Verified Company
AVOID THIS COMPANY!
Charged duties and taxes on the package despite there being zero mention of this via their website.
I paid £48 in duties and requested returning the item for a refund, they offered as a gesture of goodwill to refund half of the duties for the inconvenience upon return of the goods, to which I agreed.
I paid £48 in duties as well as £22 to return the item, as they were charged just 8 EUR in duties upon return (which was nothing to do with me) they are now going back on their agreement to refund half of my duties paid (£25).
Albeit just £25, I have now been ignored for a number of months, to date I have not received any response back to the many emails I have sent.
I am therefore £70 out of pocket, I have had to pay to return the item and did not request reimbursement for this, all I asked was for them to maintain the promise they made to me..
They are not a trustworthy company, do not trust any promises they make as they will be broken and are to be avoided at all costs.
I am part of various online trainer communities and marketplaces with thousands of people and will make this known.
Reply from Olliewood
2025.12.11
Thank you for taking the time to share your feedback. We are sorry to hear about your dissatisfaction and would like to clarify a few important points for transparency.
Customs duties and import taxes are standard procedures applied by the destination country’s customs authorities, not by our company.
These fees are common knowledge for international orders, including shipments to the UK, the United States, and other regions that routinely apply import duties.
As stated clearly in our Shipping & Returns Policy, customs charges are the responsibility of the recipient and are not refundable by us. Likewise, return-shipping fees are not covered or reimbursed by our company.
Regarding your specific case, we offered a gesture of goodwill outside of our usual policy to reimburse part of your duties once the item was returned. The return arrived with significantly different customs charges than originally declared, which affected the situation and our ability to proceed as initially discussed. Nevertheless, our intention was never to ignore your concerns, and we sincerely apologize if our communication did not meet your expectations.
We always aim to be transparent and fair, and we regret that this experience left you feeling otherwise. If you would like us to review your case once more, please contact our support team directly so we can try to assist you further.
Thank you for your understanding.
Customs duties and import taxes are standard procedures applied by the destination country’s customs authorities, not by our company.
These fees are common knowledge for international orders, including shipments to the UK, the United States, and other regions that routinely apply import duties.
As stated clearly in our Shipping & Returns Policy, customs charges are the responsibility of the recipient and are not refundable by us. Likewise, return-shipping fees are not covered or reimbursed by our company.
Regarding your specific case, we offered a gesture of goodwill outside of our usual policy to reimburse part of your duties once the item was returned. The return arrived with significantly different customs charges than originally declared, which affected the situation and our ability to proceed as initially discussed. Nevertheless, our intention was never to ignore your concerns, and we sincerely apologize if our communication did not meet your expectations.
We always aim to be transparent and fair, and we regret that this experience left you feeling otherwise. If you would like us to review your case once more, please contact our support team directly so we can try to assist you further.
Thank you for your understanding.
If you buy an article and would like to return it, you do not get a refund, you just get a voucher.
In their answer they note that the fact that they give vouchers is a “favour”, which is demeaning. Giving vouchers is not a favor but a commercial decision driven by also commercial considerations. You give a voucher because no one would purchase at your shop if you didn’t. Embarrassing answer.
Reply from Olliewood
2025.12.08
Hello Rafael,
we are sad to read about your unsatisfied experience in our shop.
To clarify the situation and return policy as discussed in your presence:
For items purchased in our physical shop we allow customers to return new products associated with the original receipt (sales items will not be accepted) within 14 days only for vouchers.
As we do the favour to accept returns/exchanges for our clients & this has been the policy for several years, we are surprised by a solid one star review.
We wish you a great day
Answer on your edited reply;
"In Luxembourg shops are not legally required to accept returns for items purchased in-store INSTEAD we choose to offer vouchers as a gesture of goodwill to provide our customers with flexibility. We understand this may not suit everyone If you’d like to discuss your situation further, please feel free to contact us directly via shop or email."
we are sad to read about your unsatisfied experience in our shop.
To clarify the situation and return policy as discussed in your presence:
For items purchased in our physical shop we allow customers to return new products associated with the original receipt (sales items will not be accepted) within 14 days only for vouchers.
As we do the favour to accept returns/exchanges for our clients & this has been the policy for several years, we are surprised by a solid one star review.
We wish you a great day
Answer on your edited reply;
"In Luxembourg shops are not legally required to accept returns for items purchased in-store INSTEAD we choose to offer vouchers as a gesture of goodwill to provide our customers with flexibility. We understand this may not suit everyone If you’d like to discuss your situation further, please feel free to contact us directly via shop or email."
Reply from Olliewood
2025.07.15
Hi Erik,
Thank you for your feedback. We're sorry to see you had a less-than-great experience with us. We always aim to provide a welcoming atmosphere and helpful service, so we’d really appreciate it if you could let us know what went wrong or how we can improve. Feel free to reach out directly – we're always open to learning and making things better.
Thank you again,
Olliewood Team
Thank you for your feedback. We're sorry to see you had a less-than-great experience with us. We always aim to provide a welcoming atmosphere and helpful service, so we’d really appreciate it if you could let us know what went wrong or how we can improve. Feel free to reach out directly – we're always open to learning and making things better.
Thank you again,
Olliewood Team
Superb experience ... I ordered a couple of very nice nike sb zoom ... And it was a hell of a job to find them.. but of all places i found this wonderful sneakers in majestic and beautiful Luxembourg ... In a couzy skatestore named Olliewood... Great service with a very personal hand written "thank you ";note on top of my sneakers with a couple of great stickers makes my day perfect and put a big smile on my face ... Thank you and i will follow your shop online... Greetings from Rotterdam Holland
Reply from Olliewood
2025.07.09
<3
Amazing shop, outstanding customer service and overall great core vibes that you want in a skateshop. Ordered online when they had huge black friday deals, got 3 decks for dirt cheap, and when they couldn't give me one I had ordered due to stock shortage, they threw another very similar one and a bunch of stickers to apologise. So stoked. Will order again and drop by when I'm around the area. thanks guys :)
