Refund policy

ORVELLA™

Return & Refund Policy

Effective date: 01/02/2026

At ORVELLA, we maintain strict quality and hygiene standards. If you wish to return an order, ORVELLA offers a 14-day return window from the date of delivery, subject to the conditions below.

This policy applies to purchases made directly via the ORVELLA website - https://www.orvella.co.uk/.

14-Day Returns (Right to cancel)

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

If you notify ORVELLA within 14 days that you wish to cancel your online order, you then have a further 14 days to send the item(s) back.

Return Eligibility

Returned item(s) must be:

Unworn, unused, unwashed
Free from marks, stains, odours, smoke, deodorant, perfume, hair, makeup
Returned with all original tags attached
Returned with all original packaging, accessories, and branded presentation elements included (where supplied)

All returns are inspected. ORVELLA reserves the right to refuse a return or issue a reduced refund if the item(s) show signs of wear, damage, washing, alteration, misuse, or handling beyond what is necessary to assess the item.

Non-Returnable Items (Except Faulty)

The following are non-returnable unless faulty or incorrectly supplied:

Gift cards / store credit
Final sale / clearance items (clearly marked at purchase)
Items returned with missing tags, missing packaging, or hygiene seals broken (where applicable)
Items that have been worn, washed, altered, or damaged after delivery

Return Authorisation

Returns must be authorised to be accepted.

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

Order number
Item(s) to be returned
Reason for return

If approved, ORVELLA will issue return instructions and (where applicable) a return address.

Unauthorised returns (sent without approval) may be refused and returned to sender.

Return Shipping Costs

Change-of-mind returns (not defective)

The customer is fully responsible for all return shipping costs if the item is not defective, including but not limited to:

Return postage / courier fees
Tracking and insurance fees (recommended)
Packaging costs
Any customs paperwork, duties, taxes, brokerage or import charges (for international returns)

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

If ORVELLA offers a prepaid label as a convenience, the cost of that label will be deducted from the refund unless the return is due to a verified fault or ORVELLA error.

Risk of Loss & Packaging Requirements

Until the returned parcel is received and checked by ORVELLA, the customer is responsible for the item(s).

The customer must ensure:

Items are securely packaged to avoid damage in transit
A tracked service is used (and insurance is strongly recommended for high-value returns)
Proof of posting and tracking details are retained
Return is sent within the required timeframe

ORVELLA is not responsible for returns that are lost, damaged, misdirected, or delayed in transit.

Refunds

Once your return is 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, if earlier).

Delivery refunds

If you cancel within the legal cancellation period, ORVELLA refunds the cost of standard outbound delivery (if paid). If you chose upgraded/express shipping, only the standard delivery cost is refundable.

Deductions, Refused Returns & Return to Sender

ORVELLA may refuse a return or reduce a refund where items are returned:

Worn/washed/altered
Stained or odorous
Without tags/packaging where required
Damaged due to improper packaging
Outside the return window

If a return is refused, ORVELLA may offer to ship the item(s) back to you at your expense. If you do not arrange payment for return shipping within a reasonable period, ORVELLA may be unable to store the item(s) indefinitely.

Exchanges

ORVELLA does not guarantee exchanges due to limited stock availability.

For size/colour changes, we recommend returning the item (if eligible) and placing a new order immediately.

Faulty, Damaged or Incorrect Items

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

Order number
Clear photos/video evidence
Description of the issue

Where a fault is verified, ORVELLA will provide the appropriate remedy in line with UK consumer law (repair, replacement, or refund). Customers may have a short-term right to reject faulty goods within 30 days.

In cases of verified fault or ORVELLA error, ORVELLA will cover reasonable return shipping costs.

International Returns

For international returns (change of mind), the customer is responsible for:

Return shipping costs
Customs declarations and paperwork
Any import duties/taxes/brokerage costs

Returns should be marked appropriately as “Returned Goods” where required. If a return generates import charges payable by ORVELLA, ORVELLA may refuse the parcel or recover associated costs where permissible.

Chargebacks & Payment Disputes

If a chargeback/payment dispute is raised without first contacting ORVELLA, ORVELLA may pause return/refund processing while the dispute is investigated and provide evidence to the payment provider (delivery confirmation, tracking, return inspection results, communications).

Statutory Rights

Nothing in this policy limits your statutory rights under applicable consumer protection laws.

We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7-10 days for your return or exchange to be processed. Please note if your exchange request is unavailable a refund will be processed instead.

For further assistance please contact our customer service team by email at customerservice@orvella.co.uk or call us on +44 (0) 7400 063 268. Please note our office hours are 9 am to 9 pm GMT, Monday to Friday.