Refund policy

At Olaben, we value your satisfaction and want to ensure a smooth and enjoyable shopping experience for all our customers. Please take a moment to familiarize yourself with our return & exchange policy.

 

Return / Exchange General Provisions - Online Orders

International Orders (Excluding Vietnam):

  • Exchanges are not available for international orders in markets other than Vietnam.
  • Returns for international orders must be requested within 7 days from the delivery date (non-business days included) of the order (based on the DHL tracking system)

Orders (Within Vietnam):

  • Online orders within Vietnam can be returned and the return request must be sent within 3 days of the delivery date (based on the tracking company system, non-business days included).
  • Online orders within Vietnam can be exchanged within 30 days of the delivery date (non-business days included).

Processing Limitations:

  • Requests placed after the cut-off times will, unfortunately, not be able to be processed. 
  • Only one exchange or return per order is permitted.

Qualification Criteria:

  • To be eligible for return or exchange, items must be unwashed, unaltered, in the same condition as received.
  • Items must have the original labels still attached.
  • Items must also be in the original packaging.

Exceptions:

  • For hygiene purposes accessories, including yoga mats, socks, headwear, and bikinis, cannot be returned or exchanged under any circumstances.
  • Items purchased with gift vouchers are not eligible for returns but can be exchanged.
  • Discounted Items - Items purchased with discounts of over 50% are not returnable or exchangeable (in all markets). Items purchased with discounts between 30-50% can be exchanged but not returned (for orders within Vietnam only).
  • Any order upon inspection by the Olaben team that is deemed to not meet the qualification criteria above will not be eligible for a return or exchange.

All associated shipping fees and customs taxes (if applicable) will be your responsibility and are non-refundable. Original delivery costs are also non-refundable.

To initiate a return or exchange, kindly reach out to us at customercare@olaben.com, providing the order number (e.g., #OW_1234), the reason for the return, details of the item(s) intended for replacement (in the case of an exchange). Return or exchange request must be accompanied by an opening video of the item. The more information you are able to provide the faster we can process your request.

Upon receipt of confirmation from us, we will guide you through the subsequent steps by responding to your email.

We currently do not accept returns or exchanges for online purchases at our offline stores. We apologise for any inconvenience here.


Return / Exchange General Provisions - Offline Orders

If you purchased items at any of our offline stores the same conditions apply as above. Customers must request a return or exchange at the same store of the original purchase within the timeframe specified (30 days for exchanges). Return or exchange is only supported once per receipt.

In addition to the eligibility requirements and exceptions for online orders, you must present the original receipt of your order (in hard copy, or show us the original receipt from your email).


Faulty or Incorrect Items

If the item is faulty when you received it, please contact us via email at customercare@olaben.com within 3 days from the delivery date, non-business days included. Return or exchange requests for faulty items must be accompanied by a video of the order being opened and a description of the issue. Without a video we will not be able to process returns for items and exchanges will be at the discretion of the company. 

Please note that we cannot offer further solutions if the 30-day time limit has passed. 

Items which are damaged as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

 

Refunds

For refunds Olaben will apply a credit to your original payment method - if your payment method was cash on delivery (COD) we will require your bank account details and will transfer the refund amount to you. Shipping will not be refunded.

The timeline for refund depends on the payment method and your bank - we will always endeavour to process refunds as quickly as possible. The refund timeline will include the time it takes for our team to review and process your returned items.

For exchanges, the new product(s) must be equal to or above the price of the originally purchased product. The customer must pay this difference. If the value is lower than the original the customer will not receive a refund. If you purchased items on sale during a sale period, if you exchange the product when the sale period is over you will have to pay the difference to the full priced item.