Terms And Conditions

Olivia Mercer uses USPS Priority Mail for Domestic, Military APO/FPO, and International shipments. We ensure that all items are shipped in a timely manner upon receiving your order. Please allow 5-7 business days to receive your shipment unless otherwise noted. Shipping rates are given at flat rates determined by your delivery method. Any payment authorization, verification, or national holidays may cause delays with shipping.

Orders are processed Monday - Friday (not including Holidays).

Orders that are received after 5 PM PST will be processed the next business day.

We currently ship within the United States (Domestically) and International*.

* = International orders are subject to higher shipping rates.

We will not be responsible for delays in shipments that involve customs and any held packages. Orders shipped internationally are subject to the country's tariffs, duties, and taxes. We will not be responsible for those charges.

1. Pre orders require payment to be made at checkout. 

2. Please note that due to the nature of pre-order items, we will not be accepting cancellations.

3.  We cannot estimate or guarantee a specific ship date so we cannot guarantee products will be available in 4 weeks. We will ship orders the moment they are available.

4.Sometimes the ordered items will arrive later than 4 weeks due to several factors (eg: customs)

5. Please do not order if you are unable to wait. 

6. If you combine in-stock and pre-ordered items, ALL items will be shipped at once when all pre-ordered items are available.

7. Once you place an order with us, it means that you are willing to accept these terms & conditions.

*All sale items and items purchased with a special promotion code are final sale. No exchanges or refunds will be made. No Exceptions.* If shipping fee was charged, it is non refundable. Olivia Mercer will accept merchandise in its original condition for refund. Returned merchandise must include the original shoe box, dust bag, heel taps (if applicable) and it must be returned to us within 5 days from the date of delivery (i.e. your return shipment must be postmarked within 5 days from receipt of your order). Customers are responsible for any shipping fee associated with returns. Please note that the shoes must be absolutely free of any markings, scratching or any sign of usage for a refund to take place. All shoes must be tried on for fit and size on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are very delicate and we cannot accept returns on shoes that appear worn, damaged or soiled. The sole of each shoe must be in perfect condition. Returned shoes in which the soles appear damaged or worn will not be accepted and will be returned to you at your expense. We have the right to refuse a refund of any shoes which appear to be damaged. At the company's discretion, there will be a 30% restocking fee if returned products show signs of wear. Usually if the bottom of the shoes are scratched or dirty it is considered used. We thank you for your understanding. Shipping and handling charges will not be refunded.  Free shipping is offered for all “Non-Sale” purchases. However, if a customer decides to return the item(s) purchased, the shipping fees Olivia Mercer paid will be deducted from the customer’s refund (aka restocking fee will be charged).  

*All sale items and items purchased with a special promotion are final sale. No exchanges or refunds will be made. No Exceptions.* Olivia Mercer offers an exchange on non-sale items. Customers are responsible for any shipping fee associated with exchanges. Shipping fee on any exchange is non-refundable. Merchandise for exchange must include the original shoe box, dust bag, heel tips (if applicable) and it must be returned to us within 5 days from the date of delivery. Please note that the shoes must be absolutely free of any markings, scratching or any sign of usage for an exchange to take place. All shoes must be tried on for fit and size on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are very delicate and we cannot accept returns for exchange on shoes that appear worn or damaged. The sole of each shoe must be in the condition received otherwise we cannot honor an exchange. 

All sale items and items purchased with a special promotion code are final sale. No exchanges or refunds will be made. No Exceptions.

At the company’s discretion, customers may be offered a store credit. Store credit received on a “SALE” purchase can only be used or applied towards other “SALE” items. 

When placing an order be sure that your shipping and billing address match the form of payment chosen. We will not accept orders if the address does not match the form of payment.

Please email orders@oliviamercer.com to notify us regarding your exchange/refund.

You must return your items to the address below within 5 days from the day you receive your package. Please write your order # on the outside of the package. You will receive your refund in the original form of payment. Unfortunately we cannot refund duties, taxes or shipping charges. 

Please send all returns to:

Olivia Mercer, LLC
PO BOX 2586
Gardena, CA 90247

Refunds will be processed within approximately 1 to 3 business days after we receive your return.

Olivia Mercer recommends sending return parcels with tracking as we are not liable if your return is not received at our PO Box address. If your parcel goes missing you will be required to provide two pieces of documentation; a proof of delivery at our PO Box address and a scanned image of the signature obtained upon delivery. If you cannot provide this information, Olivia Mercer will not be held accountable for any losses.