Refund policy
Our 365-day promise
You have 365 days from the day your order is delivered to return or exchange it. Most brands give you thirty days. We think a year is a fairer amount of time to decide whether something genuinely earns a place in your wardrobe.
What can be returned
To be eligible for a return, items must be:
- Unworn and unwashed
- In their original condition, with all tags still attached
- Free from perfume, deodorant marks, makeup, pet hair and smoke
We cannot accept items that have been worn, altered, damaged after delivery, or returned without tags.
How to start a return
Email support@orvessa.com with your order number and tell us whether you would like a refund or an exchange. We reply within one business day with return instructions and the return address.
Please do not send anything back before contacting us. Returns sent without prior instructions may be delayed or unable to be processed.
Return postage
Return postage is paid by the customer unless the item arrived faulty, damaged, or was not what you ordered. In those cases we cover the cost of return postage in full and either replace the item or refund you, whichever you prefer.
We recommend using a tracked service for your return. Until the parcel reaches us it remains your responsibility, and we cannot refund an item that does not arrive.
Exchanges
Exchanges are available within the same 365-day window. Tell us which size or colour you would like when you email us and we will arrange it. If the option you want is out of stock, we will offer a full refund instead rather than leave you waiting for a restock.
Because the top and skirt are sized separately, you can exchange one piece without returning the other.
Refunds
Once your return reaches us it is inspected and processed within 2-3 business days. You will receive an email confirming the refund has been issued.
Refunds are returned to the original payment method. After we issue the refund, your bank or card provider usually takes a further 5-10 business days to show the money on your statement. That final step is controlled by your bank, not by us.
Original shipping was free, so there is nothing to deduct.
Faulty or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, email support@orvessa.com with your order number and a photo. We will replace it or refund you in full, and you will not pay any postage. This is our mistake to fix, not yours.
Cancellations
Orders are dispatched within one business day. If you need to cancel or change an order, email us as soon as possible with your order number. We can usually make changes within two hours of an order being placed. Once an order has shipped it cannot be cancelled, but the 365-day return window still covers you.
Questions
Email support@orvessa.com and a person will reply, usually the same business day.