Refund Policy
Overview
At Orilla, we want you to be completely satisfied with your purchase. If you are not happy with your order, you may be eligible for a refund or exchange under the conditions outlined below.
Returns and exchanges
You have 14 days from the date of delivery to request a return or exchange, in accordance with Dutch consumer protection laws.
To be eligible for a return, the item must be unused, in its original condition, and in its original packaging.
Custom-made or personalized items are non-refundable, unless they arrive damaged or defective.
How to request a return
Contact us at hello@orilla.store with your order number and reason for return.
If your return is approved, we will provide you with the return shipping instructions.
You are responsible for the return shipping costs unless the item is faulty or incorrect.
Once we receive the item and inspect it, we will notify you of the approval or rejection of your refund.
Refunds
Approved refunds will be processed within 7 business days after we receive and inspect the returned item.
Refunds will be issued to the original payment method.
Shipping costs are non-refundable, except in cases where the item was defective or incorrectly sent.
Damaged or faulty items
If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the product and packaging.
We will offer a replacement, repair, or full refund, depending on the issue.
Non-returnable items
Custom-made or engraved jewelry.
Earrings (for hygiene reasons).
Gift cards or promotional items.
Contact us
If you have any questions about our refund policy, feel free to contact us at hello@orilla.store.