Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
LATE AND LOST DELAYS
Items cannot be replaced before they are classified as lost items by the Royal Mail services. That is 20 working days for the UK and 30 working days for international deliveries after the dispatch date.
On international deliveries, your parcel is usually handled by more than one courier service. Hence when parcels are sent abroad, the actual delivery of your parcel will be their responsibility. Often delays of up to 10 days are caused by customs checks.
Parcels that are tracked as being delivered but not received by the customer (This may happen if you have provided us with your work address, where a colleague within your company or someone else has signed for). In these cases, you will need to obtain a proof of delivery certificate from the Royal Mail by filling their signature request form. Please note that ORANDA STONE does not refund nor replace items that are tracked as being delivered. For such reasons, we recommend that you provide us with your home address for all deliveries.
A bespoke or customised order cannot be changed or cancelled once your deposit has been paid. This is your agreement and commitment to the order.