Returns & Refunds

Last updated: October 22, 2026

Returns and cancellation requests

For non-personalized items, contact us within 14 days after receiving your order if you wish to cancel or return it. Email shopolinoweb@gmail.com with your order number and the items concerned. A clear statement that you wish to cancel is sufficient; a reason is not required for a statutory withdrawal.

Please contact us for the correct return destination. Production partners may have different addresses. Do not send a return to an address printed on a parcel without checking with us first. Contacting us for instructions does not make statutory rights subject to our approval.

For a change-of-mind return, please keep the item unused beyond the handling needed to inspect it and include its packaging where reasonably possible. Statutory rights are not lost solely because the original packaging is missing. You are responsible for direct return postage for a change-of-mind return, except where applicable law provides otherwise. We do not charge a restocking fee.

Personalized products

Products made to your individual specifications or clearly personalized, such as an item printed with your chosen name or custom portrait, may be excluded from change-of-mind withdrawal rights where the law permits. A standard design is not excluded merely because it is printed or manufactured after purchase. Your rights concerning defective, damaged or incorrectly supplied personalized goods remain unaffected.

Damaged, defective or incorrect goods

Please contact us as soon as you discover a problem, with your order number and a description. Photos of the item and packaging can help us resolve it. We will arrange an appropriate repair, replacement, price reduction or refund according to the circumstances and applicable law, including necessary return costs where required. No short reporting deadline in this policy limits statutory rights.

EU and UK withdrawal rights

Where applicable, you may notify us of withdrawal within 14 days of delivery without giving a reason, subject to lawful exceptions such as clearly personalized goods. You should then send the goods back within 14 days of your notice. Longer or additional rights under applicable law remain available.

For a valid statutory withdrawal, we refund the amount required by law, including the original standard delivery charge where applicable. Any extra cost of a premium delivery option need not be refunded. We issue the refund within 14 days of receiving your withdrawal notice, but may withhold it until we receive the returned goods or evidence that you have sent them back, where permitted. A deduction for diminished value may apply only where legally justified.

Refunds and exchanges

Refunds are sent to the original payment method unless otherwise agreed and permitted. Your payment provider may take additional time to display the credit. Contact us if it has not appeared. Exchanges depend on the product and availability; email us to discuss options.

Changes before dispatch

Contact us immediately if you need to cancel an order or correct personalization. We will try to help, but a requested change may not be possible once production has started. This does not remove any cancellation rights you have under applicable law.

Mandatory consumer protections in your country apply regardless of this policy. Sale items retain their statutory rights.