Refund policy

We want you to love every Olaben piece. If something isn't right, here's how returns and exchanges work, online and in our stores.

1. What you can return or exchange

Eligibility depends on the total discount on each item at the time of purchase, as shown on your receipt or order confirmation.

Item	Return	Exchange
Full price (including items bought with discount codes or promotions)	Within 7 days	Within 30 days
Marked down (price reduced below full retail)	Not available	Within 30 days
Total discount of 50% or more (markdowns and codes combined)	Final sale	Final sale

Specific promotions may have their own terms, which will be stated at the time of the promotion.

2. Time limits

• Online orders (Vietnam): returns within 7 days and exchanges within 30 days of the delivery date, based on our carrier's tracking, including weekends and public holidays.
• In-store purchases: returns within 7 days and exchanges within 30 days of the purchase date.
• International orders: returns within 14 days of the delivery date, based on DHL tracking. Exchanges are not available outside Vietnam.
• One return or exchange is permitted per order or receipt.

3. Condition

Items must be unworn, unwashed and unaltered, with all original labels attached and in their original packaging. Every return is inspected; items that don't meet these conditions will be sent back to you.

4. Items that cannot be returned or exchanged

• For hygiene reasons: underwear, swimwear, socks, hair accessories, hats and headwear, and drinkware.
• Yoga mats, wellness props, bags and pickleball equipment can be returned or exchanged only if unused and in 100% original condition, with the plastic wrap and all packaging intact.
• Items with a total discount of 50% or more.
• Gifts with purchase (see section 7).
• Food and nutrition products, unless faulty.
• Items paid for with a gift card or voucher can be exchanged but not returned.

These exclusions do not apply to faulty items (see section 8).

5. How to return or exchange

Online orders, by email: contact support@olaben.com with your order number (e.g. #OW_1234), the reason, the item you'd like instead (for exchanges) and the video of your parcel being opened. We'll reply with the next steps.

Online orders, in store: bring the item and your order number to any Olaben store. Our team will check the item and process your exchange on the spot, or log your return so our accounts team can issue your refund.

In-store purchases: bring the item and your original receipt (printed or by email) to any Olaben store.

6. Exchanges

• You can exchange for any item of equal or higher value. Your exchange credit is the amount you actually paid for the original item.
• The new item is charged at its current price. If it costs more, you pay the difference. If it costs less, the difference is not refunded.
• Discount codes and vouchers used on the original order cannot be used again on the exchange.

7. Gifts with purchase

Gifts with purchase cannot be returned, exchanged or redeemed for cash. If you return items and your order no longer meets the gift's qualifying conditions, the gift must be returned unused in its original packaging; otherwise its retail value will be deducted from your refund. Faulty gifts will be replaced.

8. Faulty or incorrect items

We stand behind how our pieces are made. If an item has a manufacturing defect, such as a split seam, a hole, a fabric flaw or a faulty zip, or if you received the wrong item, you're covered for 30 days from the delivery or purchase date, whatever the discount. Email support@olaben.com with your order number and the unboxing video (faulty on arrival) or clear photos and a short description (fault appeared later). Once we confirm the defect, we'll cover return shipping and arrange a replacement or refund.

Normal wear and tear, accidental damage, misuse and damage from not following the care instructions are not covered.

9. Refunds

• Refunds are made to your original payment method.
• Cash on Delivery orders are refunded by bank transfer; we'll ask for your bank details.
• Cash purchases in store are refunded as store credit or by bank transfer, at your choice.
• Refunds are processed by our accounts team once your item has been received and inspected. Timing then depends on your bank and payment method.

10. Shipping costs

Original delivery fees and return or exchange shipping costs are your responsibility and are non-refundable, except for faulty or incorrect items. International customers are responsible for any customs duties and taxes.

11. Marketplace orders

Orders placed on Shopee, TikTok Shop or other marketplaces follow that platform's return policy.

Questions? Contact support@olaben.com.