Returns, Exchanges & Refunds Policy

We hope that you are pleased with the products you received from us, but if you do need to return anything we offer the following options to you:

If your product is unwanted or you’ve changed your mind

We are happy to offer you a refund or an exchange if the product you are returning is in a fully resaleable condition i.e. unopened and unused, and the return is made within 28 days. In this case you can either

• Call our Customer Services Team on +1 561 460 0461 to arrange a return or email them at info@orness-ormana.com Please remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund or an exchange.

  We are unable to process your refund or exchange until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.

OR

• Return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you MUST take yourproof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without it. Any return to store must be done within 28 days, and the product must be returned unused and unopened.

  Please note: If the product is returned, either to store or to Customer Services, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.
  We will not refund gift wrap charges if your product is unwanted or you have changed your mind. To arrange a return of your unwanted items please contact Customer Service for a free post returns label.

How Refunds are Paid

When the item is returned to Customer Services:Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back

When the item is returned to store: Refunds will only be paid with proof of purchase*. Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed

How Exchanges are Processed

When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and you can then place a new order for the exchanged items.

When the item is returned to store: where an exchange is required for an item different to the item originally purchased, then any difference in value, if lower, will be refunded by the store as long as the customer provides their proof of purchase*

If your product is faulty or damaged

We will always do our best to ensure that your product arrives correctly and in perfect condition. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either

• Call our Customer Services Team on +1 561 460 0461 to arrange a return, refund or replacement, or email them at info@orness-ormana.comPlease remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.

  We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.

OR

• Return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you must take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without this proof of purchase.

  We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

  If you require an exchange on an item at store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores and products may go out of stock at busy times.

How Refunds are Paid

When the item is returned to Customer Services: Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed and will include the delivery cost if the returned item is the only item in the order, or all the items are returned. Any gift wrap charge will also be refunded where applicable. Refunds will only be processed once the item is received back

When the item is returned to store: Refunds will only be paid with proof of purchase*. Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

How Exchanges are Processed

When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and then place a new order for the exchanged items. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange. You will not incur any additional delivery or gift wrap charges. The delivery and gift wrap option from your original order will apply for any exchange. Exchanges will only be processed once the item is received back.

When the item is returned to store: where an exchange is required for an item different to the item originally purchased, then any difference in value, if lower, will be refunded by the store as long as the customer provides their proof of purchase*. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

PayPal Orders

• For a refund to your PayPal account Call (+1 561 460 0461) or email our Customer Services Team to arrange a return. Please include your order number in any correspondence.

OR

• Return your product to your nearest store for an exchange ONLY. If you decide to return your product to store then you MUST take this proof of purchase with you. No exchange can be completed in store without it. Any return to store must be done within 28 days, and the product must be returned unused and unopened. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.
  We are unable to include postage or gift wrap charges if your product is unwanted or you have changed your mind.

If you have been sent the wrong product

We will always do our best to ensure that you receive the product you have ordered. Sometimes, however, mistakes do happen and we want to be able to resolve them for you as quickly as possible. In this case you can either

• Call our Customer Services Team on +1 561 460 0461 to arrange a return, refund or replacement, or email them at info@orness-ormana.comPlease remember to include the following information if you email: name, email address, order number, product code and reason for return. Please also state clearly whether you would like a refund, an exchange or a replacement.

  We are unable to process your refund, exchange or replacement until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, unopened and resaleable with original packaging, and are securely sent.

OR

• Return your product to your nearest store for an exchange or refund. If you decide to return your product to store then you must take your proof of purchase* with you that you received by email when your order was dispatched. No return can be completed in store without this proof of purchase.

  We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

  If you require an exchange on an item at store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores and products may go out of stock at busy times.

  Please note: If the product is returned, either to store or to Customer Services, in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.

How Refunds are Paid

When the item is returned to Customer Services: Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed and will include the delivery cost if the returned item is the only item in the order, or all the items are returned. Any gift wrap charge will also be refunded where applicable. Refunds will only be processed once the item is received back

When the item is returned to store: Refunds will only be paid with proof of purchase*. Refunds will be paid onto the same credit or debit card from which payment was taken for items returned to us. The refund value will be for the price paid when the order was placed. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

How Exchanges are Processed

When the item is returned to Customer Services: where an exchange is required for an item different to the item originally ordered, we will refund the value of the returned items and then place a new order for the exchanged items. We can either do this on the telephone with you or you can place the new order on our website. Please note we will have to take your payment details again to process the exchange. You will not incur any additional delivery or gift wrap charges. The delivery and gift wrap option from your original order will apply for any exchange. Exchanges will only be processed once the item is received back.

When the item is returned to store: where an exchange is required for an item different to the item originally purchased, then any difference in value, if lower, will be refunded by the store as long as the customer provides their proof of purchase*. We are unable to refund postage or gift wrap charges at store. You will need to contact our Customer Service Team if you require a refund on these items.

Return Delivery Charges

In the case of faulty or damaged items, or order errors, we will cover the cost of returning the items to us via Royal Mail by supplying a Returns Label. Please contact our Customer Service Team to request this. When posting items back to us please make sure to request a proof of postage receipt from the post office. As we can not take responsibility if the item is lost without a proof of postage receipt

*Proof of Purchase

All online customers will receive a proof of purchase email when their order has been dispatched. Please use this if you wish to return an item to one of our stores. Stores are unable to process returns without this.