ORVELLA® FAQs

Orders are usually dispatched within 1–3 business days, Monday to Friday, excluding UK public holidays. During peak periods, launches, promotions or high order volumes, processing times may be extended.

Estimated delivery times depend on the shipping option selected at checkout:

• Royal Mail Tracked 48h: 2–3 business days — £2.99
  
• Royal Mail Tracked 24h: 1–2 business days — £3.99
  
• DPD Premium Next Working Day: 24 hour delivery — £5.99
  
• UPS Standard: 1–2 business days by end of day — £8.99
  
• UPS Express: 1–2 business days by 12 pm — £9.99
  
• UPS Express Plus: Next working day by 9:00 AM, with a 12:00 PM order cut-off — £24.99
  

Delivery times are estimates and may vary depending on destination, courier conditions and peak periods.

Yes. we offer free shipping on selected UK orders:

• Orders over £100 via Royal Mail Tracked 48h — FREE
  
• Orders over £180 via Royal Mail Tracked 24h — FREE

Yes. Tracking details are sent by email once your order has been dispatched.

If your order has not arrived within the estimated delivery timeframe, please check the following before contacting our customer care team:

• Confirm that you have received an email advising that your order has been dispatched
  
• Review the tracking link included in your dispatch confirmation email
  
• Check for any emails, calls or delivery attempt notifications from the courier
  
• Check whether the parcel is being held at a local depot or collection point awaiting redelivery or collection
  
• Confirm that nobody at your address has accepted the parcel on your behalf
  
• Check with nearby neighbours, as it may have been left close by in error
  

If you are still unable to locate your parcel, please contact the relevant courier and email customerservice@orvella.co.uk. We will do our best to help resolve the issue as quickly as possible.

Estimated delivery times are provided as a guide only and may occasionally be affected by courier delays, seasonal demand, weather conditions, local service disruption or address-related issues. If your order has been dispatched but has not arrived within the expected timeframe, please review your tracking details first and then contact our customer care team if further assistance is needed.

Once an order has been placed, there is a 15-minute
window in which it may be cancelled or edited. After this timeframe has
passed, we are unable to guarantee amendments or cancellations.

If an order has already been delivered to the
address provided at checkout, we are unable to assist further where the
delivery address entered was incorrect. In this situation, we kindly recommend
contacting the recipient at the address provided.

Orders may only be cancelled within the
initial 15-minute window after they are placed. Once an order has been
processed, prepared for dispatch or dispatched, cancellation is no longer
possible.

You may request a return within 14 days of
receiving your order. If you notify our customer care team 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.

Returned items must be unworn, unused, unwashed and
returned in their original condition, with all original tags, packaging,
accessories and branded presentation elements included where supplied.

Yes. Returns must be authorised before being sent
back. Please contact customerservice@orvella.co.uk
first so return instructions can be provided.

For change-of-mind returns, the customer is
responsible for return shipping costs unless otherwise stated. Where a return
is due to a verified fault or an ORVELLA® error, reasonable return costs may be
covered.

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.

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.

You can contact us by completing the contact form on
our website or by emailing customerservice@orvella.co.uk.

Customer care hours are Monday to Sunday, 9:00 AM
to 9:00 PM (GMT).

Yes. If you are contacting us about an existing order,
please include your order number in your message wherever possible so our team
can assist you more efficiently.

You may contact us for order enquiries, delivery
updates, returns assistance, product questions and general customer support.