Effective date: 01.01.2026

Return policy

At SAINT’ OLIVEIRA, we offer both exclusive made-to-order bespoke pieces and curated collection items. Our Return Policy reflects the unique nature of each product type to ensure clarity and fairness.

  1. Eligibility for Returns

Collection Items:

  • Eligible for return within 20 calendar days of delivery.

  • Must be unworn, unused, unaltered, and in original saleable condition with all packaging and proof of purchase.

Bespoke and Custom-Made Items:

  • Due to their personalized nature, bespoke, engraved, personalised, or custom-made items are non-returnable, except if damaged or faulty upon delivery.

We reserve the right to refuse returns that do not meet these conditions.

  1. Return Process

To initiate a return, contact our Client Services team within the return window:

Return instructions and prepaid labels (where applicable) will be provided. Returns without prior approval may be rejected.

  1. Return Shipping Costs and Responsibility

  • For eligible collection item returns, we provide complimentary return shipping via prepaid label.

  • Customers arranging their own shipping must use a tracked and insured service; we are not responsible for lost or damaged returns.

  • For bespoke item returns (only if faulty) or returns outside the window, customers bear all shipping costs.

  • International customers are responsible for any customs duties, taxes, or import fees related to returns.

  1. Inspection and Refunds

  • All returns undergo inspection to confirm eligibility.

  • Approved refunds are issued to the original payment method within 10–14 working days of receipt.

  • Partial refunds may be issued for items showing wear or missing components.

  • Shipping and handling fees are non-refundable.

  1. Exchanges

  • Exchanges are available for collection items only, subject to availability.

  • Processed after receipt and approval of the returned item.

  • Customers are responsible for return shipping unless the exchange is due to our error.

  1. Damaged or Faulty Items

Report damaged or defective items within 7 days of delivery with photos and details.

  • We will arrange repair, replacement, or refund as appropriate.

  • Returned damaged items must be securely packaged and insured.

  1. Non-Returnable Items

Bespoke, personalised, engraved, or custom-made items (unless faulty) are non-returnable.

  • Items marked as non-returnable at purchase are excluded from returns.

  1. Additional Notes

Inspect items upon delivery and report issues promptly.

  • Securely package and insure returns for full value during transit.

  • SAINT’ OLIVEIRA is not liable for lost or damaged returns if not using our prepaid label service.

  1. Contact us

Client Services available Monday to Saturday, 9:30 am to 6:00 pm (UK time).

Contact info@saintoliveira.com or WhatsApp +44 7778 899277 for assistance.