Refund policy
Returns & Refund Policy
As each piece is crafted with intention, our returns policy differs depending on whether your item is Made to Order or Ready to Ship.
Made-to-Order Pieces
Items created specifically for you are not eligible for return or exchange, except in cases where the item is faulty, damaged, or produced incorrectly.
- If an Issue Occurs: Should your piece arrive damaged, with a fault, or not matching your order specifications, we will arrange and cover the cost of the return, including full insurance, to facilitate repair or replacement.
- Notification Window: Any issues must be reported to info@orolajewellery.com within 48 hours of delivery (including weekends and holidays).
Ready-to-Ship Pieces
Items available for immediate dispatch may be returned within 14 days from the date of delivery.
- Condition Requirements: Returned items must be unworn, in original condition, and include all original packaging. Returns will be declined if items show signs of wear, damage, or have been altered by a third party.
- Return Shipping: The customer is responsible for return shipping costs.
- Insurance Requirement: Returns must be sent using a fully insured and trackable service. We cannot accept responsibility for items lost or damaged during return transit.
Sale Items
All sale items are final sale and cannot be returned or exchanged unless faulty.
How to Return an Item
- Authorization: All returns must be authorized prior to sending. Please contact us at info@orolajewellery.com to receive specific return instructions.
- Refund Method: Once your return is received and inspected, refunds will be issued to the original payment method within 7 to 10 business days. You will receive an email confirmation once the transaction has been processed.
Your Rights
This policy does not affect your statutory rights under UK consumer law.