Refund Policy
At Olive Alabaster Co., each jar is handcrafted in small batches with care, intention, and attention to quality. Because our products are personal skincare items, we’re unable to accept all returns. That said, if something arrives damaged, incorrect, or there is a concern with your order, please reach out—we want to make it right whenever we can.
By placing an order with Olive Alabaster Co., you agree to the refund, return, and replacement terms below.
Returns on Unopened and Unused Products
We accept returns on unopened and unused products within 5 days of delivery.
To be eligible for a return:
● the item must be unused, unopened, and in its original condition
● the return request must be submitted within 5 days of delivery
● the product must be approved for return by Olive Alabaster Co. before being sent back
Please note:
● Customers are responsible for return shipping costs on approved returns of unopened and unused products.
● Original shipping charges are non-refundable.
● If a returned product is opened, used, damaged, or not returned in its original condition, no refund will be issued.
Once the approved return is received and inspected, any eligible refund will be issued within 3 business days to the original form of payment when possible.
Opened or Used Products
Due to the nature of handmade skincare and hygiene standards, opened or used products are not eligible for return or refund.
Exceptions may be considered case by case for concerns such as:
● skin sensitivities or allergic reactions
● quality concerns
● other product-related issues reviewed by Olive Alabaster Co.
If an exception is approved for an opened or used product, it will generally be issued as store credit, not a refund.
Allergic Reactions, Skin Sensitivities & Patch Testing
Because every person’s skin is different, Olive Alabaster Co. cannot guarantee how each individual will respond to every ingredient. If you experience a skin sensitivity or allergic reaction, please contact us case by case with:
● your order number
● photos, if applicable
● a brief description of the concern
Approved resolutions for these situations are handled at the sole discretion of Olive Alabaster Co. and may be issued as store credit rather than a refund.
We kindly recommend patch testing all products before full use, especially if you have sensitive or reactive skin.
Damaged or Defective Products
If your order arrives damaged or defective, please contact Olive Alabaster Co. within 3 days of delivery.
To process a damaged or defective item claim, we require:
● your order number
● clear photos of the damaged, broken, or defective product
● photos of the packaging, if applicable
Once reviewed and approved, Olive Alabaster Co. may issue either:
● store credit, or
● a replacement product
The resolution offered will depend on product availability and the nature of the issue.
Incorrect Orders
If you receive the wrong item, please contact us within 3 days of delivery.
If the claim is approved:
● Olive Alabaster Co. will provide a return shipping label for the incorrect item
● the incorrect item must be returned before a replacement is sent
● once the incorrect item is received, we will ship the correct product as soon as possible
Heat, Melting & Natural Product Variations
Because our skincare is made with natural tallow and other naturally derived ingredients, texture, consistency, and appearance may vary slightly from batch to batch. Warm weather and shipping temperatures may also cause products to soften, melt, or become grainy in texture.
These natural changes do not automatically qualify as product damage or defect.
If your product arrives:
● leaking
● shattered
● severely compromised
● or otherwise unusable
please contact Olive Alabaster Co. within 5 days of delivery with photos and your order number so we can review the issue.
Order Cancellations
Orders may be canceled within 12 hours of purchase.
After 12 hours, we may not be able to cancel the order, especially if it has already been packed, processed, or moved into production.
Because Olive Alabaster Co. offers a mix of ready-to-ship and made-to-order products, some items may begin fulfillment quickly. If an item is out of stock and being made to order, Olive Alabaster Co. will communicate any extended processing time. Standard orders are expected to ship within 3 business days unless otherwise stated.
Final Sale Items
The following items are final sale and are not eligible for return or refund:
● limited edition products
● seasonal products
● bundles
● samples / trial sizes
Payment Method Notes
Refunds approved by Olive Alabaster Co. will be issued to the original form of payment when possible.
Depending on how the order was placed, refunds may be returned via:
● Venmo
● PayPal
● original card payment
● store credit, where applicable
For in-person purchases made with cash or other approved payment methods, approved resolutions may be provided as store credit, exchange, or another mutually agreed solution at Olive Alabaster Co.’s discretion.
How to Start a Return or Report an Issue
To request a return or report a problem with your order, please contact Olive Alabaster Co. with:
● your full name
● order number
● description of the issue
● photos, if applicable
Please do not send items back without approval first, as unauthorized returns may not be accepted or refunded.
Policy Updates
Olive Alabaster Co. reserves the right to update or modify this Refund Policy at any time without prior notice. The version in effect at the time of purchase will apply to your order.
If you have any questions about your order, shipping status, or delivery concerns, please reach out to:
Olive Alabaster Co. Customer Care
We are always happy to help.