Return & Exchange

Return & Exchange Policy

We want to ensure you’re happy with your purchase! If, for any reason, you need to request a return or exchange, you have up to 30 days from the date your order was delivered.

Simply contact us via email at customer-service@orolay.com or fill out the form at the bottom of this page. Be sure to include your order number and the reason for your return. Once we receive your request, we’ll guide you through the next steps to complete the process. If you don’t receive a reply within 48 hours, please check your spam folder.

Important: We do not handle product returns without prior approval, please reach out to us first to initiate the return request. If items are sent to our address without prior notice, we cannot take responsibility for them.

For your consideration:

1. To be eligible for a refund or exchange, the item must meet the following conditions:

It must not have been worn or washed.
The original tags and packaging must still be intact.
The item should be in its original, undamaged condition.
It should not have any alterations or modifications.
The item should not have any odors, such as deodorant or perfume.
If applicable, all original accessories (e.g., belts, fur trim, etc.) must be included.

2. Items marked as “Final Sale” or purchased from our clearance section are not eligible for returns or exchanges.

3. Customers are responsible for covering the shipping costs for returns.

4. We cannot issue refunds for items that doesn’t meet the return conditions mentioned above.

5. We are not liable for items damaged during shipping.

Exchanges Policy

You may exchange your item for a different size or color, subject to availability.
Shipping costs for exchanges will be covered by the customer.
The item must meet the return conditions to proceed with the exchange.
Once we confirm availability of the requested item and verify that your returned item meets the return conditions, we’ll arrange for the new item to be shipped.
If you experience any quality issues with your item upon receipt, or if it develops problems despite following care instructions, please refer to our Warranty Policy.

Refund Policy

To qualify for a refund, the returned item must be in the condition outlined above. If the item does not meet these conditions, it will not be eligible for a refund.
Refunds will be issued to the original payment method used for the purchase.
Return shipping costs must be covered by the customer.
Once it is confirmed that the item meets the return conditions, a refund will be processed within 5 business days, and you will receive an email indicating that your order has been refunded. Please allow an additional 5-7 business days for the refund to appear in your account.
If the item has any quality issues, please refer to our Warranty Policy for further assistance.

Quality Inspections for Returns

Once a returned item arrives at our warehouse, we will inspect it to ensure it is eligible for return and meets the applicable return requirements mentioned above. If the item passes our inspection, we will issue a refund or move forward with the exchange.
However, if we find that the item does not meet the return requirements, we will refuse to issue a refund or exchange the product. In this case, we will contact you to inform you that the item is not eligible for a refund and explain the conditions that led to this determination. Please note that items that are non-refundable may be disposed of or not returned to you.

Warranty Policy:

If your item presents any quality issues upon receipt, or if it shows problems after following the recommended care instructions, please contact us, and we’ll work with you to resolve the issue.
Please note: Our warranty does not cover damage caused by normal wear, improper care, accidents, or misuse.