Our Policy
Returns & Refund Policy
At Orélth, every gown is crafted with care and precision. We want you to feel completely confident in your purchase, which is why we have a clear and fair returns process in place.
In-Stock Items
We are happy to accept returns on in-stock items within 14 days of delivery. Items must be:
- Unworn and unwashed
- In original condition with all tags attached
- Free from perfume, make-up, or any marks
- Returned in original packaging where possible
Pre-Order & Made-to-Order Items
All pre-order and made-to-order gowns are produced exclusively for you and cannot be returned or exchanged unless the item arrives damaged, faulty, or incorrect. This does not affect your statutory rights.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery with photographs and your order number. We will arrange a free return and either a replacement or a full refund — whichever you prefer.
How to Return
1.
Email contact@orelth.com with your order number, reason for return, and photos if applicable.
2.
We will respond within 1–2 business days with return instructions and authorisation.
3.
Ship the item back using a tracked service. Return postage is the customer’s responsibility for in-stock returns. For faulty or incorrect items, return postage is covered by us.
4.
Once received and inspected, your refund will be processed within 5 business days to your original payment method.
Non-Returnable Items
- All pre-order and made-to-order gowns
- Items marked as Final Sale
- Items returned without prior authorisation
- Items that show signs of wear, damage, or alteration
Refunds
Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable. You will be notified by email once your refund has been processed.
Your Rights
This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015. You remain entitled to a repair, replacement, or refund for goods that are faulty, not as described, or unfit for purpose.
Questions about a return or refund?
contact@orelth.com