Return & Exchange Policy
Last updated: October 2026
At a glance
- Change of mind: request a return or exchange within 7 days of delivery, if the piece is unused and still on its original Orella card and packaging.
- Damaged or incorrect item: tell us within 48 hours of delivery and we will put it right.
- Earrings and hair accessories: cannot be exchanged once removed from their sealed card, unless defective on arrival.
1. Condition of items
All Orella pieces are delivered gift-ready and presented on an Orella branded card. To qualify for a return or exchange, items must be unused and unworn, with all crystals, charms and clasps intact, and must remain attached to their original Orella branded card and packaging.
2. Damaged, defective or incorrect items
We inspect every piece before dispatch, whether you ordered gold and silver bangles, statement earrings or bridal sets for Eid, mehndi, nikkah or barat. If your order arrives damaged, defective or is not what you ordered, please contact us within 48 hours of delivery with:
- your order number,
- clear photos of the piece and its packaging (a short video of opening the parcel helps),
- a short description of the problem.
We will arrange a replacement or refund, and we cover the return delivery for these cases.
3. Change of mind
If you would simply like a different piece or size, contact us within 7 days of delivery. Approved change-of-mind returns and exchanges must reach us in the condition described above. Delivery charges you paid on the original order are not refundable, and the cost of sending a change-of-mind item back to us is paid by the customer.
4. Hygiene & final sale
For hygiene reasons, earrings (such as Silver Crystal Geometric Drop Earrings and Gold Crystal Cage Statement Earrings) and hair accessories cannot be exchanged once removed from their sealed card unless defective upon arrival.
5. How to request a return or exchange
- Click Claim a return or exchange and enter your order number and the email you used at checkout.
- Choose Return or Exchange, select the item(s) and tell us the reason.
- Tap Continue on WhatsApp to send your claim to our team (your message is written for you). Attach photos in the chat if the item is damaged.
- Our team reviews your claim and replies with the next steps and the return address.
- Pack the piece securely on its original card and send it back as instructed.
- Once we receive and inspect it, we send your exchange or arrange your refund.
Claim a return or exchange Contact us instead
6. Refunds
Approved refunds are returned to you after the item has been received and inspected, using the same method you paid with or by bank transfer, as agreed with our team. Refunds are for the price of the piece; see section 3 for delivery charges.
7. Cancelling an order
To cancel an order, contact us as soon as possible, before it is dispatched. You can check whether your order has been dispatched on our Track Order page. Once an order has been dispatched, our normal return process applies.
8. Contact us
Or send us a message through our Contact page.