We want return requests to be understandable, consistent, and fairly reviewed.
Return Window
You may request a return within 30 days after confirmed delivery.
Contact service@orvellass.com before sending anything back. Products returned without prior authorization may be delayed, refused, or returned to the sender.
Eligible Return Condition
Returned products must be:
- Unused and unwashed.
- Unaltered and undamaged.
- Free from odors, stains, hair, or signs of use.
- Returned with original tags.
- Returned with original packaging where reasonably possible.
Textile products that have been washed, cut, customized, altered, or used are not eligible unless they arrived defective or incorrect.
Items Not Eligible for Return
The following products are generally not eligible for change-of-mind returns:
- Personalized or made-to-order goods.
- Products clearly identified as final sale.
- Used, washed, altered, or damaged textile products.
- Products that cannot reasonably be resold for hygiene or condition reasons.
These limitations do not remove any consumer rights that cannot legally be excluded.
Damaged, Defective, or Incorrect Products
Contact us promptly if an item arrives damaged, defective, or different from the item ordered.
Please provide:
- The order reference.
- A description of the issue.
- A photograph of the product.
- A photograph of the outer packaging.
- A photograph of the shipping label.
- Any additional image reasonably needed to show the problem.
Keep the product and all packaging while the request is reviewed.
Depending on the circumstances, the available resolution may include a replacement, refund, or another reasonable solution.
Return Shipping and Inspection
Unless a return is caused by our confirmed error or a verified product defect, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service and keeping the return receipt. We are not responsible for an unauthorized return or a return that cannot be confirmed as delivered.
Returned products are inspected after arrival. Approved refunds cover the eligible product value. Original delivery charges are not refundable unless required by law or the return resulted from our confirmed error.