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Return And Exchange Policy

Return & Exchange Policy

Free US shipping on all orders of $200 or more; plus hassle-free exchanges and returns.
UPD: July 2022
By Oliver Charles

Shipping

For orders under $200, a flat $8 shipping fee is applied. Get free shipping for all orders of $200 or more.

Free shipping only applies within the USA. Estimated shipping times North America: 3-5 business days. Outside the USA, depending on your country, you will be responsible for paying for customs, duties, taxes, or other applicable fees before you can receive your package.

These policies are set locally, so please check with the relevant sources where you live for the most accurate information. If the customs/duties are not paid and the shipment is returned to us, you will be refunded, minus the shipping cost.

On-Demand Knitting:

All of our knitwear is made on-demand in Brooklyn, New York. We're passionate about being part of the solution to reduce waste, which is why we make our products on-demand. This means that your sweater doesn't sit around for months before it reaches you - we start working on it as soon as you place your order!

Since we're creating each piece just for you, it may take a bit longer to receive your order than with traditional fashion brands. On average, it takes 3-6 days to knit your sweater after you place your order, and then shipping can take 2-5 days. But we promise it will be worth the wait! Our slow fashion approach means you're getting a high-quality product that's good for the planet too.

Returns & Exchanges

We support owning less and owning better - if our sweater doesn’t work out for you, that’s okay. We'll be a little sad, but we understand, which is why we offer free returns and exchanges.

With that said, the sweater is awesome. We don’t know anyone who hasn’t loved it yet! 

Eligibility

Our Return And Exchange Policy lasts 30 days (extents during November+December, so holiday shopping can be exchanged or returned free until the end of January). If 30 days have gone by since your purchase, unfortunately we can’t offer you a return or exchange. To be eligible for a return, your item must be undamaged and in the same condition that you received it. If it is stained, stretched, damaged or otherwise in an unsuitable condition then we reserve the right to withhold a refund/exchange. In these circumstances, please refer to our lifetime guarantee.

Receiving the sweater is indicated by OC delivery tracking through 3rd party shipping carriers such as, but not limited to, USPS, UPS, and FEDEX. Day 1 (one) of receiving the sweater starts on the same day the OC sweater is confirmed by the carrier as delivered.

For orders below $200, please note that shipping fees from Oliver Charles to our customers are non-refundable. However, in the event of an exchange or return, we've got you covered! Return shipping for exchanges or returns is pre-paid, so you won't have to worry about additional costs. Free shipping on returns and exchanges is only available for shipments within the USA. Outside the USA, depending on your country, you will be responsible for paying for customs, duties, taxes, or other applicable. These policies are set locally, so please check with the relevant sources where you live for the most accurate information.  

Exchanges

If you order a sweater and realize that the fit or color is not to your liking, we’d be more than happy to send you an exchange. We only replace items if they are undamaged and in the same condition received.

Returns

To start the return process, you’ll want to dig up the confirmation number for your order. It should be in your email inbox. If you have trouble finding it, please reach out to us at team@oliver-charles.com.

Once you have your confirmation number, you can start a return here.

Shortly after you complete the return process, you will receive a USPS return label in your email inbox. After receiving the label, pack your sweater back in the tube, reseal top, and stick the label on the side. You’re ready to ship it back! Drop your return at your nearest USPS location.

You will also receive a tracking number just in case you would like to know where your garment is on his return journey. We will let you know when we are holding it safely in our arms and complete your exchange/refund.

Returns are not accepted after taking the 1-Week Challenge.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and process a refund. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 (SEVEN) days.

Late or Missing Refunds: If you haven’t received a refund within 15 days of us confirming the issuance of your refund, contact us at team@oliver-charles.com. 

Stolen Goods

If you've received a "Delivered" status in your tracking information, but suspect that your order has been stolen, don't worry. We're here to assist you. Please reach out to us, and we'll initiate a claim with the carrier on your behalf.

In the event that the claim confirms that your shipment was indeed stolen, we'll promptly replace your order for you at absolutely no additional cost – your satisfaction is our priority.

However, if the claim results in inconclusive findings regarding stolen goods, we want to provide you with some options:

You have the choice to receive a refund equal to half the value of your order, excluding shipping costs.

Alternatively, you can opt to pay half the value of your order to receive replacements.

We're committed to ensuring you have a positive shopping experience, and we'll work closely with you to find the best solution for your situation. Please don't hesitate to get in touch with us to start the process. Your peace of mind is important to us!

Bundles

If order qualified for a bundle discount and only partial order is returned, refund amount will be based off the new balance of items kept. For example: If a 2-Pack bundle of sweaters is initially ordered, and only 1 out of 2 sweaters is returned, the refund amount will be the price of the 2-Pack bundle minus the price of the 1 sweater returned.

Pre-Order & Sale Items

Pre-ordered and on sale items cannot be refunded because we use these funds to bring the product to life for the first time. This is the tradeoff of a discounted price. If you are looking for greater certainty in this regard, we suggest waiting until the product is available for normal purchase.