Refund policy
Return & Refund Policy
OREELA Jewellery | www.oreela.com
Last Updated: 8 October 2026
At OREELA, your satisfaction is important to us. We take pride in offering beautiful jewellery and aim to provide every customer with a smooth, transparent and enjoyable shopping experience.
If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
1. Returns & Your Right to Cancel
Customers who qualify for a statutory right to cancel an online purchase may notify us of their decision within 14 days of receiving their order, without giving a reason.
For orders containing multiple items delivered separately, the cancellation period generally begins when the final item is delivered.
Once you notify us of your cancellation, you have a further 14 days to return the applicable items.
To request a return, please contact info@oreela.com with your order number.
Your statutory rights under applicable consumer protection laws remain unaffected.
2. Return Conditions
For change-of-mind returns, we ask that jewellery is returned:
• In its original condition, where possible.
• With its original packaging and accessories.
• With any attached tags, where reasonably possible.
• Securely packaged to prevent damage during transportation.
Customers may inspect jewellery as they would reasonably be permitted to do in a physical shop. Where permitted by law, excessive handling that reduces an item's value may result in a deduction from the refund.
3. Earrings & Personalised Jewellery
For hygiene reasons, certain sealed jewellery items, including earrings, may be excluded from change-of-mind returns where the hygiene seal has been removed after delivery and the legal conditions for this exception apply.
Custom-made or personalised jewellery may also be excluded from change-of-mind returns where permitted by applicable law.
These exclusions do not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.
4. How to Return an Item
To begin a return:
1. Email info@oreela.com with your order number.
2. Tell us which item you would like to return.
3. Include photographs if the item is damaged or incorrect.
4. Our customer service team will provide return instructions and the appropriate return address.
5. Package the jewellery securely and use a tracked shipping service where possible.
Please do not return items without obtaining the correct return address, as this may delay processing.
Your legal right to cancel is not dependent on receiving our approval or return authorisation.
5. Return Shipping Costs
For change-of-mind returns, customers are responsible for direct return shipping costs where permitted by applicable law and where these costs have been properly disclosed.
If you receive a faulty, damaged or incorrect item, OREELA will cover reasonable return shipping costs where required by law.
We recommend keeping your postage receipt and tracking information until your return has been completed.
6. Refunds & Processing Times
Once we receive your returned item, we will inspect it and contact you regarding the refund.
For valid statutory cancellations, refunds will be issued without undue delay and within the legally required timeframe, generally no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier.
Where applicable, refunds will include the original standard delivery charge. Additional charges for an upgraded delivery service may not be refundable.
Refunds will be issued to the original payment method unless otherwise agreed.
Your bank or payment provider may require additional time to make the funds available.
7. Damaged, Defective or Incorrect Items
We carefully prepare orders before dispatch. However, if something arrives damaged, defective or incorrect, please contact us as soon as possible.
Email: info@oreela.com
Please include:
• Your order number.
• A description of the issue.
• Clear photographs, where available.
For faster assistance, we encourage customers to report visible damage within 48 hours of delivery. This is a recommendation only and does not limit your statutory rights.
Depending on the circumstances and applicable law, we will arrange an appropriate remedy, including a replacement, repair or refund.
8. Order Cancellations
If you wish to cancel an order before dispatch, please contact info@oreela.com as soon as possible, preferably within two hours of placing your order.
We will attempt to stop the shipment where possible.
If your order has already been dispatched, you may still have the right to cancel and return eligible items under this policy and applicable consumer law.
9. Exchanges
We offer assistance with exchanges for faulty, damaged or incorrectly supplied jewellery.
If you ordered the wrong size or prefer a different style, please contact our customer service team to discuss your options.
Where a change-of-mind exchange is unavailable, you may return an eligible item under this policy and place a new order.
10. OREELA Ambassador Collection
Our Ambassador Collection is part of our exclusive OREELA Ambassador Programme.
Eligible ambassadors may select complimentary jewellery pieces and pay a tracked shipping fee at checkout.
The shipping fee and any other applicable charges are displayed before payment.
Ambassador Shipping Refund Benefit
Ambassadors who achieve three qualifying successful sales using their personal Ambassador Code are eligible for a refund of their original ambassador shipping fee, subject to the programme terms.
Returns & Cancellations
Ambassador Collection orders remain subject to applicable consumer protection laws.
Where a customer has a statutory right to cancel an Ambassador Collection order, any refundable shipping payments will be handled in accordance with that right.
Complimentary jewellery and promotional arrangements do not remove statutory rights relating to faulty, damaged or incorrectly supplied goods.
11. Lost or Delayed Packages
If your order has not arrived within the estimated delivery timeframe, please contact us at info@oreela.com.
Our team will investigate the shipment with the relevant delivery carrier.
Where goods are confirmed lost or not delivered, we will provide the appropriate remedy in accordance with applicable consumer protection laws.
12. International Orders
OREELA serves customers internationally.
Delivery times, customs procedures and return shipping costs may vary depending on the destination.
Customers outside the United Kingdom may have additional or different rights under their local consumer protection laws.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
13. Contact OREELA
If you have questions about a return, refund, exchange or delivery, our customer service team is here to assist you.
OREELA Customer Support
Website: https://oreela.com
Email: info@oreela.com
We aim to handle all customer enquiries professionally, fairly and as quickly as possible.
Thank you for choosing OREELA Jewellery.