Contact Us
Olilvia Koo Colletcions would love to hear from you!
If you have any questions regarding products or shopping experience please contact us.
Email sales@oliviakoo.com
Wholesale
If you are interested in carrying our line and would like more information about how you can please email us with your store name and phone number. Thank you!
Returns and Exchanges
Please contact us to request a Return or Exchange
ALL RETURNS MUST BE POSTMARKED WITHIN 21 DAYS OF DELIVERY. IF NOT POSTMARKED WITHIN 21 DAYS NO RETURNS ARE ACCEPTED.
RA# is needed on all returns. Packages without RN# will not be accepted into the warehouse.
Any Worn, Damaged, not in resellable conditions will not be accepted for refund.
Starting August 1,2017 , all approved returned items will be subjected to 15% restocking fee for each approved items to return. One time exchange items are not subjected to 15% restocking fee as long as the new exchange order has been placed.
If the new order has not been placed when RA# was given for exchange item that has been returned, it will be charged 15% restocking fee once we receive the items.
Thank you!
Defect/Incorrect/ Missing Merchandise
For any defect or missing merchandise, customer must notify us via email within 24 hours of receiving the merchandise.
Any emails received after 24hrs. - Your request will not be honored. Please open your package as soon as you receive them and notify us immediately.
ORDER CANCELLATION
Any cancellation of orders before shipping is subject to cancellation service charge of 10%.
At times, cancellation might not be available after 3 hrs of placing your order. If you need to cancel your order, send an email immediately. We need the email requesting for order cancellation to keep the record of transactions.
Any cancellation of orders while waiting for back orders are subject to 15% cancellation fee.
Once customer agrees to wait for the merchandise and decides to cancel for any reason, 15% cancellation fee will be applied.
Exchange
1. Accessories (including petticoats) are not eligible for exchange. Accessories are not eligible for return. ALL SALES ARE FINAL on ACCESSORIES,Petticoats, and Jewelry.
2. Shoes are allowed for size exchange ONCE as a courtesy. We do not accept RETURNS on shoes for refund. Also shoe boxes must be in a resellable condition during exchange/return. If the shoe boxes are not covered and is sent with postage on them, it's considered damaged and not sent
back in its original condition and refund will be not allowed. Please understand shoe box is part of the shoe merchandise item and we need them as we have shipped them back so we can resell. Thank you for your understanding.
3. Only one size exchange is allowed per order. We do not accpet muliple exchanges on single order - shipping costs are non refundable once the shipment leaves our facility. Once a size exchange is made on an item - that item wil not be allowed for return. Exchanged ( 2nd order) will be a final order.
4. Customer has to pay the shipping charge incurred for returning/exchanging the merchandise back to us.
All size exchange requests - please place a new order online for the new size.
Once we receive the dress back from you, we will issue a full merchandise amount back to your charged account as long as the merchandise is returned in its original condition.
Dresses that have gone through process of size exchange cannot be RETURNED for refunds.
Customer may choose the option to exchange or return only ONCE per that ITEM.
In other words, customers are NOT allowed to return the dresses they received for size exchange. RA# will not be issued.
If you need to exchange, please send an email within 7 days of receiving the merchandise (After 7 days, all exchange requests will be denied) Once you have submitted your e-mail, you will receive a Return Authorization Number from our Returns Department .
Keep in mind that we will not accept any exchange items without an RAN and any orders that are postmarked beyond 21 days of delivery.
PLEASE NOTE- as long as we receive your email request for exchange within 7 days of receiving our merchandise, you are fine even if receving RAN takes few more days.
1. If we don’t receive the merchandise back within 14 days after you receive your RAN, no refund/no credit will be issued. Please do not hold on to the merchandise. We do our business on-line only and stocks/inventory are most valuable assets to us. Any packages that are beyond 14 days will not be accepted and sent back to th sender at sender's cost. Please do not ship items after due date nor without RAN - they will not be processed and returned back to the sender.
2. Please be kind and gentle with the merchandise and send it back in its original condition. Any signs of wear or tear, including pet, smoking, and perfume odor detection on the returned merchandise will be sent back to the sender at sender's cost and deemed FINAL SALE.
