Refund policy
Quick Overview
Personalized items: Returns and exchanges are not accepted for a change of mind, customer-submitted photos, or personalization details selected by the customer.
Damaged, defective, or incorrect items: Contact us within 7 days of delivery. Once confirmed, we offer a free replacement or a full refund and cover all related shipping costs.
90-day craftsmanship guarantee: Verified manufacturing defects qualify for one free replacement.
Non-personalized items: Eligible for return within 30 days of delivery if unused, unworn, and in their original condition and packaging.
Need help? Email service@orlari.com with your order number. Please contact us before returning any item.
Personalized Items
Each personalized piece is made specifically for you. Please check your photo, personalization details, and selected options before placing your order.
We cannot accept returns or exchanges because of a change of mind, a customer-submitted photo, incorrect details or options selected by the customer, or personal preference regarding the finished personalization.
This does not affect your eligibility for assistance if the item is damaged, defective, or different from what you ordered.
Damaged, Defective, or Incorrect Items
Email service@orlari.com within 7 days of delivery. Include your order number, a brief description of the issue, and clear photos. If the shipping package was damaged, please include a photo of it as well.
Once the issue is confirmed, we will provide a free replacement or a full refund and cover all related shipping costs.
90-Day Craftsmanship Guarantee
If your personalized jewelry develops a verified manufacturing defect within 90 days of delivery, we will provide one free replacement and cover replacement shipping.
This guarantee does not cover accidental damage, misuse, improper care or resizing, unauthorized alterations, normal wear and scratches, damage from harsh chemicals, moisture or abrasive surfaces, or lost or stolen items.
Contact us with your order number and clear photos so we can review the issue.
Returns for Non-Personalized Items
You may request a return within 30 days of delivery. Items must be unused, unworn, in their original condition and packaging, and accompanied by proof of purchase.
Customers pay return shipping unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable unless the return results from an error by ORLARI.
Gift cards and items marked as final sale cannot be returned.
How to Return an Item
Email service@orlari.com with your order number, reason for return, and relevant photos.
If approved, we will provide return instructions and the appropriate address. Do not send your item before receiving approval. Unauthorized returns may not be accepted or refunded.
For eligible non-personalized exchanges, please arrange an approved return and place a new order.
Refunds
After receiving and inspecting an approved return, we will notify you of the outcome.
Approved refunds are issued to your original payment method within 1–3 business days. Your bank or payment provider may need additional time to display the funds.
If more than 10 business days have passed since approval, please contact us.
Order Changes and Cancellations
Contact us immediately if you need to change or cancel an order. We will do our best to help, but changes and cancellations cannot be guaranteed once personalization or production has begun.
Lost or Undelivered Orders
If your order has not arrived or tracking shows a delivery problem, contact us. We will work with the carrier to investigate and determine the appropriate replacement or refund.
Your Consumer Rights
Nothing in this policy limits your mandatory rights under applicable consumer law.