Refund policy

Refund policy for an unwanted item(s)

All returns, refunds or exchanges must be approved by our support staff. 

Contact our support staff at: support@orvells.com

We have a 30 day return policy. 

This policy offers our customers a window of 30 days after receiving their item to request and return an item for a full refund or to make an exchange. 

To be eligible for a return and refund of an unwanted product, your item must be in the same condition that you received it, unworn or unused and in its original packaging. 

Please retain your proof of return posting just in case your parcel gets lost in the shipping system.

Please include your full name, address and order number with your parcel. Return parcels that cannot be identified upon arrival are kept for 14 days. 

Return shipping costs for unwanted items are non refundable at this time. Customers are responsible for paying the shipping cost to return the item. All items must be returned to our UK premises.

If anything isn't clear or you ever need help please reach out to our support team: support@orvells.com

Cancelled orders

If you place an order but wish to cancel before it is shipped we have a 6 hour cancellation policy. After this window closes your order will likely be shipped and therefore cannot be cancelled. 

Please contact our support team via email and let us know that you wish to cancel: support@wearbreeze.co

Your order will be refunded by the customer support staff and you will receive your money into your payment account in the following 3-5 working days. Please note, some payment methods/financial institutions can take longer to process a refund. 

If you are concerned, contact customer support and we will send you proof of refund from our shop.

Please note, orders that are in the shipping system cannot be cancelled. Please allow the delivery to take place and then return the goods to our returns address. If a customer does not accept the delivery, the parcel will be disposed of by the courier and we will not be able to make a refund. Please contact our support team to initiate a refund. 

Contact our support team support@orvells.com for further assistance. 

Damaged goods/missing items

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item/size, so that we can evaluate the issue and make it right.

Please let us know if you did not receive all of your items ordered. Sometimes, in the case of larger orders, there will be more than 1 parcel. We will check with our warehouse team and also check the weight of the parcel that you have received.

Please provide clear photographic evidence/video.

Damaged goods must be sent back to our UK HQ and inspected. Once inspected and confirmed faulty a full refund including any postage costs will be issued. If your item is faulty or damaged we will refund you the amount paid back onto your chosen method of payment.

Exchanges

The fastest way to get the return you want is to reach out to us via email and include 'EXCHANGE' in the email title. Our team can then advise on stock availability and get a replacement sent out ASAP. Please note that all orders are subject to our 30 day policy. If you need an exchange for the goods received, please contact us within the 30 day window. 

Refunds
We will notify you once we’ve received and inspected your return. When approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, but usually this is within 3 -5 working days.

Parcels that are returned to sender/not picked up by the customer if the courier has been unable to deliver

If the customer is contacted to inform them that the order is ready for collection at a local collection point because the last mile courier was unable to deliver, please collect your parcel within 7 days of the email date.

Due to the global increase in shipping charges we are unable to re-deliver parcels that have not been delivered due to the following situations:-

1. Customer has input the wrong address when making the purchase and the parcel tracks as being "returned to sender"... this parcel is destroyed as the shipping companies will not bear the cost of returning parcels to the UK or China

2. Customer has not been in to receive the order and the courier has left a card requesting that the customer picks up their parcel. This parcel will be taken back to the local collection office and it is the customer's responsibility to go and collect their order. The collection office will only hold a parcel for a grace period. After that, it will track as "returned to sender", but again, the postal system will not bear the cost of shipping back overseas and will destroy.

Lost/Stolen parcels

To make a claim of a lost/stolen parcel, please contact our support team and we will verify the shipping address that was input when the order was created with our logistics manager. 

SHIPPING

Parcels returned to sender/Address insufficient:-

If a parcel tracks as being returned to sender or the address is insufficient please contact our support team and we will assist you with this. Please ensure that you check your order confirmation that was sent to you when you placed the order. This will have your shipping address listed that was input when the order was created. 

Please refer to our Shipping Policy for the full Shipping details.

If your parcel has not arrived within 30 working days since being dispatched you are entitled to a full refund. 

We offer Priority Processing as an upgrade option to the Standard Processing. 

Orders with a Priority are given speedy service to the front of the queue for shipment.