Orders
Where do you ship to?
We currently ship to the United Kingdom only. If a destination is not available at checkout, we are not accepting orders for it at this time.
How long will my order take?
Orders are processed in 1–3 business days, then take 6–10 business days in transit, so 7–13 business days in total. Business days exclude weekends and public holidays. These are estimates, not guaranteed dates.
Can I track my order?
Yes. You will receive a tracking link by email once your order is dispatched, and you can also check progress on our Track Your Order page.
Can I change or cancel my order?
You can cancel free of charge within 24 hours of placing your order, as long as it has not yet been dispatched. Email info@orvanilondon.com with your order number as soon as possible. Under UK consumer law you also have 14 days from delivery to change your mind — see our Refunds and Returns page.
Will I pay customs or import charges?
No. Prices shown at checkout are in pounds sterling and include everything you pay. There are no additional charges on delivery.
Returns and refunds
How long do I have to return something?
30 days from the delivery date. Items must be unused, unwashed and in their original condition with tags and packaging where applicable.
How do I start a return?
Email info@orvanilondon.com with your full name, order number, the email address used to order, the reason for the return and photographs if the item is faulty. We will send you the return address and instructions.
Who pays for return postage?
You do, for standard or change-of-mind returns. If the item arrived damaged, faulty, incorrect or materially different from its description, we cover the return cost and you get a full refund or a replacement.
How long does a refund take?
Refunds are issued within 7 business days of us receiving and inspecting the returned item, back to your original payment method. Your bank or card issuer may take a few extra days to show it.
Do you charge a restocking fee?
No.
Sizing
How do I know which size to order?
Every product page has a size guide with the measurements for that specific item. Our supplier sizing is not always the same as UK high street sizing, so please check the guide rather than assuming your usual size.
Are shoe sizes in UK or EU?
All footwear is listed in EU sizes. The size guide on each product page shows the foot length in centimetres so you can pick by measurement.
What if it does not fit?
Return it within 30 days for a refund, or email us to arrange an exchange for a different size subject to availability.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Union Pay, Klarna, Apple Pay, Google Pay and Shop Pay. See our Payment Methods page for details.
Is checkout secure?
Yes. Checkout is handled by Shopify over an encrypted connection and we never see or store your full card details.
What currency are prices in?
All prices are shown and charged in pounds sterling (GBP).
Contacting us
How do I get in touch?
Email info@orvanilondon.com or use our contact page. We reply within 24–48 hours on working days.
What are your customer service hours?
Monday to Friday, 09:00–17:00 CET.