Refund policy
Last updated: October 11, 2026
Thank you for shopping with Ollie & Jo. Please review the requirements below before requesting a return. The 7-day, store-credit and restocking-fee rules apply to voluntary change-of-mind returns; they do not limit remedies required by applicable law.
Return eligibility
- Contact us within 7 days of delivery to request a return.
- Items must be unused, unwashed, and undamaged, with original tags attached and original packaging intact.
- A receipt or other proof of purchase is required.
- Only full-price items are eligible. Sale items are final sale.
Inspection and store credit
Return requests and store credit are subject to the condition of the item. Approval to send an item back does not guarantee store credit. We inspect each returned item after it arrives and may decline a return that does not meet the requirements above.
Once your return has been received, inspected, and approved, we issue store credit via an Ollie & Jo gift card. Approved voluntary merchandise returns are not refunded to the original payment method, except where required by law. Please allow up to 7 business days after we receive your return for inspection and processing. We will email you with the outcome.
A 10% restocking fee applies to every approved voluntary change-of-mind return. The fee is calculated on the purchase price of the approved returned items, after any discounts, and deducted from your store credit. Return shipping costs are your responsibility. We do not offer exchanges.
Returns that fail inspection
If an item is worn, washed, damaged after delivery, missing its original attached tags, or missing its original packaging, it may be declined and no store credit will be issued. The 10% restocking fee applies only to approved returns; it does not make an ineligible item eligible.
If your return is declined, we will email you with the reason and photos documenting the item’s condition. If you would like the item sent back to you, you are responsible for the cost of shipping it back. We will provide the shipping cost and arrange payment with you before resending the item.
How to request a return
Email contact@ollieandjo.com or use our Contact page. Include your order number, the item you would like to return, and the reason for your request. Please wait for return instructions and the confirmed return address before shipping your item. We recommend using a trackable shipping service.
Items that cannot be returned
Sale items, personalized or custom-made goods, perishable items, unsealed items that cannot be returned for health or hygiene reasons, and items inseparably mixed with other goods are not eligible for return. These exclusions do not restrict rights for defective, incorrect or otherwise nonconforming goods.
Order cancellations
Contact us within 24 hours of placing your order to request cancellation. We can cancel only if the order has not yet been processed. An approved cancellation is refunded to the original payment method; bank processing generally takes 3–5 business days. This cancellation refund is separate from the store-credit policy for returned merchandise. The 24-hour request window does not limit cancellation or refund rights required by law, including when we cannot ship within the promised time.
Damaged or incorrect items
If your order arrives damaged or contains an incorrect item, please contact us promptly with your order number and photos so we can review the issue and arrange the remedy required by applicable law. For a verified store error or product defect, the 10% restocking fee and customer-paid return or resend shipping do not apply. Contacting us after 7 days or opening packaging does not remove statutory rights.
Gift cards and store credit
Purchased gift cards are separate from credit issued for approved returns. Gift cards do not expire and we charge no inactivity or service fees. Cash redemption is available where required by law; in California, a gift-card balance of less than $15 is redeemable for cash on request. Contact us for assistance. Store credit is subject to any cash-redemption rights required by applicable law.
Your statutory rights
Nothing in this policy excludes or limits consumer rights, warranties, cancellation rights or refunds that cannot lawfully be excluded. Where applicable law requires a refund, it will not be replaced with store credit without your lawful agreement.
Questions
We’re happy to help. Email contact@ollieandjo.com.