Refund policy

At Orvane Victoria, we want you to feel confident and happy with every purchase you make. If something is not quite right with your order, do not worry. We have a simple and fair returns process designed to make things easy for you.

Returns Window

You have 30 days from the day you receive your order to let us know you would like to return it. Unfortunately, we cannot accept returns after this 30 day period has passed.

Return Conditions

To be eligible for a return, the item must be unused and in exactly the same condition as when it arrived. It should also be in its original packaging with all tags still attached.

How to Return an Item

To start a return, just send us an email at support@orvane-victoria.com. Please include your order number, the name on the order, and your shipping address. Once we have approved your return, we will get back to you with clear instructions and the address you need to send the item to.

Refunds

After your return arrives and we have had a chance to check everything over, we will process your refund. You can expect the money to show up in your original payment method within 7 days of us approving the return.

Non-Refundable Items

We cannot accept returns for items that have been opened, worn, or used. Gift cards and store credit are also non-refundable.

Late or Missing Refunds

If you have not seen your refund after 7 days, the first thing to do is check with your bank. Payment processors can sometimes have delays. You might also want to contact your credit card company or payment provider, as it can take extra time for the refund to appear on your statement. If you have done all of this and still do not have your refund, just reach out to us and we will look into it.

Damaged, Defective or Incorrect Products

If your order arrives damaged, faulty, or if we have sent you the wrong item, please email us at support@orvane-victoria.com as soon as you can. We will need a photo of the issue to help us sort it out quickly. Once we have seen it, we will arrange for a replacement to be sent to you at no extra cost. In these cases, we will also cover the cost of return shipping.

Exchanges

We do not offer direct exchanges at the moment. If you need a different size or style, simply return the item for a refund and place a new order for the one you really want.

Order Cancellations

We start getting orders ready to ship pretty quickly, which means we cannot cancel an order once it has been placed. Please take a moment to double check everything before you hit that confirm button.

Return Shipping

For most returns, the cost of return shipping is covered by the customer. The only exception is when we have sent you a damaged, defective, or incorrect item.

Restocking Fees

We do not charge any restocking fees. If your return meets our conditions, you will receive a full refund for the price of the item.

Change of Mind Returns

If you simply change your mind about a purchase, that is totally fine. You can return the item within 30 days as long as it is unused and still in its original condition and packaging. For change of mind returns, the customer is responsible for the return shipping cost.

Contact Information

Store Name: Orvane Victoria
Address: 36 Isidore Rd, Bromsgrove B60 3ET, United Kingdom
Email: support@orvane-victoria.com

Customer Service Hours:
Monday to Friday: 9:00 AM to 5:00 PM (GMT – London time)

We aim to reply to your email within 24 hours.