Shipping & Returns
Delivery
Domestic Shipping Policy (USA)
We offer complimentary standard shipping on all U.S. orders over $120.
We try our best to process orders within 48 hours :)
Once shipped, delivery typically takes 3-10 business days, depending on your location. All U.S orders are dispatched from our New York studio. Our working days are Monday-Friday, if an order is placed on the weekend or a Holiday, expect the fulfillment to begin from the next working day.
We’re a small team, doing the fulfillment ourselves, so during busy periods, such as holidays, product launches, or promotions, processing times may be slightly longer. You’ll receive a confirmation email with tracking information once your order has been shipped.
If you have any questions about your order, feel free to contact us hello@ollu-shop.com
Returns
Domestic Return Policy (USA)
Don’t love your Ollu’s? No worries, you have 14 days to return your unworn frames, on us. Returned merchandise must be received in its original condition, free from any marks (makeup or otherwise), and in its full original packaging.The original packaging must have the sunglasses you ordered and all items that it came with. We won't be able to process a return on sunglasses that are used or damaged.
To start a return, please contact us at hello@ollu-shop.com within 14 days of receiving your order, including your order number and reason for return. Please note that returns requested after the 14-day return window will not be accepted.
If your return is accepted, we’ll send you a pre-paid return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Once we receive your return, we will inspect the condition of your item(s) and issue a refund if everything is in order. You will receive an email notifying you once the refund has been issued. This process can take up to 10 business days from the date your return was received in our facility.
To start your return, or if you have any questions please contact us at hello@ollu-shop.com
*Kindly note, all archive sale items are final.
How to start a Return
- Email hello@ollu-shop.com within 14 days of receiving the item, requesting a return. Kindly include your order number and reason for return.
- Our customer service will send you back a pre-paid shipping label and instructions for return.
- Pack the unworn merchandise, ensuring the original packaging and all items it came with are there.
- Once received back at our studio, the team will inspect it to ensure all items are there and unused. Once accepted, your refund will be processed and you will be notified by email.
Exceptions / non-returnable items
Custom frame/lens combinations are non-refundable.
Archive sale items and gift cards are final sale and non-returnable.
Exchanges
We do not offer exchanges. The fastest way to ensure you get a different frame is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Damages and issues
If your shipment is delivered to you in any damaged condition, if you received the wrong item or if you are missing any part of your order, please notify us immediately at hello@ollu-shop.com
Please always include your order number, and also be sure to take and send photos with your email to customer service. Damage or missing claims made after seven days of receipt will not be honored.