Return Conditions
- •Item returned in its original condition
- •Original packaging where reasonably possible
- •Item safely packaged for return
- •Order number or other proof of purchase provided
A considered approach
Returns & Refunds
We want you to be completely satisfied with your purchase. If a piece is not right for you, we are here to help with a clear and considered returns process.
14 Days
for EU Customers
If you are based in the European Union and your purchase qualifies for the statutory right of withdrawal, you may notify ORELMORA of your decision to withdraw within 14 days of receiving your order.
The return process
01
Notify us
Contact ORELMORA within the applicable return period.
02
Return the item
Send the piece back safely, following the return instructions provided.
03
Inspection
We inspect the item once it is received and confirm its condition.
04
Refund
Once the return is accepted, we process the applicable refund.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect or otherwise covered by applicable consumer rights.
We recommend using a tracked and appropriately insured delivery service.
Damaged or Incorrect Items
If your item arrives damaged or you receive the wrong item, please contact us as soon as possible.
- Keep all original packaging
- Provide clear photographs of the item and packaging
- We will review the case and arrange an appropriate solution
Personalised or
Made-to-Order Items
Certain personalised, bespoke or made-to-order pieces may be excluded from the standard right of withdrawal where permitted by applicable law.
Where an exclusion applies, this will be stated before the purchase is completed.
United Kingdom (UK)
Purchases within the United Kingdom are completed through personal collection in London. If you need assistance concerning an item collected in London, please contact ORELMORA directly so that we can review the circumstances of your purchase.
Visits and collections are arranged by appointment.
Refunds
Once ORELMORA has received the returned item, or acceptable proof of return where applicable, we will process the refund in accordance with the applicable consumer rules.
We may wait until the item is received back or until sufficient proof of return is provided before issuing the refund.
Refunds are made using the same payment method used for the original purchase, where possible. Where the statutory right of withdrawal applies, the standard outbound delivery charge is refunded where required by law. Additional costs resulting from an upgraded or express delivery method are not refundable beyond the standard delivery amount, unless otherwise required by law.
Nothing in this policy limits any mandatory consumer rights that apply to faulty, damaged or misdescribed goods.
Frequently asked questions
You may also
wonder about
How do I start a return?
Please contact ORELMORA within the applicable return period and include your order number and the email address used for the purchase. We will provide the relevant return instructions before you send the item back.
Who pays for return shipping?
Unless the item is faulty, damaged, incorrect or otherwise covered by your statutory rights, the customer is responsible for the cost of returning the item. We recommend using a tracked and appropriately insured delivery service.
When will I receive my refund?
Once the returned item has been received, or acceptable proof of return has been provided where applicable, the refund will be processed in accordance with the applicable consumer rules. ORELMORA may wait until the goods are received back, or until proof of return is supplied, before issuing the refund.
Can I return a personalised or made-to-order item?
Certain personalised, bespoke or made-to-order items may be excluded from the standard right of withdrawal where permitted by applicable law. Any such exclusion will be clearly identified before purchase.
What should I do if my item arrives damaged?
Please contact ORELMORA as soon as possible and keep the item and all original packaging. We may ask for photographs of the piece, packaging and shipping label so that we can review the delivery and arrange an appropriate solution.
Still have questions?
We are here to help. If you have any questions about returns, refunds or a specific order, please get in touch.