Refund policy

30-day returns

If you're not happy with your order, you can return it within 30 days of delivery for a full refund of the item price.

What can be returned

• Items must be unused, unopened and in their original condition and packaging.
• For hygiene reasons, skincare, cosmetics, fragrance and lash/brow products cannot be returned once the seal or packaging has been opened, unless they are faulty.
• Gift sets must be returned complete.

How to return

1. Email info@orvaylo.org with your order number and the item(s) you'd like to return.
2. We'll reply with return instructions and the return address. Some of our products ship from different partner warehouses, so the return address can vary by item. Please don't send items back without contacting us first.
3. Send the item back using a tracked service and keep your proof of postage.

Refunds

Once your return has been received and checked, we'll refund you to your original payment method within 14 days. Original delivery charges are refunded if you return your whole order. Return postage is paid by you unless the item is faulty or we sent the wrong item.

Faulty, damaged or incorrect items

If something arrives damaged, faulty or isn't what you ordered, email us within 30 days with your order number and a photo. We'll arrange a replacement or full refund, including return postage. This doesn't affect your statutory rights under UK consumer law.

Cancellations

You can cancel an order at any time before it has been dispatched by emailing us. Under the Consumer Contracts Regulations you also have the right to cancel within 14 days of receiving your goods, subject to the hygiene exceptions above.