Shipping Policy

Thank you for choosing us. We know that once you've placed an order, the wait begins, and we want to make that wait as short, smooth, and worry-free as possible. Every order placed with us is handled with care from the moment it lands in our system to the moment it arrives at your door. Below you'll find everything you need to know about how we ship, how long it takes, and what to do if something doesn't go as planned.

Shipping Locations

We're proud to ship worldwide and currently deliver to the vast majority of countries across North America, Europe, Asia, Australia, and beyond. Shipping availability and delivery windows may vary slightly depending on your specific location, your local postal infrastructure, and the carriers operating in your region. If you don't see your country listed at checkout, please don't assume we can't help. Reach out to our support team and we'll do our very best to find a way to get your order to you.

Order Processing

Every order is carefully reviewed, packed, and prepared for dispatch within one to three business days after your payment has been confirmed. This processing window allows our fulfillment team to perform a full quality check on every item before it leaves our warehouse, ensuring that what you receive matches the standard we promise. Orders placed on weekends, public holidays, or outside of regular business hours will begin processing on the next available business day. As soon as your order is on its way, you'll receive a confirmation email so you know exactly what's happening behind the scenes.

Estimated Delivery Time

For international shipping, you can expect your order to arrive within seven to fifteen business days from the date of dispatch, depending on your destination country and the efficiency of local delivery services. While we work hard to meet these estimates, please keep in mind that delivery times are not guaranteed and may occasionally be affected by factors outside our control. These can include customs clearance procedures, regional courier delays, severe weather conditions, and high-volume shopping seasons such as Black Friday, Cyber Monday, Christmas, and Lunar New Year. We appreciate your patience during these busier times and always do everything we can to keep things moving.

Shipping Fees

We believe great products shouldn't come with surprise costs at checkout, which is why we offer free worldwide shipping on every single order. There are no minimum purchase requirements, no hidden handling fees, and no last-minute add-ons. The price you see on the product page is exactly the price you'll pay, no matter where in the world you're ordering from.

Order Tracking

Once your order has been shipped, you'll receive a second email containing your unique tracking number along with a direct link to follow your package in real time. Tracking information typically becomes active within twenty-four to forty-eight hours after dispatch, as the carrier scans your package into their system. From that point on, you can check in on your order whenever you like and watch it make its way to you. If your tracking hasn't updated after a few days, please don't worry. Sometimes packages move faster than the system can record, and our support team is always happy to look into it for you.

Undeliverable Packages

In the rare event that a package cannot be delivered, due to an incorrect or incomplete shipping address, repeated failed delivery attempts, or a parcel left unclaimed at a local pickup point, the package will be returned to our warehouse. When this happens, the customer is responsible for any additional reshipping fees required to send the order out again. To avoid any complications, we kindly ask that you double-check your shipping details, including your apartment number, postal code, and contact phone number, before completing your purchase. A few seconds of careful review can save you a lot of time later.

Customs, Duties, and Taxes

Because we ship internationally, some orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges are determined by your local government and customs authority, not by us, and they are the responsibility of the customer to pay upon delivery. We have no way to estimate these costs in advance, as they vary widely from country to country and even from order to order. If you're unsure about the rules in your country, we recommend checking with your local customs office before placing your order so there are no surprises when your package arrives.

Need Help?

We're a real team of real people, and we're here whenever you need us. If you have any questions about your order, your shipping status, or anything else related to your delivery, please don't hesitate to get in touch. You can reach us by email at contact@getorrel.com, and we'll get back to you within twenty-four hours, Monday through Friday. Whether it's a simple question or a more complicated concern, we'll do everything we can to make sure your experience with us is a great one from start to finish.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@getorelle.com

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@getorelle.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at contact@getorelle.com.