What should I do if I received a damaged item?

FIRST, DON’T PANIC. Here at Olivia Manila, we take utmost care to ensure that all products are properly wrapped, packed and sealed to prevent damages. In case of receipt of damaged items, please report thru our social channels (Instagram or FB account) within 7 days from receipt of delivery. Exchange will not be processed without prior notification either through the said channels

If the item does not fit me, can I request for an exchange?

DEFINITELY! Since sizes of items may vary, we may also accept exchange of item size within 7 days from the receipt of the delivery provided that the item is still available. it is possible that the item/size may already be unavailable by the time you request for an exchange. Please be guided that shipping fee to be incurred for the exchange is shouldered by the buyer (For Metro Manila – P100 flat fee, For provincial - any courier for provincial will do for us to get the item back and LBC fee to ship the exchange item back to the customer, ~200 and must be settled prior shipping)

Please refer to the following scenarios:

  1. Change of size because of fit, replacement available – we can proceed with the exchange
  2. Change of size because of fit, replacement unavailable – you can choose any other item. If item you wish to get is more expensive than the one you got, balance shall be charged. If it’s lower than the original item, please be guided no balance will be refunded. Choose wisely :)
  3. Change of size and item – since this is a matter of preference, please be guided whether damaged(unless item of that specific sku is not available) or not, the buyer must shoulder the shipping costs for the exchange. Any balance will be charged depending on the item.
  4. Exchange of sale item to another item – balance is computed by (REG PRICE OF REPLACEMENT ITEM minus SALE PRICE of original item)

What are needed to have the item exchanged?

  • It must be returned within 7days upon receipt.
  • Item/s should be unused, unaltered, undamaged, saleable and with original tags and packaging (if applicable). We advise to make sure no dirt can be found in the shoes, or it will be rejected.

Will the item for exchange be replaced immediately?

Upon receipt of the item, we will evaluate and confirm if the item is acceptable for exchange. You can follow up in our social media channels for update but this usually only takes 2-5 days depending on the location and duration of shipping.

Once item is approved for exchange, we will give the customer a unique Exchange number or a New Order Number to be used as reference for the approved exchange transaction.

For more inquiries, you can get in touch with us via Facebook – Olivia Manila or Instagram – olivia.mnl