3. Since this is a courtesy exchange, we will not charge any restocking fee for the returning merchandise, but you must place an order on-line for the new size you want in replacement. This will expedite the process, so you can receive the exchange item faster, and insure correct item to be sent without any confusions.
4. Once we receive your shipment, merchandise will be inspected by our Returns Department and our Accounting Department will refund the full original amount back to your account.
5 .Please be sure to write the RAN on top of the box, where it is very visible. Any packages without correct RAN will be not accepted and returned back to the sender at sender's cost.
RETURNS
We do not accept returns on all accessories, such as hair accesssories, veils, tiaras, petticoats, socks, jewelry, handbags, gloves, and all accesories other than clothing.
Shoes are not eligible for return (Only one time size exchange is allowed once). Shoes are considered FINAL SALE with one time exchange option.
1. Please send an e-mail within 7 days of receiving the shipment. After 7 days, all return requests will be denied. Since you can email us a return request 24/7 unlike returning the item to the store, please send a request for return within the allowed time period.
2. For all return items, you are responsible to pay for shipping the merchandise back to us. Make sure to use a reliable shipping source that provides proof of delivery because loss of merchandise during return shipment will be your sole responsibility.
3. RAN is valid for 14 days only, all return packages must be received within 14 days from the date of RAN or the package will not be accepted and returned back to the sender.
4. All return items go through inspection process when shipped back to our facility: It must be sent back in its original condition with no signs of wear, tear, or alteration. Any signs of usage, including any stains on the fabric, cigarette odor, food odor, perfume odor, pet hair, etc. will force us to not to accept the return. In this case, the shipping cost the customer has used to send the damaged or worn products will not be refunded and the customer will need to pay for shipping cost to have the items to be sent back to them. All denied returns such as passed return date of 21 days, damaged products, worn products, shoe boxes being unusuable, will be held at our warehouse for 30 days only ,and will be donated to charity after 30 days of notice. Prettyflowergirl.com will not be held responsible for unclaimed unjustifiable returns.
Please allow 5-10 business days for us to process the refund back to your account after we receive the shipment back from you.
5. Shipping charges are non-refundable once your order leaves our facility.
6. If your return item disqualifies the remaining order from any of the promotions you have received, the promotion privilege will be voided and will be deducted from your refund amount
PRINCESS THEME DRESS COSTUMES - SPECIALTY CLOTHING ITEMS
IF you are purchasing our Special Princess Theme Dress in month of October
please note that for all returns- packages must be postmarked by October 30th
no exceptions.
After October 15th- you do NOT need to email to us for RN#
for all RETURNING PRINCESS DRESSES - you need to have the package post marked
to be sent to us within 3 days of receving the package. ( please see below for return address)
If you received the dress on OCTOBER 27th - you must get postmarked for return by OCTOBER 30th
Any princess costume dresses that were sold as last sale items are non exchangeable and non refundable.
UNCLAIMED/REFUSED/INCORRECT ADDRESS GIVEN -
Any unclaimed or refused packages that are retuned back to us by USPS will be subjected to 15% restocking fee and shipping charge of $10.00 is non refundable.
Any packages that are returned back to us due to customers mis entering their shipping address will be subjected to 15% restocking fee and shipping charge of $10.00 is non-refundable.
Please understand that we do flat $5 shipping so if the package gets returned to us due to incorrect shipping address and refusual of package then we would be in need to recover the shipping cost to send
out the package.
For International Customers, please contact us for return/exchange policy for each country by e-mailing us to support@prettyflowergirl.com
Should you have any more questions/concerns about returns/exchanges, please send an email and inquire. We will be more than happy to answer all your questions. Please note, before sending any return/exchange items please be sure to get RAN from us - packages without RAN will not be accepted and sent back to the sender. We will not be responsible for any packages received without RAN. Thank you for pretty shopping !
Return Address:
Attn: Return Department
Olivia Koo
15915 Heron Ave
La Mirada, CA 90638