Refund policy
ORCHELIA | Returns & Refunds
We want you to feel confident shopping with Orchelia. If your purchase isn’t the right fit, we’re here to help with a clear, straightforward return process.
30-Day Returns
You have 30 days from the date your order is delivered to request a return. This applies to eligible full-price and discounted products.
To qualify, items must be unused, undamaged, and returned in their original packaging with all included parts and accessories. An order number or other proof of purchase is required.
Items that arrive damaged or defective are handled separately, as explained below.
How to Start a Return
Email support@orchelia.store with your order number and the item you would like to return.
Our team will review your request and provide return instructions. For approved returns within the United States, we’ll provide a prepaid return shipping label at no cost to you. We do not charge restocking fees.
Please contact us before sending anything back. Use only the return address provided in your approval email—not our business address or the address printed on the original shipping package.
Damaged, Defective, or Incorrect Items
Please check your order when it arrives. If something is damaged, defective, missing, or incorrect, contact support@orchelia.store as soon as possible with your order number and, where possible, photos of the issue.
We’ll work with you to arrange an appropriate replacement or refund at no additional cost. If a return is needed, we’ll cover the return shipping.
Items Not Eligible for Standard Returns
Gift cards and personalized or custom-made items are not eligible for standard returns. Items damaged through misuse, unauthorized modifications, or missing customer-retained parts may also be ineligible.
These exclusions do not affect how we handle items that arrive damaged, defective, or incorrect.
Discounted products remain eligible under our standard 30-day return policy.
Exchanges
We do not offer direct exchanges. If you would like a different item, contact us to arrange a return, then place a separate order for the item you prefer.
Receiving Your Refund
Once your return arrives, we’ll inspect it and email you with the outcome.
Approved refunds cover the amount paid for the returned item, including applicable sales tax, and are issued to your original payment method within 10 business days. Optional expedited shipping charges are not refundable unless the return is due to an error on our part.
Your bank or payment provider may need additional time to post the refund. If it has not appeared within 15 business days of approval, please contact us.
Need Help?
Email support@orchelia.store with your order number. Our team is here to help you through the process.
This policy describes returns for U.S. orders and does not limit any rights available under applicable consumer protection laws.