Sweetheart Neckline Midi Wedding Dress Klouzi

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

• Items purchased through oliviabottega.com may be returned within 7 days of delivery.
• Items must be in new, unworn condition with original tags attached.
• Items that are missing tags or that have been worn or damaged in any way are considered final sale and may not be returned.
• Any damaged or worn items returned will not be refunded.
• Items must be free from makeup, deodorant marks, alterations, odors, stains, or any other signs of wear to be eligible for a refund. An original package is preferred.
• Shipping, duties, and taxes are non-refundable.
• Return shipping charges and duties are the responsibility of the buyer.
• Item must be received back at Olivia Bottega within 7 days of delivery. Returns received after that point will not be refunded or credited.
• Please allow up to 10 days from the time your return arrives at our facility for our team to inspect and process your return. You will be notified via email when the return has been processed.
• We reserve the right to cancel customer orders if we identify unusual or excessive returns activity.
• If you have additional questions about the return process or experienced difficulties while submitting the return, please contact your bridal assistant or via email at ask@oliviabottega.com.

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: 

1. 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.
2. For short dresses the length is not shorter than 17 inches (45 cm).
3. Goods that we have in stock can be returned regardless of size.
4. The dress does not have custom changes.

Items not eligible for returns:

1. Custom or personalized orders. 
2. Goods size 16+ (In stock and ready to ship dresses can be returned regardless of the size).
3. Accessories: veils, coats, sweaters, face masks, jackets, detachable sleeves.
4. Items marked as sale or purchased with a promotional code.
5. Items damaged or soiled when in the buyers possession.

If you purchased a dress that is returnable, but it may become non-returnable when your order is confirmed, if changes were made to the order such as those mentioned in the paragraphs above (customization, made-to-measure dress of 16+ size and ect.). 

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.

1. Buyer emails their return request to Olivia Bottega within the 7 days of receiving their item. To start a return email us at ask@oliviabottega.com. 
2. 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.
3. 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).
4. We will call a DHL courier for you to pick up the goods for return.
5. 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.
6. Olivia Bottega will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
7. 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 ask@oliviabottega.com. 

• Returns are processed on business days Monday to Friday from 9:00am-4:00am CEST. 
• The time to process the return is 1-2 business days.

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.

Order cancellation

• After order confirmation, you may cancel your order free of charge for any reason within 3 days. After that, there will be a $50 cancellation fee.
• If you want to cancel the order 8 days after approval of the order by the manager (for made-to-order items), 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).

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. 
• If you order accessories together with the dress, the delivery is also free. That's why we recommend you to order accessories together with the dress in one order.

Processing Time 

1. As a rule takes us 3-12 weeks to make a dress (depends on a particular style). 
2. The processing time starts from the moment of confirmation of the order by manager via email. 
3. 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.

ASAP Orders

We can offer rush orders for extra charge if you need the dress to be made within two or three weeks (made-to-order dresses). For some dresses, the ASAP order option is not available . Please contact us for a more precise information, we are always ready to help and find options!

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.