you expressly agree otherwise.
We process refunds without undue delay. For EU/EEA and UK statutory withdrawals, the refund is made no later than 14 days after we are informed of your decision to withdraw. We may withhold it until we receive the goods or you provide evidence that you sent them back, whichever occurs first.
Original import duties, taxes and customs-clearance charges paid to a government, courier or other third party are not refunded by Reina Olga unless applicable law requires otherwise.
