We stand behind every jar.
Honey is a food, so we handle this a little differently. Here is how we make it right if something is not perfect when it arrives.
The short version
- If your order arrives damaged or wrong, send us a photo and we will replace it or refund it. No need to mail anything back.
- Because honey is a food, we cannot take back opened jars, but we stand behind every one.
- Crystallized honey is not a defect, so it is not grounds for a refund. We are happy to help you fix it.
- Approved refunds land within 7 to 10 business days.
Our approach
We want you to love your honey. Because it is a food product, we handle this a little differently than a clothing shop would. For safety reasons, opened food cannot be returned or resold, so we do not accept returns of opened jars. Instead, we stand behind every order: if something arrives damaged, wrong, or genuinely not right, we will replace it or refund it.
If your order arrives damaged
Glass and shipping do not always agree. If a jar arrives broken or leaking, take a photo and email us at hello@oliviashoney.com within 7 days of delivery with your order number. We will send a replacement or issue a refund, your choice. You do not need to ship the broken jar back.
If you receive the wrong or a missing item
If we sent the wrong product or left something out, tell us within 7 days and we will fix it right away, with a replacement or a refund.
Quality concerns
If you open a jar and something is genuinely wrong with the honey, we want to know. Email us with your order number and a photo or a quick description, and we will make it right.
What we are not able to accept
To keep things fair and safe, we cannot offer returns or refunds for opened jars returned by mail, a change of mind after opening, personal taste preferences such as finding it milder or sweeter than expected, or honey that has simply crystallized.
Crystallized honey is not a defect
It is what real raw honey does over time, and it comes back to liquid with a little gentle warmth. For that reason it is not grounds for a refund, but we are always glad to help you fix it. See the Learn page.
How to start a claim
Email hello@oliviashoney.com with your order number and a photo of the issue. The sooner you reach out, the sooner we can help, and a real person reads every message.
Refunds
Approved refunds go back to your original payment method, usually within 7 to 10 business days of approval. Your bank or card issuer may take a few extra days to post it.
Changes and cancellations
Need to change or cancel an order? Email us as soon as you can. We pack quickly, so we can usually only make changes before an order ships. Once it is on its way, we will help through the steps above.
Still have a question about your order?
Contact us