Refund policy

Last updated: 9 October 2026

Returns, withdrawal and refunds

Our 30-day return offer is in addition to your statutory rights. For help or to notify us of a return or withdrawal, email support@olane-brand.com.

Our 30-day return offer

Notify us within 30 calendar days after receiving your order and send the items back within 14 calendar days after your notification. For a voluntary change-of-mind return, items must be unworn, unwashed and undamaged, with supplied tags attached and original packaging where reasonably possible. Trying clothing on to check its fit is allowed. These conditions do not restrict statutory withdrawal or faulty-goods rights.

Statutory withdrawal for EU and UK customers

For eligible online purchases, you may withdraw without giving a reason. Notify us within 14 calendar days after you or your nominated recipient receives the goods; for items from one order delivered separately, the period starts when the last item is received. You may also notify us before delivery. Send a clear statement by email or post, or use the optional form below. Send the goods back within 14 calendar days after notifying us. Dispatching the goods before that deadline is sufficient. You do not need our approval to exercise this right.

How to return an item

Email your name, order reference if known, and the items you wish to return to support@olane-brand.com. If you do not know your order number, provide enough information for us to locate the purchase. Our team will provide the correct return address and shipping instructions. Our business address is for correspondence and is not a parcel return address. Keep your proof of posting; tracked shipping is recommended. Printing a form and giving a reason are optional.

Return forms

English return and withdrawal form
German return and withdrawal form

Return postage and fees

You pay the direct return shipping costs for eligible change-of-mind returns. We do not offer free change-of-mind returns and do not charge a restocking fee. For faulty, damaged, incorrect or not-as-described goods, contact us so we can arrange the appropriate remedy and cover required return costs. Do not pay for a costly shipment before discussing the arrangements with us; this does not prevent you from sending a timely withdrawal notice.

Faulty, damaged or incorrect goods

Please report an issue promptly, with your order details and a description. Photos help where the problem can reasonably be photographed. Reporting delivery damage within seven days helps our investigation, but is not a deadline limiting your statutory claims. We will provide the repair, replacement, price reduction or refund required by applicable law. A store-credit voucher does not replace a monetary refund where one is due. Statutory guarantees remain unaffected, including the applicable minimum two-year legal guarantee for EU consumers.

Refund method and timing

Monetary refunds are made to your original payment method, without a refund fee. Store credit is only used if you choose it and we agree. For an EU statutory withdrawal, we reimburse within 14 calendar days after your notice; we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first. For a UK statutory cancellation, we reimburse no later than 14 calendar days after receiving the goods or evidence of dispatch, whichever occurs first. Where due, refunds include the original standard delivery charge, but not the extra cost of a premium delivery option. Shipping is currently free, so there may be no delivery charge to reimburse. For an eligible voluntary return outside the statutory withdrawal period, we issue the refund within 14 calendar days of receiving the returned goods. We email you when the refund is issued; your bank may need additional time to post it. Contact us if it is missing.

Exchanges and order changes

We do not offer direct size exchanges. Return the eligible item and place a new order for the desired size. This does not limit statutory replacement remedies for faulty or incorrect goods. To request a cancellation or address change, contact us immediately. We will confirm whether fulfillment can still be stopped or changed; an inability to intercept a shipment does not remove any applicable withdrawal right.

Lost deliveries and your rights

If a parcel is lost or delivered incorrectly, contact us. We remain responsible during delivery arranged by us and will provide the appropriate replacement or refund. Nothing in this policy limits mandatory consumer rights. Swiss customers benefit from our voluntary 30-day offer; Swiss law does not provide the same general online withdrawal right as EU law.

Contact for notices

Olane Brand, 185 Tai Kok Tsui Road, Tai Kok Tsui, Kowloon, Hong Kong SAR. +1 305-780-6456.
Email: support@olane-brand.com
Monday to Saturday, 09:00-18:00 HKT; closed on Sundays and Hong Kong public holidays.