1. Returns & Refunds
Our goal is to provide a stress-free shopping experience, make sure you love your purchase, and be here for you as your plans evolve.
If you'd like to return an item, just follow the steps below. Need help? Contact us and one of our expert stylists in customer service will text you back! Texting allows you to go about your day and respond at your leisure.
What's Included
Olivia Bottega offers a risk-free 7 calendar day return policy (from the moment you receive your package) to return the item. Our return policy is valid on all of the dresses for a $100-$220 return fee (depends on a weight of the particular dress)*.
Returns & Exchanges Policy
Returns: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging.
Exchanges: WE DO NOT ACCEPT EXCHANGES.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We accept returns:
- The dress is not exceeding size 14 and dress length is no shorter than 43 inches (110 cm), including if the dress is made according to individual measurements.
- For short dresses the length is not shorter than 17 inches (45 cm).
- Goods that we have in stock can be returned regardless of size.
- The dress does not have custom changes.
Items not eligible for returns:
- Custom or personalized orders.
- Goods size 16+ (In stock and ready to ship dresses can be returned regardless of the size).
- Accessories: veils, coats, sweaters, face masks, jackets, detachable sleeves.
- Items marked as sale or purchased with a promotional code.
- Items damaged or soiled when in the buyers possession.
Olivia Bottega shall have no obligation to accept any item that is returned damaged, soiled, notably worn, or missing items or attachments. Reasonable wear and tear* from trying on the dress may be considered by the Olivia Bottega team.
Also we are ready to discuss each individual issues and find a way out of any situation.
How to Return an Online Purchase
If provided, all other items or attachments shipped with the purchased dress must be included with your return. This includes items such as belts, veils, detachable sleeves, bows, or any designer packaging like authenticity cards, price tags, dust bags, garment bags, etc.
- Buyer emails their return request to Olivia Bottega within the 7 days of receiving their item. To start a return email us at shipping@oliviabottega.com. If you want to cancel the order 8 days after the order, then we will withhold our expenses for the purchase, cutting of fabric and other work that we have already done (10-50% of the price of the product).
- If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Buyer carefully packs item(s) for shipping. The original garment bag or protective packaging used by the seller must be returned (unless it is insufficient).
- We will call a DHL courier for you to pick up the goods for return.
- Send the item back within 14 days of delivery or receiving. Buyer ships the item within 48 hours after receiving the label. Returns that are posted for shipment after the 48 hour deadline will not be accommodated and will be considered a final, non-returnable sale.
- Olivia Bottega will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
- If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at shipping@oliviabottega.com.
Conditions of Return
If the item is not returned in its original condition, the buyer is responsible for any loss in value.
A brand new item may show gentle signs of being handled. When a dress is tried on or packaged/unpackaged to ship, it is reasonable to expect some signs of acceptable wear and tear during these actions.
Within reason, Olivia Bottega considers acceptable signs of wear to be small - both in size and amount - and easily remedied. This means that they can be easily cleaned or brushed off, taken off with a lint roller, trimmed with scissors, or sewn back on (etc).
Examples:
- loose threads
- marks from touching other objects or the floor
- pet fur
- dust
- missing or loosened buttons, beads, or gems
Concerns of this nature will be assessed on an individual basis by our team. The return fee will not be waived for minor items that can be easily fixed (replacing a jewel, replacing a button, minor light marks that can be easily cleaned off etc)
When Damage Is Not Reversible
We understand how upsetting it can be for our brides when a dress is found to have damage or blemishes.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.
2. Shipping Policy
We offer worldwide delivery. All international orders are sent via DHL which takes between 2-18 business days to arrive. Our Dispatch team will send you tracking information so you can track your package.
Shipping Costs
We provide free shipping on all dresses. Shipping costs on other items (accessories) are calculated at checkout.
Processing Time
- As a rule takes us 3-12 weeks to make a dress (depends on a particular style).
- The processing time starts from the moment of confirmation of the order by manager via email.
- The time we need to prepare an order for shipping varies. For details, see individual items.
Estimated delivery time:
- USA, Canada: 4-11 business days
- Europe: 2-11 business days
- Australia, New Zealand and Oceania: 6-18 business days
We'll do our best to meet these shipping estimates.
Customs and import TAXES
Buyers are responsible for any customs and import taxes that may apply. We not responsible for delays due to customs.
Shipping Information
If you have any questions about shipping you can us at email shipping@oliviabottega.com.
Order Status
For details on your order, please email us shipping@oliviabottega.com.
Frequently Asked Questions
At Olivia Bottega, we want you to feel confident in your purchase from us. Read through our frequently asked questions to learn more about us and how we work.
FAQs
Who is Olivia Bottega?
Olivia Bottega started as a husband and wife team and has since expanded into a flourishing custom wedding dress boutique. Learn more on our About Us page.
How do I get started?
Start finding your dream wedding dress in a variety of ways:
- Start with our Catalog and filter the results to your preferences
- View our Bridesmaids Dresses to get a feel for how your wedding party can look
- Contact us to speak with a designer and begin bringing the vision of your dress to life
You can also browse Our Blog for inspiration.
Can I really customize everything?
Most dresses can be customized! However, some dresses will have limitations with what can and cannot be customized. For example, with some dresses, you cannot mix-and-match the skirt and top. Other dresses you may not be able to swap buttons for zippers because it would compromise the structural integrity of the dress. In general, the possibility of customization depends on the dress and how you want to make changes.
For the most part, however, if you want something changed, we can make it happen. Just get in touch with us to get started!
How long will my dress take to make?
Depending on the level of customization, our production time is anywhere from 3 weeks to 2 months. Once your design is finalized, your designer will be able to provide you with a more specific estimate.
Once my dress is finished, how long does shipping take? When can I expect my dress to arrive?
This depends completely upon where you live. Generally speaking, our shipping times are as follows:
- USA: 4–11 business days
- Europe: 2–11 business days
- Australia, New Zealand and Oceania: 6–18 business days
We do our best to meet these shipping times but cannot guarantee them. We strongly recommend ordering your dress as far in advance of your wedding day as possible. For more information, please see our Shipping Policies page.
How does your return process work?
You can return a custom-made dress if it does not contain personalized changes and does not exceed size 14. We accept returns if the dress was sent out of stock (no matter the size). Please see our Returns Policy for details.
Can I try on the dress before buying it?
Our stores are located in Russia and we would be glad to see you there! Sorry, we do not ship fitting dresses to other countries. However, we will create and ship dresses all over the world. Please check out our reviews page to hear from brides who have found their dream dress with us!
Can I see the fabric before ordering?
Absolutely! We can send fabric samples for dresses that you are fond of.
