Shipping & Returns

Customs fees and duties:

Please note, orders shipped outside of Australia may incur additional customs fees and duties.  By proceeding with your order, you acknowledge that you will be responsible for these potential charges. Please see our terms and conditions for more information.

We encourage customers to shop carefully because we do not offer refunds for change of mind. However, we will offer a refund, exchange, or credit under the following circumstances:

• If the product is faulty.
• If you receive an incorrect item.

If an item is returned, it must be in original condition: unused, unopened, and in its original packaging with all seals intact. Refunds will be processed back to the original payment method. You can use the following as proof of purchase:

• Email receipt
• E-receipt tax invoice
• Account order history

Faulty Items: Something not quite right? Email us images of your faulty goods. We promise that we’ll make this right!

Faulty returns can take up to 14 business days to reach our Head Office by post. Once we’ve received your return, it may take up to 5 business days for us to process it. We’ll send you an email if we refund your order.

If you need a replacement, this will be processed in the same timeframe as an online order—we’ll send you a new order and tracking number.

How to make a return: Email our Customer Service team at hello@avilobyolivia.com with proof of purchase, order number and an accompanying photo and explanation of the fault.

We’ll then send you a paid label for your return (Australian customers). 

For international orders we ask that you organise your own return parcel and we will cover the shipment cost after you send us the returns receipt.