Oliveandoath Arvostelua 

Vastaus yritykseltä Oliveandoath

4.9.2026

Hi Camilla,

We’re sorry to see this review and, as customer experience is extremely important to us, we have thoroughly reviewed the correspondence and return history for order #4787 to understand what occurred.

The first and only message we received from you regarding this return was submitted through our website contact form on 3 September 2026 at 2:29 pm. We have no record in our customer service system of the several previous emails referenced in this review. Unfortunately, if correspondence does not reach our inbox or customer service system, our team has no way of seeing or responding to it.

We would also like to clarify the return timeline. Olive & Oath uses a third-party logistics (3PL) facility to receive and process returns. A carrier showing a parcel as “delivered” confirms that it has physically arrived at our warehouse; it does not mean the return has already been opened, quality checked, approved and restocked, or that our customer service team has been notified that processing is complete.

For this reason, our published returns policy asks customers to allow up to 9 business days from delivery to our warehouse for a return to be processed. When we received your first message on 3 September, your return was still within this stated processing timeframe.

Upon receiving your message, we investigated the return with our warehouse, confirmed its status and processed your refund in full. We also responded directly to your message confirming that this had been completed.

We completely understand wanting an update while waiting for a refund, and we're always happy to investigate a return for a customer. However, we do feel it is important to clarify the suggestion that there was “zero communication” or something “dodgy” about the returns process. The only correspondence we received was responded to, the return was processed within our published timeframe, and the refund has been issued.

As an independent brand, we take customer feedback very seriously and always want our policies and processes to be transparent. We hope the above provides some clarity around what occurred here.

Kind regards,
Liv
Olive & Oath

Vastaus yritykseltä Oliveandoath

24.6.2026

Hi Laura, thank you for taking the time to share your feedback. We're sorry to hear the fit wasn't right - we know how disappointing that can be.

We do want to gently clarify the return costs for anyone reading, as we want to be transparent about how our process works. When an order is returned, we deduct the cost of the return shipping label generated through our portal (USD $52.63 via USPS), the outbound shipping cost we covered on your behalf, a small restocking fee, and the import duties we absorbed at the time of shipment - which for US orders are 16.90% under current tariff legislation. These are real costs incurred to get your order to you and back, and they are outlined in full in our returns policy on our website.

We genuinely care about every customer's experience and always aim to handle returns fairly and transparently. Our policy exists to reflect the true cost of international shipping and duties, not to penalise anyone for returning.

- The Olive & Oath Team

Vastaus yritykseltä Oliveandoath

21.1.2026

Thank you for your review. We’d like to clarify several points so that the information presented here is accurate for readers.

Your dress was purchased during our Moving Sale with a 20% discount, and an additional WELCOME10 code was applied at checkout. This resulted in a total discount exceeding 15%.

As clearly stated in our publicly available Returns & Refunds Policy, orders discounted beyond 15% are eligible for store credit only, not a cash refund. In accordance with this policy, your return was processed as an exchange to store credit, which is the correct and consistent resolution.

The statement that our policy allows a full refund in this scenario is incorrect. While the WELCOME10 code on its own is eligible for refunds, this does not apply when combined with additional sale discounts, as outlined in the policy.

As a small, independent business, we cannot absorb the combined costs of significant discounts, outbound shipping, return shipping, return processing, and full cash refunds on heavily discounted sale items. This policy exists to ensure fairness and sustainability and is applied consistently across all orders.

We acknowledge that return outcomes can be disappointing. However, we respectfully disagree with the claims made here and confirm that your return was handled in line with our stated policy.

Kind regards,
Liv
Founder, Olive & Oath

Vastaus yritykseltä Oliveandoath

25.1.2026

We’re disappointed by this review and feel it’s important to clarify a few points for accuracy.

This order was placed as a pre-order item, which was clearly disclosed at the time of purchase with extended fulfilment timelines due to production and the Christmas - New Year holiday period. As outlined in our policies, we’re unable to offer cancellations once an order is placed, as we work with an external fulfilment partner and stock is allocated immediately. For this reason, the cancellation request fell outside our policy.

During December, we experienced a temporary platform issue where some outgoing email responses showed as bounce-backs, despite messages still being received by our team. This issue was identified and resolved as quickly as possible.

While we were actively working to resolve the matter, negative commentary was posted across multiple public platforms. This included claims about the quality of our garments before the item had been received, as well as statements suggesting a refund was not offered - both of which are not accurate.

We absolutely welcome fair and honest feedback. However, we won’t engage with commentary that misrepresents events or shares information that could mislead other customers or unfairly impact our team and business.

We’re a small, women-led brand navigating one of the busiest times of year, and we take pride in acting transparently and in good faith. In this case, we stand by our policies, our product quality, and the way this situation was handled.

- Liv
Founder, Olive & Oath