ORVELLA® Shipping & Returns

ORVELLA® Shipping & Returns

At ORVELLA®, we aim to make every order experience clear, reliable and considered from dispatch through to delivery and, where needed, return.

Order Processing

Orders are usually dispatched within 1–3 business days, Monday to Friday, excluding UK public holidays.

During peak periods, promotional campaigns, launches, limited releases or unusually high order volumes, dispatch times may be extended. Where possible, significant delays will be communicated by email.

Please note that processing time is separate from delivery time.

Delivery Information

Delivery options and estimated delivery times are shown at checkout and in your order confirmation.

Estimated UK delivery services include:

  • Royal Mail Tracked Standard: 2–3 business days
  • Royal Mail Tracked Express: 1–2 business days
  • DPD Premium Next Working Day: 24 hours, excluding Sunday
  • UPS Standard: 1–2 business days by end of day
  • UPS Express: 1–2 business days by 12 pm
  • UPS Express Plus: 1–2 business days by 9 am

Delivery times are estimates only and are not guaranteed. Delays may occur due to courier issues, seasonal demand, weather conditions, customs processing, local service disruption or incorrect delivery information.

Shipping Destinations

ORVELLA® ships across the United Kingdom, with international destinations available where offered at checkout.

If your country is not available at checkout, shipping to that location may not currently be available.

Shipping Charges

Shipping charges are displayed at checkout and are calculated based on destination, parcel size or weight, and the delivery service selected.

Shipping fees are generally non-refundable, except where required by law.

Tracking

Where available, tracking details are sent by email once an order has been dispatched.

Please note that tracking updates are controlled by the courier and may not update immediately after dispatch.

Address Accuracy

Customers are responsible for ensuring that all shipping and contact details entered at checkout are complete and accurate.

This includes:

  • house or building number
  • street name
  • postcode or ZIP code
  • city
  • country
  • phone number where required by the carrier

If an order is delayed, returned, misdelivered or lost due to incorrect or incomplete address details provided by the customer, ORVELLA® is not responsible for replacement or compensation.

If a parcel is returned due to address issues or failed delivery attempts, ORVELLA® may either:

  • refund the order excluding shipping costs, or
  • resend the order once an additional shipping fee has been paid, subject to stock availability

Delivery Issues

If tracking shows a parcel as delivered but you believe it has not been received, ORVELLA® must be contacted within 48 hours of the delivery notification.

You may be asked to provide:

  • confirmation of the delivery address
  • confirmation of household recipients
  • checks with neighbours or reception
  • supporting evidence for investigation

Where appropriate, a courier investigation may be opened. Resolution will depend on courier findings.

If a parcel is confirmed lost in transit, ORVELLA® may offer either:

  • a replacement, subject to stock availability, or
  • a refund

If tracking confirms delivery, or the parcel has been left in a safe place or accepted by a third party at the address provided, ORVELLA® is not responsible for theft after delivery.

If a parcel or item arrives damaged, ORVELLA® must be contacted within 48 hours of delivery with clear photographs of the outer packaging, internal packaging and affected item or items.

Returns

You may request a return within 14 days of receiving your order.

If you notify ORVELLA® within this period that you wish to return an item, you then have a further 14 days to send it back, provided it meets the return conditions.

Return Conditions

Returned items must be:

  • unworn
  • unused
  • unwashed
  • unaltered
  • free from marks, odours or signs of wear
  • returned with original tags attached
  • returned with original packaging, accessories and branded presentation elements where supplied

All returned items are inspected. ORVELLA® reserves the right to refuse a return or reduce a refund if the item shows signs of wear, damage, washing, alteration, misuse or handling beyond what is necessary to assess it.

Non-Returnable Items

Unless faulty or incorrectly supplied, the following items are non-returnable:

  • gift cards or store credit
  • final sale or clearance items clearly marked at purchase
  • items returned with missing tags, missing packaging or broken hygiene seals where applicable
  • items that have been worn, washed, altered or damaged after delivery

Return Authorisation

Returns must be authorised before being sent back.

To request a return, please contact customerservice@orvella.co.uk with:

  • your order number
  • the item or items you wish to return
  • the reason for return

If approved, return instructions will be provided.

Unauthorised returns may be refused and returned to sender.

Return Shipping Costs

For change-of-mind returns, the customer is responsible for all return shipping costs, including:

  • return postage or courier fees
  • tracking and insurance costs
  • packaging costs
  • customs paperwork, duties, taxes or brokerage charges for international returns

ORVELLA® does not offer free returns for change-of-mind purchases.

If a prepaid return label is provided as a convenience, its cost may be deducted from the refund unless the return is due to a verified fault or ORVELLA® error.

Refunds

Once a return has been received and inspected, ORVELLA® will confirm approval or refusal by email.

Approved refunds are processed to the original payment method within 14 days of receiving the returned goods, or within 14 days of receiving proof of return where applicable.

If you cancel within the legal cancellation period, ORVELLA® will refund the cost of standard outbound delivery where paid. If an upgraded or express shipping service was selected, only the standard delivery cost is refundable.

Exchanges

Exchanges are not guaranteed due to limited stock availability.

If you require a different size or colour, the recommended approach is to return the item if eligible and place a new order.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact ORVELLA® within 48 hours of delivery with:

  • your order number
  • clear photo or video evidence
  • a description of the issue

Where a fault is verified, ORVELLA® will provide the appropriate remedy in line with UK consumer law, which may include repair, replacement or refund.

In cases of verified fault or ORVELLA® error, reasonable return shipping costs will be covered.

International Orders

For international orders, customers are responsible for any applicable:

  • import duties
  • customs charges
  • taxes
  • brokerage or handling fees

These charges are imposed by the relevant local authority and are outside ORVELLA®’s control.

International returns for change of mind remain the customer’s responsibility, including return shipping costs and any customs paperwork or charges.

Contact

For shipping, delivery, returns or refund enquiries, please contact:

Email: customerservice@orvella.co.uk
Phone: +44 (0) 7400 063 268
Hours: 9 am to 9 pm GMT, Monday to Sunday

Statutory Rights

Nothing in this Shipping & Returns information affects your statutory rights under applicable consumer law.