Returns, exchanges and refunds

We want you to feel confident when choosing and trying on your Olyene shoes. Here you can find information about exercising your right of withdrawal, requesting a size exchange, and understanding refund procedures, conditions and timelines.

Right of withdrawal: 14 days to decide

You may withdraw from your purchase without giving a reason within 14 days of receiving the product. If an order is delivered in separate shipments, the period starts when you receive the final product. You may also notify us of your withdrawal after the purchase contract has been concluded but before delivery.

How to notify us of your withdrawal

You can choose any of the following methods:

1. Use the “Withdraw from the contract here” function on this page or in your customer account, including if you purchased as a guest, and complete the process by clicking “Confirm withdrawal”.

2. Complete and send the standard withdrawal form available in the Terms of Sale (Annex A) and on the website.

3. Send an explicit statement of your decision to withdraw to Customer Service, including by email to [email protected].

We will send you an email acknowledgement without undue delay, confirming receipt of your withdrawal statement and recording its contents and the date and time it was submitted.

To help us process your return, we may ask for photographs of the shoes, including the soles and uppers. Photographs are optional: they are not a condition for exercising your right of withdrawal.

Returning the product

After notifying us of your withdrawal, you have a further 14 days to send the product back, following the instructions provided by Customer Service. For a standard change-of-mind return, you are responsible for return shipping costs. We recommend using a tracked service and keeping proof of dispatch.

Trying on and preparing the shoes for return

You may try the shoes on as you would in a shop, preferably indoors on clean, protected surfaces, and only to the extent necessary to assess their characteristics, fit and comfort. The softness of the leather and the nature of the materials may make them particularly susceptible to creases and marks.

Please return the product with the utmost care and with the product labels still attached. Where possible, use the original packaging; do not write on or attach labels directly to the Olyene box, and place it inside suitable outer packaging to protect it during transport.

Refunds: amounts and timing

If you withdraw from your purchase, we will refund the price of the product and the original standard delivery charge, in accordance with the Terms of Sale. You remain responsible for the cost of sending the product back to Olyene.

The refund will be made within 14 days of receiving your withdrawal notification, using the same payment method used for the purchase, unless you have expressly agreed to another method, and at no additional cost to you. We may withhold the refund until we have received the product or until you provide evidence that it has been sent back, whichever occurs first.

Signs of wear and diminished value

If the product shows signs of wear or damage beyond what would result from a normal try-on, we may reduce your refund in proportion to the loss in value, informing you and providing photographic documentation. If you disagree with our assessment, you may request that the product be returned to you at your expense instead of receiving the reduced refund.

In exceptional cases, where use beyond a normal try-on has made the product unsellable and reduced its residual value to zero, the deduction may equal the full refund amount. Products other than those originally purchased cannot be refunded. We will notify you with an explanation and photographs: you may request that the product be returned to you at your expense within 60 days; after this period, we will send an email reminder and, if we receive no reply within the following 15 days, we may dispose of the product.

Size exchanges

If you need a different size, you may request an exchange within 14 days of delivery. The first size exchange for each product ordered is free: Olyene covers both the cost of returning the original pair and shipping the replacement size. For any subsequent size exchanges of the same product, both shipping costs are your responsibility.

Exchanges are subject to availability of the requested size. If it is unavailable, your exchange request will be treated as a withdrawal: the return and refund rules will apply and, if this was the first size exchange for that product, Olyene will also cover the return shipping cost. Customer Service will provide instructions for arranging the exchange.

Faulty, damaged or non-conforming products

If you believe the product has a conformity defect, or you received an item that does not match your order, contact Customer Service with your order number and a description of the issue. Where possible, attach photographs of the product, including the soles and uppers. This procedure is separate from a change-of-mind withdrawal, and your statutory guarantee rights remain unaffected.

For confirmed conformity defects, Olyene covers return shipping and, where applicable, the cost of sending a replacement. If you do not provide photographs or the initial assessment does not confirm a defect, you may request a direct examination of the product and pay the initial shipping cost: this will be reimbursed if the examination confirms the defect. Please refer to the “Warranty & Repairs” page for details of the remedies available by law.

Need assistance?

For information or support, email [email protected], preferably including your order number and the email address used for the purchase. You can also use the Contact & Support page.

Olyene customer service page · updated in accordance with the General Terms of Sale V.1.01 (04/11/2026)

Updated in accordance with the General Terms of Sale V.1.01 (04/11/2026)