Refund policy

We hope you love your Orvena jewellery. If something is not right, please Contact Us with your order number.

30-day returns — non-personalised items

For eligible online purchases, tell us you wish to cancel within 30 days after the day you receive your order. You then have a further 14 days to send the items back. You do not need to give a reason.

You may inspect items as you would in a shop. Please return them carefully packed, with any packaging and accessories where possible. Original packaging is helpful but is not a condition of your statutory cancellation rights. We may reduce a refund for loss in value caused by handling beyond what is necessary to inspect the item.

How to return

1. Use our Contact Us page to tell us your order number and which items you are returning.
2. We will email you a prepaid returns QR code. Simply take your securely packed parcel and the QR code to a Post Office branch to send it back to us.
3. Keep the proof of posting provided by the Post Office until your refund has been processed.

We cover the return postage when you use the prepaid returns QR code we provide. There is no restocking fee.

Refunds

Refunds go back to your original payment method. For cancellation returns, we will refund within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. When you cancel the whole order, we also refund the original standard delivery charge. Any extra paid for an upgraded delivery service is not refundable under the cancellation right. Your payment provider may take additional time to show the refund.

Personalised and made-to-order items

Items made to your specifications or clearly personalised, including engraved jewellery and custom name pieces, are excluded from change-of-mind cancellation rights. Please check spelling, dates and your chosen options carefully before ordering. This does not affect your rights if an item is faulty, incorrect or not as described.

Earrings

Where earrings are supplied with a hygiene seal and are unsuitable for return for hygiene reasons, the change-of-mind cancellation right does not apply once that seal is broken. This exception does not apply automatically to all earrings and does not affect rights relating to faulty or misdescribed goods.

Faulty, damaged or incorrect items

Contact us as soon as you notice a problem. An order number and photographs, where possible, help us resolve it. If goods are faulty or not as described, you generally have a short-term right to reject them for a full refund within 30 days of receipt. After that, rights to repair, replacement or a refund may apply under UK consumer law. We cover reasonable return postage for faulty, damaged or incorrect goods; contact us so we can arrange the return.

Exchanges and order changes

Contact us if you would like a different item. Exchanges depend on availability; a return and new order may be the simplest option. If you need to change or cancel a personalised order, contact us immediately. We cannot guarantee changes once work has begun.

Nothing in this policy limits your statutory consumer rights.