How can I return an item?

If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order.

Include your order number and the reason for your return. Our Customer Service team will review your request and provide further instructions if your return is approved.

Only items purchased directly from Orlenne Couture are eligible for return. For products purchased from authorised retailers, please contact the retailer directly to arrange your return.

Returned items must be in their original packaging, including all accessories, manuals and documentation.

Non-returnable items include products purchased through retailers, incorrectly purchased products, and any product damaged due to customer mishandling.

Returned items must be unused, in the same condition in which they were sent to you, and in their original packaging. We do not accept items with stains, bent cards, broken seals or torn plastic film. If the condition of the returned product is not acceptable, we reserve the right not to refund or exchange it. Personalised products cannot be refunded or exchanged.

Additionally, sale items cannot be returned or refunded.

Return shipping costs are the responsibility of the customer and are never covered by Orlenne Couture.

Returns made without a receipt may be refused. Orlenne Couture reserves the right to refuse any return.

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What if the item I received is defective/incorrect/damaged?

Received a defective unit or the wrong product? Not satisfied with your order?

Please contact our Customer Service team via our Contact page to start the return process. Include the following information:

• Order number

• Proof of purchase

• Video or photo of the defective product (if applicable)

• Full delivery address

• Contact phone number

In some cases, you may be required to provide a video or photo of the defective product as proof in order to issue a refund or replacement.

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How long does the return process take?

For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling fees.

Return processing may take up to 15 business days from the day we receive your return. We will send you an email confirmation once your return has been processed.

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When will I receive my refund?

All refunds will be issued to your original method of payment or via bank transfer. If you paid by credit or debit card, the refund will be sent to the card-issuing bank. Please contact your card issuer for information on when the credit will be posted to your account.

If you have not yet received a credit for your return, please:

• Contact your bank/credit card company. It may take some time before your refund is officially posted.

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How can I change or cancel my order?

Email support@orlennecouture.com as soon as possible if you need to modify or cancel your order. Please provide your order number and the change you would like to make; we will confirm once the modification has been applied.

Please note that any order that has already been packed or shipped cannot be modified or cancelled.