Returns & Refunds

Returns & Refunds

At Orvano, we want you to be completely satisfied with every purchase. If something isn't right, we're here to make it as straightforward as possible. Please read our full returns policy below before initiating a return.

1. Return Period

You have 30 days from the documented date of delivery to request a return. The delivery date is determined by the tracking confirmation from our shipping carrier.

Return requests submitted after this 30-day window will not be accepted under any circumstances. We recommend inspecting your order as soon as it arrives so you have the full window available if needed.

2. Return Eligibility & Conditions

To be accepted for a return, your item(s) must meet all of the following conditions at the time they are received at our returns facility:

  • Unused & unworn — the item must not have been worn, tried on outdoors, or used in any way beyond a brief indoor inspection.
  • Unwashed & unaltered — items must not have been washed, ironed, tailored, or modified in any way.
  • Original tags intact — all product tags, labels, and any certificates of authenticity must remain securely attached and in their original condition.
  • Original packaging — the item must be returned in its original, undamaged retail packaging.
  • No signs of wear — items showing makeup stains, perfume or deodorant scents, pet hair, physical damage, or any other evidence of use will be rejected during quality inspection.

Non-returnable items: Items purchased from our Sale collection are final sale and cannot be returned or exchanged unless they arrive damaged or defective.

3. Step-by-Step Return Process

Please follow these steps carefully. Returns sent without prior authorisation or to an incorrect address cannot be processed.

  1. Contact our support team within 30 days of delivery.
    Email us at orvano.co@outlook.com with the subject line "Return Request – [Your Order Number]". Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Await your Return Authorisation.
    Our team will review your request within 1–2 business days and respond with either an approval or, if the item does not meet our return conditions, an explanation. Do not ship your item before receiving written authorisation.
  3. Receive your authorised return address.
    Once approved, we will provide you with the designated return warehouse address and any specific packaging instructions. Do not send items to the address on the original shipping label or our business address — returns sent to unauthorised addresses cannot be processed or refunded.
  4. Pack and ship your item securely.
    Repack the item carefully in its original packaging. We strongly recommend using a tracked shipping service and purchasing shipping insurance, particularly for higher-value items. Orvano cannot be held responsible for items lost or damaged in transit on the return journey.
  5. Share your tracking details.
    Once dispatched, reply to your authorisation email with the return tracking number so we can monitor the parcel's progress.
  6. Quality inspection & refund notification.
    Upon receipt, our quality assurance team will inspect the returned item(s). You will receive an email confirming whether your return has been approved or rejected. If rejected, the item will be returned to you.
  7. Refund issued.
    If approved, your refund will be processed immediately to your original payment method. Please allow 3–10 business days for the funds to appear, depending on your bank or payment provider.

4. Who Pays for Return Shipping?

Return shipping costs are the responsibility of the customer and are non-refundable. This applies to all standard returns.

The only exception is if your item arrived damaged, defective, or incorrect — in these cases, please contact us at orvano.co@outlook.com with photos of the issue within 7 days of delivery, and we will arrange a resolution at no cost to you.

We recommend:

  • Using a tracked and signed-for postal service
  • Purchasing shipping insurance for items valued over £50
  • Keeping your proof of postage until your refund is confirmed

5. Refund Timing

Once your return is approved following inspection, refunds are processed immediately. The credit will appear on your original payment method within 3–10 business days. If you haven't seen the refund after 10 business days:

  1. Check your bank or card statement directly.
  2. Contact your bank — processing times vary by institution.
  3. If you're still waiting after completing the above steps, email us at orvano.co@outlook.com and we'll investigate.

6. Order Cancellations

Need to cancel before your order ships? We operate a strict 1–2 hour cancellation window from the time of purchase. Contact us immediately at orvano.co@outlook.com if you need to cancel. After this window, your order will have entered our fulfilment system and can no longer be stopped — you will need to follow the standard returns process once delivered.

Need Help?

Our support team is available to guide you through every step of the process.

  • Email: orvano.co@outlook.com
  • Phone: +44 7520 689 456
  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
  • Response time: Within 24 business hours

You may also find answers to common questions on our Help / FAQ page.