FAQ

Frequently Asked Questions (FAQs)

Welcome to Orlaya! Find answers to common questions about our jewellery, orders, delivery, returns and more. If you need further assistance, please contact us at hello@orlaya.co.uk.

1. About Our Jewellery

What types of jewellery do you sell?

Orlaya offers a collection of jewellery, including necklaces, pendants, bracelets, earrings and other timeless designs suitable for everyday wear, special occasions and gifting.

Is your jewellery suitable for everyday wear?

Many of our designs are suitable for everyday styling. To keep your jewellery looking its best, we recommend following the care instructions and avoiding prolonged exposure to water, perfumes, cosmetics and harsh chemicals.

Will my jewellery look exactly like the product images?

We aim to display our products as accurately as possible. However, slight variations in colour and appearance may occur due to lighting, photography and individual screen settings.

2. Orders and Payments

How do I place an order?

Browse our collection, select your preferred item, add it to your basket and proceed to checkout. Follow the instructions to enter your delivery details and complete payment.

What payment methods do you accept?

Available payment methods are displayed at checkout. The options shown may vary depending on your location and the payment services available.

Can I change or cancel my order after placing it?

Please contact us as soon as possible at hello@orlaya.co.uk if you need to change or cancel an order. We will try to help before it is processed or dispatched, but changes may not be possible once fulfilment has started.

How can I check my order status?

If you have received an order confirmation or dispatch email, check it for the latest information. You can also contact our customer support team with your order number.

3. Shipping and Delivery

Do you offer free delivery?

Yes, free standard UK delivery is available on eligible orders, subject to the delivery terms displayed on our website and at checkout.

How long does delivery take?

Our usual UK delivery estimates are:

  • Standard delivery: 3–5 working days.

  • Express delivery: 1–2 working days.

  • Next-day delivery: 1 working day, where available.

  • Saturday delivery: Available for eligible orders and locations.

Delivery estimates begin after dispatch and may vary during busy periods, public holidays or unforeseen postal delays. The options available for your order will be shown at checkout.

When will my order be dispatched?

Orders received by 1 pm UK time, Monday to Friday, are generally prepared for same-day dispatch, excluding UK bank and public holidays. Orders placed after this time are generally processed on the next working day. These are processing estimates and are not guaranteed dispatch times.

Will I receive tracking information?

Where tracking is available, dispatch or tracking details will be provided by email. Please check your inbox and junk folder.

What should I do if my order has not arrived?

Please check your dispatch confirmation and tracking information first. If your order appears delayed or missing, email hello@orlaya.co.uk with your order number so we can investigate.

4. Personalised Jewellery

Do you offer personalised jewellery?

Personalisation options are available on selected products where stated on the product page. Please review the available options and enter your details carefully before placing your order.

How long does personalised jewellery take?

Where stated on the product page, personalised items may require approximately 5–12 working days for production before dispatch. Please allow additional time for delivery.

Can I return personalised jewellery?

Personalised or engraved items made to your specifications are generally not eligible for a change-of-mind return or refund, except where applicable law provides otherwise. This does not affect your legal rights if an item is faulty, misdescribed or incorrectly personalised.

Can I change my engraving details after ordering?

Please contact us immediately if you notice an error. Once production or engraving has started, changes may no longer be possible.

5. Returns and Refunds

What is your returns policy?

Eligible non-personalised items can generally be returned within 14 days of receiving your order if you change your mind, subject to our Returns and Refund Policy and applicable consumer law.

Will I have to pay for return postage?

A £5 return postage charge may apply to eligible change-of-mind returns where specified in our Returns and Refund Policy. This charge does not apply where it would be unlawful, including qualifying returns for faulty, misdescribed or incorrectly supplied goods.

When will I receive my refund?

Once your return has been received and assessed, we will process any refund due in accordance with our Returns and Refund Policy and applicable law. The time taken for the funds to appear in your account may depend on your payment provider.

What if my jewellery arrives damaged or faulty?

Please contact hello@orlaya.co.uk with your order number, a description of the issue and photographs where possible. We will review the matter and explain the appropriate next steps. Your statutory consumer rights remain unaffected.

6. Jewellery Care

How should I care for my jewellery?

To help maintain its appearance:

  • Avoid contact with water, perfumes, lotions and cleaning chemicals.

  • Remove jewellery before swimming, showering or exercising.

  • Put jewellery on after applying cosmetics and perfume.

  • Store each piece in a dry place, preferably in its pouch or jewellery box.

  • Clean gently with a suitable soft cloth and follow any product-specific care instructions.

Can jewellery tarnish or change colour?

Depending on the material, plating and how a piece is worn or stored, jewellery may tarnish, fade or change appearance over time. Proper care can help reduce wear, but results vary by product and use.

7. Gifts and Packaging

Do you provide gift packaging?

A complimentary gift pouch is included with eligible orders where advertised. Please check the relevant product page for any specific packaging details.

Can I send an order directly to someone as a gift?

Yes. You can enter the recipient's address as the delivery address at checkout. Please ensure the details are correct before completing your purchase.

8. Customer Support

How can I contact Orlaya?

You can reach our customer support team by email:

Email: hello@orlaya.co.uk
Website: https://orlaya.co.uk/

Please include your order number for order-related enquiries. We will aim to respond as soon as possible.

Where can I find your other policies?

Please visit the relevant pages on our website for our Shipping Policy, Returns and Refund Policy, Privacy Policy, Terms and Conditions, and Legal Notice.

Still have a question?

We’re happy to help. Contact us at hello@orlaya.co.uk, and our team will do its best to assist you.

Orlaya — Elegance Made Affordable.