Refund policy

We hope you love your purchase, but if you change your mind, you have up to 30 days from the date of delivery to return your item for a refund or exchange (exclusions apply).

Items that cannot be returned

Unfortunately, we cannot accept returns for:

• Signed artworks

• Rugs and doormats

• Wallpaper and wallpaper samples

We are only able to process returns for items purchased directly from orlakiely.com. If you purchased your item from another retailer, please contact them directly.

Return charges

Returns can be arranged through our online returns portal.

• UK: Free returns

• EU: £5 return fee (deducted from your refund)

• USA & Canada: £20 return fee (deducted from your refund)

• Asia & Oceania: £15 return fee (deducted from your refund)

Before you return

Please ensure that:

• Items are unused and in their original condition.

• All original packaging, labels, dust bags and accessories are included.

• Bedding and towels remain sealed in their original packaging for hygiene reasons.

• Items are securely repackaged to protect them during transit.

• Any existing shipping labels are removed or covered.

• If your order included a free gift as part of a promotion, the free gift must also be returned for your refund to be processed.

How to return your order

Please use our Online Returns Portal below:

https://returnsportal.shop/orla-kiely

You will need to:

1. Enter your order number (found in your order confirmation email or under "Orders" in your customer account).

2. Select the item(s) you wish to return and the reason for your return.

3. Repackage your item(s) securely.

4. Follow the instructions provided in the portal to complete your return.

USA & Canada customers: Please ensure the commercial invoice is attached to the outside of your parcel as instructed in the Returns Portal.

Refunds

Once your return has been received, it will be inspected to ensure it meets our returns policy. If approved, we'll email you to confirm your refund has been processed.

Please allow:

• Up to 14 working days for UK returns.

• Up to 21 working days for all international returns.

Refunds will be issued to your original payment method. Any applicable return fee will be deducted from your refund.

Please note: any duties and tariffs paid on your original order are non-refundable.

Faulty items

While our products are made to the highest standards, faults can occasionally occur.

If you believe your item is faulty, please email customerservice@orlakiely.com with your order number or proof of purchase, a detailed description of the fault and include clear photos showing the issue. Our Customer Service team will investigate and advise on the next steps.

All Orla Kiely bags and accessories are covered by a one-year warranty against manufacturing faults.