WHAT IF I DON'T LOVE MY STUFF?
- We're sorry to hear you don't love your order! Unfortunately, all sales are final. Due to the nature of our products, we do not offer refunds or exchanges.
- Please note: items ordered on Olacandy.com cannot be returned or exchanged at any of our retail partners.
CAN I CHANGE MY ORDER AFTER I'VE PLACED IT?
- Unfortunately, we are not able to modify any orders. If you need to change your order, please cancel it and place another order with us.
CAN I CANCEL MY ORDER AFTER I'VE PLACED IT?
- If you want to cancel your order, please email us as soon as possible at firstname.lastname@example.org. We may be able to cancel your order depending on the time and date it was placed.
UNDER WHAT CONDITIONS CAN I RETURN/ REPLACE MY PRODUCT?
- Wrong product delivered
- Expired product delivered
- Damaged product delivered – Physical damage/ tampered product or packaging
- Incomplete order – missing products
I HAVE RECEIVED A DAMAGED OR DEFECTIVE ITEM/WRONG PRODUCT IN MY ORDER, HOW SHOULD I PROCEED?
Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:
- Step 1: Contact our Customer Support team via email (email@example.com) within 5 business days of receiving the order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
- Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.
UNDER WHAT CONDITIONS RETURN/ REPLACEMENT REQUESTS WILL NOT BE ACCEPTED?
- Opened/ used/ altered products.
- Original packaging (mono cartons, labels, etc.) missing.
- Serial Number is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- Free product provided by brand
- The return/ replacement request is generated after 7 days from the date of delivery.
- The damaged/ missing product is reported after 2 days from the date of delivery.
Please note: although we have tried to accurately show the actual color of the products, there may be a slight variation based on the operating system you are using.
STEP TO RETURN/REPLACEMENT -
- Step 1: Raise a return/ replacement request within 48 hours from the date of delivery, if you’ve received missing/wrong/expired/damaged product(s).
- Please raise a request dropping an email to firstname.lastname@example.org. Please mention the order id and the reason of return/replacement.
- Step 2 – Allow us 2 working days to review your return request. However, we will try our best to address your concern on the same day.
- Step 3 – After reviewing your return request, we will send our courier partner to pick up the products delivered to you.
- Step 4 – After your product(s) is received, we will verify it against the claim and initiate the replacement or refund accordingly. Please note that replacement will depend upon the stock availability.
- Step 5 - Refunds (if applicable) will be processed within a maximum of 7 working days from the date of receiving the returned products.
HOW WILL I GET REFUNDED FOR THE RETURNED ORDERS AND HOW LONG WILL THIS PROCESS TAKE?
In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
- For payments done through credit/debit cards or net banking ,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
- For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 5-6 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
- In addition, we also provide the hassle-free option of refund through Esskay Beauty coupons, which can be used during future purchases.
In case any person within our team contracts Covid or if there is a government lockdown or other imposed restrictions then we will have to pause operations at the atelier. In case there are any pending orders at the time, we will fulfil and ship them once we resume operations and will keep you updated on all developments.