Return Policy

Returns and Exchanges Policy — James & Olivia

Customer-Centric Return Philosophy

At James & Olivia, we handle returns on a case-by-case basis with the goal of making our customers genuinely happy. We stand behind our products and want you to love what you receive. We’re committed to treating every customer fairly and reasonably — and we’ve found that when we do, our customers treat us the same in return. Refunds are applied to the original payment method used for purchase.

How To Return

To request a return, please contact our support team at support@jamesolivia.com with the following details:

  • Order Number

  • Item Name

  • Reason for Return

Our friendly team will guide you through the return process.

Return Address

If you're instructed to return an item, please use the following return address:

Return Address:
Contact Person: Wei Xinhong
Address: Lane 1177, Jianlan Road, diagonally opposite the South Gate of Lubao Technology, Yinzhou District
City: Ningbo
Postal Code: 315100
Province: Zhejiang
Country: China

Please ensure your return package is securely sealed and includes your order number or a copy of your receipt for faster processing.
Note: Returns sent to any other address will not be accepted.

Returns Timeframe

We’re confident you’ll love your James & Olivia pieces — but if not, we accept returns for eligible items within 30 days of purchase. A return fee may apply, which can be paid during the return process. If this option is unavailable, a voucher will be issued, and the return cost deducted from your refund.
Please allow 7–10 business days after receipt for your return to be processed.

Return Conditions

To qualify for a return:

  • Items must be unworn, unused, unwashed, and in original sealed packaging.

  • Items showing signs of use or damage may be declined.

Return Cost

*Return Shipping Costs:* Return shipping costs are at customer's expense. Average return costs start from €13.65 for tracked letterbox packages. Exact costs vary by courier. Returns to China may incur higher shipping costs than domestic returns. All returns must be sent to our international warehouse: Wei Xinhong, Lane 1177, Jianlan Road, diagonally opposite the south gate of Lubao Technology, Yinzhou District, Ningbo 315100, Zhejiang, China.

Refunds for Returns

Refunds are issued for the value of the product(s) only. Shipping fees — including express or international — are non-refundable.

Exchanges

At James & Olivia, we’re happy to assist with exchanges. Since returning items to our warehouse in China can be costly and time-consuming, our customer service team can arrange for a replacement.
Please allow up to 12 days for the new item to arrive.
This eco-conscious method reduces packaging waste and shipping emissions — and saves you time.

Bundle Orders

Items sold as part of a bundle must be returned together. Individual items from the bundle cannot be returned separately.

Non-Returnable Items

Products purchased using discount codes, automatic promotions, or marked Final Sale (e.g., over 40% off, clearance items) are non-refundable and non-returnable. Please review your selections carefully before purchasing.

That said, we’ll always do our best to support our customers — and in many cases, we’ll still offer exchanges.

Self-Service Return

If eligible, you may use our self-service return process. Provide your order number and postal code to begin. You’ll be able to select the reason for return and choose between a refund or exchange.

Once approved:

  • A return link will allow you to pay for the return shipping (based on carrier costs)

  • A return label will be emailed to you.

For international returns, we cannot provide a return label. You must ship to the nearest return facility using DDP (Delivered Duty Paid). For exchanges, a gift card will be issued once tracking shows return progress, allowing you to reorder.

Please note: Any fees paid for returns are non-refundable unless your return meets the criteria above (e.g., damaged or incorrect items).

Customs Delays

If your return is held at customs, this is typically due to clearance or paperwork. James & Olivia cannot issue compensation until the item is received and cleared.

Company & Contact Information

Company Name: James & Olivia (Limitless Flow Limited)
Registered Address: RM 509, 5/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong
Registration Number (Chamber of Commerce): 7768877

Customer Support:
📧 support@jamesolivia.com
📞 +447426130474