Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Return Address (for UK customers): Unit 159082, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom Email: info@theorivana.com Phone: +44 7488 848 408 Contact Page:Contact Us
30-Day Easy Returns
At TheOrivana, we want you to be completely satisfied with your purchase. If, for any reason, you’re not happy with your order, we offer a 30-day easy return policy from the day you receive your items.
Return Policy Overview
• Return Window: You have 30 days from the day you receive your order to initiate a return. • Condition: Returned items must be unused, in their original condition, and in the original packaging with all tags and accessories. • Processing Time: Orders are processed within 1–2 business days, and delivery typically takes 6–9 business days. • Easy Returns: Returning items to us is simple — our support team will assist you throughout the process.
Return Costs & Return Circumstances
1. Wrong Item Received You received an item different from what you ordered. • Return Cost: Free. We cover all return shipping costs. • Processing Time: Your return request is reviewed within 1–2 business days. • Refund Time: Once we receive the returned item, your refund will appear on your payment method within 3–10 business days.
2. Damaged or Defective Item Your item arrived damaged, faulty, or not functioning properly. • Return Cost: Free. We cover all return shipping costs. • Processing Time: Your claim is reviewed within 1–2 business days after you submit photos/evidence. • Refund Time: Refund is issued within 3–10 business days after the returned item is received or your claim is approved.
3. Order Never Arrived (Lost Package) Your package has not arrived within the expected delivery timeframe. • Return Cost: No return required. • Processing Time: Investigation is completed within 2–5 business days. • Refund Time: Refund or replacement is issued immediately after investigation — funds appear within 3–10 business days.
4. Change of Mind (Customer Remorse) You no longer want the item or ordered the wrong size/color. • Return Cost: The customer pays the return shipping costs. • Processing Time: Return request reviewed within 1–2 business days. • Refund Time: Refund posted within 3–10 business days after the item is received and inspected.
5. Order Cancellation (Before Shipment) You changed your mind before the order was shipped. • Return Cost: Free — full refund. • Processing Time: Cancellation request reviewed within 1 business day. • Refund Time: Refund issued immediately, funds appear within 3–10 business days.
6. Other Circumstances If your situation does not fit the categories above, please contact us via: • Email: info@theorivana.com • Phone: +44 7488 848 408 • Live Chat: available on our website • Return Cost: Determined based on the specific case. • Processing Time: 1–2 business days. • