At ORA Apparels, we want you to be happy with your purchase. If your order isn’t quite right, you can contact our team to arrange a return or exchange.
Our Return Policy
You may request a return within 14 days of receiving your order.
To be eligible for a return, items should be:
- Unworn and unused
- Unwashed
- In their original condition
- Returned with all original tags attached
- Free from makeup, perfume, stains, or other marks
- Returned in the original packaging where possible
We reserve the right to assess the condition of returned items before processing a refund or exchange.
Change of Mind
If you have changed your mind about your purchase, you can contact us within the applicable return period to arrange a return.
For change-of-mind returns, the cost of returning the item is the customer’s responsibility, unless the item is faulty, incorrect, or not as described.
Please ensure returned items are packaged securely, as ORA Apparels cannot be responsible for items damaged during return postage due to inadequate packaging.
Exchanges
If you would like to exchange an item for a different size, please contact our team at:
Please include:
- Your order number
- The item you wish to exchange
- The size you received
- The size you would like
Exchanges are subject to availability. If the requested size is unavailable, we will contact you to discuss the available options.
Sale Items
Sale and promotional items may be eligible for return or exchange, subject to the same applicable conditions outlined in this policy.
Your statutory consumer rights are not affected by purchasing a sale item.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or you receive an incorrect item, please contact us as soon as possible at:
Please include your order number and, where applicable, clear photographs showing the issue.
We will review the issue and arrange an appropriate solution in accordance with your consumer rights.
Refunds
Once your returned item has been received and inspected, we will process your refund where applicable.
Refunds will normally be issued using the same payment method used for the original purchase.
For eligible cancellations, refunds will be processed within the timeframe required under applicable UK consumer law.
The cost of standard delivery may also be refundable where required by applicable consumer law.
Items That Cannot Be Returned
Certain products may be excluded from return where they are made to your specifications, personalised, or otherwise fall within a legal exception to cancellation rights.
If an item is non-returnable, this will be clearly stated on the relevant product page before you place your order.
How to Request a Return or Exchange
To start a return or exchange, please email:
Please include:
Subject: Return / Exchange Request – [Order Number]
In your email, provide:
- Full name
- Order number
- Item(s) you wish to return or exchange
- Reason for the request
- For exchanges, the preferred replacement size
Our team will respond with the next steps and return instructions.
Important
Nothing in this policy affects your statutory rights as a consumer under UK law.
If you have any questions about returns or exchanges, please contact our team at:
We are happy to help.
ORA APPARELS
Timeless style. Thoughtfully made.