REFUND POLICY
POLICY
At O'RELLE, we want you to love every order. This policy explains your right to cancel, return and receive a refund. It does not affect your statutory rights under UK consumer law.
1. Your Right to Cancel
You can cancel your order for any reason within 14 days of the day you receive your goods. To cancel, simply email us with your order number, or send us any other clear statement of your decision. You then have a further 14 days from the day you tell us to send the item back.
2. Items That Cannot Be Returned
For health and hygiene reasons, the following cannot be returned if they have been unsealed or used after delivery:
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Skincare, make-up, soaps, shampoo bars, deodorants and bath products
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Personal care devices and tools that come into direct contact with the skin, such as hair removal devices, cleansing brushes, eyelash curlers, rollers and exfoliating gloves
This does not affect your rights if an item is faulty, damaged or not as described.
3. How to Return an Item
Email us with your order number and the item you would like to return, and we will send you our return instructions. Please return items unused, in their original packaging and in the same condition you received them.
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Unless the item is faulty, damaged or incorrect, the cost of returning it is your responsibility
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We recommend using a tracked postal service
4. Your Refund
Once we receive the item, or proof that you have sent it back, we will refund you within 14 days, including the standard delivery cost you originally paid.
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Refunds are made to your original payment method
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If you chose a premium delivery option, only the standard delivery cost is refunded
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We may reduce a refund if an item has been handled more than necessary to check it
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Prefer store credit? We are happy to issue a digital gift card instead – it never expires
5. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or not as described, please contact us as soon as possible with your order number and photos of the issue. Under the Consumer Rights Act 2015, you are entitled to a full refund if you tell us within 30 days of delivery. After 30 days, we will offer a repair or replacement, and if that is not possible, a refund. We cover the cost of returning faulty or incorrect items.
6. Contact Us
For any questions about returns or refunds, our team is here to help: