Refund policy

30-day return policy

You may request a return within 30 days after delivery. To be eligible, the item must be unworn, unused and in the condition received, with its original tags and packaging where applicable. Proof of purchase is required.

Contact us through our contact page before sending any item. We will provide the applicable return instructions. Items sent without prior authorisation may not be accepted.

Return costs

For change-of-mind returns, the customer is responsible for return postage. If an item is faulty, damaged or incorrect, Orlivaine will cover reasonable return costs once the issue has been confirmed. We do not charge a restocking fee.

Exceptions

For hygiene and safety reasons, certain sealed personal items cannot be returned once unsealed unless faulty. Customised items and gift cards are not eligible for change-of-mind returns. This does not affect your statutory rights.

Cancellation rights

UK consumers generally have a statutory right to cancel an eligible distance contract within 14 days after receiving the goods. If you exercise this right, you must return the goods in accordance with the instructions provided. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Refunds

We will inspect your return and notify you of the outcome. Approved refunds are issued to the original payment method. We process refunds within 14 days of receiving the returned goods, or of receiving acceptable evidence that they were sent back, where applicable. Your bank or card provider may require additional time to display the credit.

Orlivaine is operated by ALDERSTEEL LTD, company number 17243968.

Business address: 131 Mare St, London E8 3SG, United Kingdom.

Customer service: support@orlivaine.com, contact form, or +44 20 3458 0945.