Refund policy

Return & Refund Policy

At Ollie & Ella Co., each item is made with care just for you. Please review the policy below before placing your order.

Returns & Exchanges

Because our items are made to order, we do not accept returns or exchanges for change of mind, incorrect size selections, or customer-entered personalization errors.

Please review the size chart, product description, color selections, and personalization details before checkout. If you need help choosing a size or placing an order, contact us before purchasing.

This policy does not exclude assistance with items that arrive damaged, defective, incorrect, or materially different from their description.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If there is a problem, contact us through our website’s Contact page, preferably within 7 days of delivery. Include your order number, a description of the issue, and clear photos of the item and packaging.

We will review the issue and arrange an appropriate resolution, which may include a replacement or refund. If a return is required because of damage, a defect, or our error, we will cover return shipping and provide instructions. Please contact us before mailing anything back.

Personalization & Sizing

Personalization is completed using the information submitted with your order. Please double-check names, spelling, initials, sizes, and selected options.

If we make an error, we will make it right. If the finished item matches the details you submitted, it is not eligible for a return or refund due to those selections.

Cancellations & Order Changes

Please contact us as soon as possible to request a cancellation or change. We can accommodate requests only if production has not begun and custom materials have not been ordered specifically for your purchase.

Once work has started, cancellations and changes are generally unavailable. Approved cancellations will be refunded to the original payment method.

Refunds

We will notify you when a refund is approved and process it to your original payment method within 5 business days. Your bank or payment provider may take additional time to post the funds.

For a full refund of an order that arrived defective, damaged, or incorrect due to our error, the refund will include the original standard shipping charge.

Handmade Details

Small variations in embroidery, placement, and color can occur between items. Screen settings may also affect how colors appear. These minor differences do not affect our commitment to resolving defects or significant differences from the product description.

Contact Us

For questions or help with your order, please use our website’s Contact page and include your order number.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.