Refunds and Returns

At Orvani London we want you to be satisfied with your order. If an item does not meet your expectations, this policy explains how to return it, how you will be refunded and how long it takes. This policy should be read together with our Terms of Service.

Key information at a glance

Cancellation period: 24 hours to cancel free of charge before dispatch, plus the 14-day statutory right to cancel from the day you receive your order
Return period: 30 days from the delivery date
Return shipping costs: paid by the customer for change-of-mind returns; paid by us for damaged, faulty, incorrect or materially different items
Restocking fee: none
Refund method: back to the original payment method used for the order
Refund processing time: within 7 business days of us receiving and inspecting the returned item, and always within 14 days of receipt

Cancellation period

You can cancel your order free of charge within 24 hours of placing it, provided it has not yet been dispatched. Email info@orvanilondon.com with your order number as soon as possible and we will stop the order and refund you in full.

Separately, and in addition to the above, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of the day you, or someone you nominate, receives the goods, without giving any reason. You then have a further 14 days to send the goods back. To exercise this right, simply tell us clearly that you wish to cancel, by email to info@orvanilondon.com.

Our 30-day return window is offered voluntarily and is more generous than the statutory minimum. It does not replace or limit your statutory rights.

Return period

You may request a return within 30 days from the date your order was delivered. Requests made after this period may not be accepted, except where applicable consumer law requires otherwise.

Condition of returned items

Items must be unused, unwashed and returned in their original condition, with original tags and packaging where applicable. You may handle and inspect the goods as you would in a shop; if the value of the goods is reduced because you have handled them beyond that, we may reduce the refund accordingly.

For hygiene reasons we cannot accept returns of pierced jewellery, or of underwear, swimwear and hosiery where any sealed hygiene strip or packaging has been opened, unless the item is faulty.

How to start a return

Before sending anything back, contact our Customer Support team at info@orvanilondon.com and include:

Your full name
Your order number
The email address used to place the order
The reason for the return
Photographs of the item, if it is damaged, faulty or incorrect

We will reply with the correct return address and instructions. Please do not send items back before you have received these, as we cannot process unannounced returns.

Return shipping costs

For standard or change-of-mind returns, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

Where the item is damaged, faulty, incorrect or materially different from its description, we cover the cost of return shipping.

Damaged goods, faulty or incorrect items

If your item arrives damaged, defective, incorrect or materially different from what was described, contact us within 14 days of delivery with your order number and clear photographs of the item and its packaging.

Once we have verified the issue you may choose a 100% refund or a free replacement, and we cover the return shipping. Damaged goods are never subject to a restocking fee or a deduction.

Nothing in this policy affects your rights under the Consumer Rights Act 2015, which entitles you to goods that are of satisfactory quality, fit for purpose and as described.

Lost or undelivered orders

If tracking shows your order as lost, or delivery cannot be confirmed, you are entitled to a 100% refund or a replacement. Contact us with your order number and we will investigate with the carrier.

Refund method

All refunds are issued to the original payment method used to place the order — the same card, wallet or pay-later account. We cannot refund to a different card or account, and we do not issue refunds as store credit or gift cards unless you specifically ask for it.

If the original payment method is no longer available, contact us and we will agree an alternative with you.

Refund processing time

Once your return reaches us it is inspected, and your refund is issued within 7 business days of that inspection. Where your statutory right to cancel applies, we will in any case refund you within 14 days of receiving the goods back, or of receiving evidence that you have sent them.

After we issue the refund, your bank or card issuer may take a further 3 to 10 business days to show the money in your account. That part is outside our control.

Original outbound shipping costs are refunded in full where the item was damaged, faulty, incorrect or where you cancel the whole order under your statutory right. For change-of-mind returns of part of an order, outbound shipping is not refunded.

Exchanges

We are happy to exchange an item for a different size or colour, subject to availability. Email info@orvanilondon.com with your order number and what you would like instead. Items sent for exchange must meet the same condition requirements set out above.

Late or missing refunds

If you have not received your refund and more than 10 business days have passed since we confirmed it, please check with your bank or card issuer first, then contact us at info@orvanilondon.com and we will chase it.