Refund policy
Return & Refund Policy
We want you to be happy with your purchase. If for any reason you are not satisfied, please read our policy below.
Return Window You have 14 days from the date of delivery to request a return, in accordance with EU consumer law.
Eligibility To be eligible for a return, the item must be in its original condition and packaging. Please contact us at orlathelabel@gmail.com before sending anything back.
Return Shipping Return shipping costs are the responsibility of the buyer.
Refunds Once we receive and inspect the returned item, we will process your refund within 5 business days to your original payment method.
One-of-a-Kind & Limited Edition Pieces Due to their unique nature, one-of-a-kind and limited edition pieces are final sale and non-returnable unless they arrive damaged or defective.
Damaged or Defective Items If your order arrives damaged or defective, please contact us within 48 hours of delivery at orlathelabel@gmail.com with photographic evidence. We will resolve the issue promptly, regardless of the item's sale status.
Non-Returnable Items
- Items returned without prior contact
- Items not in their original condition
- Items returned after the 14 day window
Right of Withdrawal (EU Customers)
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, contact us at orlathelabel@gmail.com within 14 days of delivery. You must then return the item(s) within a further 14 days. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Refunds will be issued within 14 days of receiving the returned goods, using the same payment method as the original purchase.
Exceptions: Custom or personalised ceramic pieces made to your specification are exempt from the right of withdrawal under EU consumer law (Directive 2011/83/EU, Article 16(c)).
Contact orlathelabel@gmail.com +351 920 394 200
— Orla | orlaceramics.com