Refund policy

Returns end refunds policy

At Ornelya, your satisfaction is our priority. If you are not fully satisfied with your purchase, you may request a refund under the conditions outlined below.

1. Eligibility for Refunds

To be eligible for a refund, items must:

Be returned within 14 days of delivery
Be unused, unworn, and in their original packaging
Not be personalized or custom-made
Not show signs of wear, damage, or improper handling

For hygiene reasons, worn or used jewelry cannot be refunded.

2. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 14 days at contact@ornelya.com with:

Your order number
A description of the issue
Clear photos of the item received

If the claim is approved, we offer:

A full refund, or
A replacement item at no additional cost

3. Return Shipping Costs

Unless the return is due to an error on our part (defect, wrong item, etc.):

Return shipping fees are the customer’s responsibility.
Shipping costs paid at checkout are non-refundable.

4. Refund Process

Once your returned item is received and inspected:

You will receive an email confirming the status of your refund
Approved refunds are issued to the original payment method
Processing time may take 5 to 10 business days, depending on your bank or payment provider

5. Non-Refundable Items

The following items cannot be refunded:

Worn or used jewelry
Personalized or custom-made items
Gift cards
Items returned more than 14 days after delivery

6. Order Cancellation

Orders can be canceled before they are processed.
Once the order has been shipped, cancellation is no longer possible, and the return process must be followed.

Customs or duty fees are rare, but if they apply, they are the buyer’s responsibility.