Shipping + Returns
Return Policy:
Regular priced, in stock items are eligible for a refund or store credit.
Any items purchased on sale or by pre-order can be returned for store credit only.
Sale items marked down 25% or more are FINAL SALE.
Return for refund must be submitted within 7 days of receiving your order, and mailed back within 7 days of receiving confirmation by email.
Store credit will be offered for returns up to 30 days after receipt, no returns will be accepted after 30 days.
All items must be returned in original condition: clean, with no odour and unworn. We reserve the right to refuse a return or charge a restocking fee if these conditions are not met.
Returns over $300 will be subject to a restocking fee — please see below under 'Cleaning and Restocking Fees' for details.
Can I exchange my order?
If you are wanting to exchange an item for another size or colour, please place a new order for the item you want and return the original order for a refund. This ensures you will receive the piece you want quicker, and that it doesn't sell out while you are waiting for your return to arrive back at our office.
We do not offer prepaid return labels, but we will refund your original shipping cost when the first item is returned. When you are emailing regarding a return request, please note that you are placing a new order and we will be sure to include the shipping cost in your refund.
Cleaning and Restocking Fees
We reserve the right to refuse a refund if product is damaged, has a strong odour or appears to have been worn. If products are dirty (stains, markings, damage or have pet hair on them) a 10% cleaning fee will be charged.
If you return between $300-$500 worth of product, a restocking fee of $25 will be applied to your total return. Returns over $500 will have a $50 restocking fee applied.
We are a small business with limited inventory, and extremely large orders & returns impacts our cash flow and ability to manage inventory. If you have any questions about fit or sizing please let us know, we are happy to help!
How do I initiate a return?
Please email your request for a refund to olukidsclothier@gmail.com with your order number in the subject line.
In an effort to remain as sustainable as possible, please send your return back to us in the original packaging if you are able — our cardboard boxes are designed to be used twice.
When will I get my refund?
Once we’ve received your return, your refund will be processed within 10 business days. You will be notified by email when your package has been received, and again when the refund or store credit has been processed.
Can I get reimbursed for return shipping costs?
At this time we do not offer reimbursements for return shipping costs. We are a small business and we try to keep the prices on our items as low as possible. Shipping is a cost we do not factor into our pricing.
Lost or stolen packages?
We used tracked and insurable shipping methods — if your tracking information shows that your package was delivered, but you have not received it, please email olukidsclothier@gmail.com.
Please be aware that our mail insurance provider requires us to wait 21 days from the date of shipping before we can file a claim for a lost package (45 days for international orders). After the claim has been resolved, we will resend your order or issue you a refund. We know this is a frustratingly long time to wait, especially after not receiving an order you waited for, but as a small business we cannot afford to issue refunds before we have received reimbursement for them. We really appreciate your understanding and patience in these situations!
Olu Kids is not responsible for any packages that are lost or stolen when being returned to us. Please use an insured and trackable shipping method when returning your package.
DUTIES / CUSTOMS / INTERNATIONAL RETURNS
Please be aware that duties & customs charges may vary by country, and Olu Kids does not cover any of these costs incurred on international orders.
When returning or exchanging product internationally, please be sure to note that the package is a returned item when filling out customs paperwork, and that the 'Country of Origin' is Canada.
Do you ship internationally?
Yes! We offer flat rate shipping for US and international orders, available at checkout. If you would like a different service than ones you see available, please email olukidsclothier@gmail.com and we can get you different custom rate.
When will my order ship?
All orders are shipped from our office within 4 business days (Mon-Fri). If you have any concerns about fulfillment times, or need your order to be rush shipped, please get in touch with us.
If you place a pre-order and add an in-stock item to your order, the in-stock item will be put on hold and the entire order will be fulfilled at once. If you do not want to wait for your in-stock item, please place a separate order for that piece.