Refund policy
At Oriana Grace, we want you to feel confident with your order. If you are not completely happy with your purchase, you may request a return within 30 days of delivery.
This policy applies in addition to any statutory consumer rights that apply in your country. Nothing in this policy limits your legal rights for faulty, damaged, misdescribed, or incorrect items.
30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, your item must be:
- unworn and unused;
- in its original condition;
- returned with its original packaging where possible;
- accompanied by proof of purchase.
Sale, promotional, and bundle-offer items are eligible for return under this policy unless the product page clearly states that the item is final sale before purchase.
Bundle-offer items may be exchanged or returned in line with this policy unless they are clearly marked final sale before purchase. This does not affect any statutory cancellation, withdrawal, refund, repair, replacement, or consumer guarantee rights that apply in your country.
Items That Cannot Be Returned
The following items cannot be returned unless they are faulty, damaged, incorrect, misdescribed, or your local consumer law requires otherwise:
- gift cards;
- personalised or custom-made items;
- items clearly marked as final sale before purchase;
- earrings or pierced jewellery that have been worn or removed from sealed hygiene packaging, where applicable.
Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged, incorrect, or materially different from its description, please contact us at support@orianagrace.com with your order number and photos of the issue. Where possible, please contact us within 7 days of delivery so we can resolve the issue quickly.
This 7-day request does not limit your statutory consumer rights.
If the issue is confirmed, we will offer an appropriate remedy, which may include a replacement, exchange, repair, refund, or return shipping support, depending on the situation and your local consumer rights.
Return Shipping
For standard change-of-mind returns, customers are responsible for return shipping costs unless local law says otherwise.
If the return is due to our error, or because the item is faulty, damaged, incorrect, or misdescribed, we will provide return instructions and, where required, cover or reimburse reasonable return shipping costs.
We recommend using a tracked shipping service. We are not responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, your refund will be processed to your original payment method unless otherwise agreed or required by law. Please allow time for your bank or payment provider to process the refund.
Where required by law, refunds will include the original standard delivery cost. Additional paid shipping upgrades, express shipping, duties, taxes, or import charges may not be refundable unless required by local law.
Exchanges
Exchanges are accepted within 30 days of delivery, provided the item meets the return eligibility requirements and is subject to stock availability.
If you would like a different size, colour, or style, contact us at support@orianagrace.com.
If the replacement item costs more or less than the original item, we will confirm any price difference before processing the exchange.
Where you choose an exchange and the replacement item is unavailable, we may offer store credit as an alternative.
Exchanged items cannot be returned again for change of mind unless required by law. This does not affect your rights if the exchanged item is faulty, damaged, incorrect, or misdescribed.
Customers are responsible for shipping costs for change-of-mind exchanges unless the exchange is due to a faulty, damaged, incorrect, or misdescribed item, or unless local law requires otherwise.
UK & EU Customers
If you are located in the United Kingdom or European Union, you may have a statutory right to cancel or withdraw from an online purchase within 14 days of delivery without giving a reason.
Our 30-day return window is intended to give you more time than the statutory minimum. To exercise your cancellation or withdrawal rights, contact us at support@orianagrace.com within the return period.
You then need to return the item to us within the timeframe required by applicable law. Items should be returned unused and in their original condition, except for handling reasonably necessary to inspect them.
Australia, New Zealand, Singapore, Canada, and United States Customers
Customers in these countries may have rights under local consumer protection laws, including rights relating to faulty, damaged, unsafe, misdescribed, or incorrect products.
This policy does not exclude or limit those rights.
How To Start A Return
To start a return, contact us at:
Please include:
- your order number;
- the email address used to place the order;
- the item you want to return;
- the reason for return;
- photos if the item is faulty, damaged, or incorrect.
We will reply with return instructions.
Please do not send items back without contacting us first, as this may delay your refund or exchange.