ELIGIBILITY WINDOW
You may request a return or exchange within 7 days of receiving your order. Items must be unworn, unwashed, with all tags attached, and in their original packaging.
RETURNS & EXCHANGES
We want you to love every Oriella Luxe piece. If something isn't right, this policy explains your options for returns and exchanges.
START A RETURN
7
DAYS TO RETURN
48
HOURS TO REPORT DAMAGE
5-7
BUSINESS DAYS FOR REFUND
24-48
HOURS TO RESPOND
HOW IT WORKS
Starting a return is simple
Follow these five steps to return or exchange your item. Our concierge team is available to guide you through every step.
01
CONTACT US
Email us or message on WhatsApp with your order number and the item(s) you wish to return.
02
PACK ITEMS
Pack items securely in their original packaging with all tags attached. Include your order number.
03
SHIP TO US
Send your package to our Lagos studio. We will provide the address and instructions via email.
04
INSPECTION
Our team inspects the returned item within 24-48 hours of receipt and confirms approval.
05
REFUND
Approved refunds are processed within 5-7 business days to your original payment method.
THE POLICY
What you need to know
ELIGIBLE ITEMS
Ready-to-wear items in standard sizes are eligible for return or exchange. To initiate a return, contact us with your order number and reason for return.
DAMAGED OR INCORRECT ITEMS
If your order arrives damaged or you received the wrong item, contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no cost to you.
EXCHANGE PROCESS
Exchanges are subject to stock availability. To exchange, return the original item and place a new order for the desired piece. We process the exchange once the original item is received and inspected.
REFUND TIMELINE
Approved refunds are processed within 5-7 business days to the original payment method. Shipping costs are non-refundable except in cases of damaged or incorrect items.
PLEASE NOTE
Non-returnable items
For hygiene, customisation, and craftsmanship reasons, the following items cannot be returned or exchanged.
Made-to-order & customised pieces
Bridal & alteration-adjusted items
Items marked as final sale
Undergarments & intimate accessories
READY TO START A RETURN?
Message us on WhatsApp or email hello@oriellaluxe.com with your order number, the item(s) you wish to return, and the reason. Our team will respond within 24-48 hours with return instructions.
Premium qualityFinest fabrics
Made in NigeriaProudly African
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