Return Policy



If you want to return an order that has arrived, please always let us know by e-mail first:

We accept unopened and unused products up to 14 days from the purchase should you want to return an item to us. Please note that only the price of the item will be reimbursed in this case – the original shipping charges, as well as the return shipping charged, will not be refunded. The refund will be processed after we receive the item and check it is intact. The right of return only applies to unused and marketable products in the original packaging. The sales packaging of the product must be intact and the seals unopened. Assembled sets and beauty boxes must be returned in their entirety, in which case it is not possible to exchange or return individual products.



Return address:

Rue du village 23,

1436 Chamblon



For refunds, the payment service provider will refund the amount to your account.

Please note that you, as the customer, are responsible for ensuring that your return reaches us. Sometimes it can take up to 14 days to receive and process your return.


Packaging of the product to be returned

When returning the delivered order, include your name and contact information, and preferably the packing list that came with the order.

It is the customer’s responsibility to pack the returned product. The products must be carefully packed so that they are not damaged during transport.


Cancellation / Modification of the order

If you have ordered products from us but would like to cancel your order, please contact us by email or phone as soon as possible. It is possible to cancel the order and make changes to it as long as the order has not yet left our warehouse. If we have already submitted your order, you will no longer be able to make changes to it. Upon receipt of your order, you have the right to exchange or return the products you have received in accordance with our return policy.

Lost or stolen package

OIVA is not responsible for lost or stolen packages. We recommend checking with your neighbours if they have received your parcel by accident – this solves 99% of such cases. If you consider the parcel to be stolen, you can make a claim at your local police office and then send the claim to your Household Insurance.