Return Policy

OLOL Gift Shop does not offer refunds for goods purchased due to incorrect choice. However, at its discretion, OLOL Gift Shop may issue a store credit voucher for the return of goods, provided the following conditions are met:

• The goods are returned in their original, unopened packaging within 14 days from the dispatch/collection date.
• All associated delivery and handling fees are borne by the client.
• OLOL Gift Shop reserves the right to charge a processing fee for such returns, which will be deducted from the value of the credit voucher.
• The client is responsible for all delivery and handling fees, which will not be included in the value of the credit voucher.
• No credit vouchers will be issued for goods purchased on sale, as part of a stock clearance, or for non-returnable items (see exceptions below).

Claims for Short Delivery, Missing Parcels, or Damaged Goods

If the client receives goods that are damaged, there is a short delivery, or parcels are missing, the following procedure must be followed:

The claim must be submitted to OLOL Gift Shop in writing within 48 hours of delivery, along with a copy of the original order. The client acknowledges this as a reasonable timeframe for inspecting the goods and notifying OLOL Gift Shop of any discrepancies.

In cases of damaged goods, the client may be required to return the items (as detailed below). If goods are found to be damaged or defective upon inspection, OLOL Gift Shop will either replace the items or issue a full refund, depending on the situation and stock availability.

Return of Damaged Goods

If requested by OLOL Gift Shop, the client must return any damaged or faulty goods using a courier or insured delivery service (such as Australia Post Registered Mail with a signed receipt). The reasonable cost of returning damaged goods will be borne by OLOL Gift Shop.

Exceptions: Non-Returnable Items and Items with Return Limitations

Certain items may not be eligible for return or exchange. These may include, but are not limited to:

• Goods sold on sale or as part of a clearance.
• Items that have been opened or used.
• Custom or personalised products, unless defective.
• Perishable goods (e.g., food or flowers).

Exchanges and Refunds

Exchanges are available only for items that are defective, damaged during shipping, or incorrectly supplied. In such cases, the client may request an exchange for the same or an equivalent item, or a full refund may be issued.

Jewellery may be exchanged within 14 days of purchase, provided the following conditions are met:

• The jewellery has not been worn or used.
• The jewellery is returned in its original packaging.
• The jewellery is in the same condition as when purchased.

Please note that OLOL Gift Shop will not accept responsibility for any damage made to jewellery after purchase.

Refunds for eligible returns will be processed to the original method of payment. Please note that it may take several business days for the refund to appear on your account, depending on your payment provider.

Contact Information for Returns, Claims, and Queries

For any return requests, claims, or questions regarding products, delivery issues, or refunds, please contact the OLOL Gift Shop Customer Service Department at:

• Phone: (02) 8898 1525
• Email: giftshop@olol.org.au

Customer service representatives are available to assist with any concerns and guide you through the return or claims process.

Please keep your receipt as proof of purchase.