Oriella London wants you to be genuinely happy with every order. This policy sits alongside your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, and does not affect those rights.
Your 14-day right to cancel (change of mind). If you are a consumer, you may cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. You then have a further 14 days to return the goods to us. To cancel, email contact@oriella.uk with your order number. We refund the price of the goods and the standard (cheapest) delivery option you chose within 14 days of receiving the goods back, or of proof they've been sent, whichever is sooner.
Condition of returned goods. Please return items unused, with tags attached and original packaging where possible. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Faulty, damaged or misdescribed goods. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty you have a 30-day right to reject it for a full refund. After 30 days you may be entitled to a repair or replacement, and if that fails, a refund. We cover return postage for faulty or incorrect items.
Return postage. For change-of-mind returns you pay return postage. We recommend a tracked service — items remain your responsibility until they reach us.
Exceptions. The right to cancel may not apply to sealed cosmetics or fragrances once unsealed for hygiene reasons, and to personalised or made-to-order goods, except where faulty.
How to start a return. Email contact@oriella.uk with your order number for return instructions. Refunds are issued to your original payment method.