Return and refund policy

Returns and Refund Policy

1. Returns and Exchanges

At Orlaya, we want you to love every piece of jewellery you purchase. If you change your mind, eligible non-personalised items may be returned within 14 days of receiving your order.

Returned items must be unworn, unused and in their original condition, with the original packaging and accessories wherever possible.

A £5 return postage charge applies to eligible change-of-mind returns. This amount will be deducted from your refund where applicable.

To arrange a return, please email hello@orlaya.co.uk with your order number and reason for return. Our team will provide the return instructions.

2. Personalised and Engraved Jewellery

Personalised jewellery, including items engraved or customised with names, initials, dates, messages or other personal details, is made especially for you.

Personalised items are non-returnable and non-refundable if you change your mind or provide incorrect personalisation details.

Please carefully review all names, dates, initials and engraving details before completing your purchase.

This restriction does not affect your statutory rights. If a personalised item arrives faulty, damaged, incorrectly engraved by Orlaya or not as described, please contact us so we can resolve the issue in accordance with applicable UK consumer law.

3. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact hello@orlaya.co.uk with your order number, a description of the issue and photographs where possible.

We will assess the issue and offer an appropriate resolution in accordance with your statutory rights. Where required by law, Orlaya will cover the reasonable cost of returning faulty or incorrectly supplied items.

The £5 return postage charge does not apply to returns required because of a fault or an error on our part.

4. Refunds

Once an eligible return has been received and assessed, we will process your refund in accordance with applicable consumer law.

For eligible change-of-mind returns, the £5 return postage charge will be deducted from the refund where applicable and permitted by law.

Refunds will generally be issued to the original payment method. Your bank or payment provider may require additional time for the funds to appear in your account.

Any refunds due under statutory cancellation rights will be processed within the legally required timeframe.

5. How to Return Your Order

  1. Email hello@orlaya.co.uk with your order number and reason for return.
  2. Wait for our team to confirm your return eligibility and provide instructions.
  3. Pack your item securely, including the original packaging and order details where possible.
  4. Return the parcel using the instructions provided by our team and retain your proof of postage.

Please do not send items to an address before receiving return instructions.

6. Contact Us

For all returns, refunds and exchange enquiries, contact:

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

Please include your order number so we can assist you promptly.

7. Your Statutory Rights

This policy does not affect your rights under UK consumer protection legislation. Personalised goods may be exempt from the usual change-of-mind cancellation right, but faulty, misdescribed or incorrectly supplied items remain subject to applicable legal protections.