Refund policy

At Orlaya, every piece undergoes quality checks before dispatch. We want you to be delighted with your purchase, and we're here to help if something isn't right.

Returns & Exchanges

Returns or exchanges will only be accepted under the following conditions:

- You have received a damaged item in transit.

- You have received an incorrect product.

To be eligible, the item must be unworn and in its original packaging.

Exchanges will be processed at the original purchase price (MRP), even if a discount or promotion is active at the time of the exchange.

Custom or personalised jewellery is not eligible for exchange or return.

How to Request a Return or Exchange

1. Notify us within 24 hours of receiving your order by emailing at info@orlayajewellery.com.

2. Attach clear photos of the damaged or incorrect item (an unboxing video helps too). Our team will evaluate and approve the return at our discretion.

3. Once approved, we will arrange a free pickup of the item from your address.

4. Upon receiving and inspecting the product, we will dispatch a replacement of the same item. If it is unavailable, we will issue store credit.

Returns and Exchanges Will Not Be Accepted in the Following Cases

- Incorrect or outdated shipping address.

- PO Box or incomplete address format.

- Refused delivery or three failed delivery attempts.

- Products returned in used or damaged condition.

- Minor colour or texture variations — pieces may differ slightly from photos due to lighting and natural material use.

- Items that are not damaged or incorrect.

- All customised or personalised jewellery.

Refunds

Refunds will only be issued if the package is lost in transit.

Approved refunds are processed to the original payment method within 10 business days. Please note that bank processing times may vary depending on your provider.

We are not liable for any returns that were not pre-approved or are lost/damaged during return shipping.

Order Cancellations

Cancellations may be requested within 24 hours of placing your order. If the order has not been processed, a refund will be issued within 15 working days. Transaction fees and applicable taxes are non-refundable. Please place orders mindfully, as each Orlaya piece is made with intention and begins production immediately after confirmation.

Contact

For any order-related concerns, please contact us at info@orlayajewellery.com within 24 hours of delivery.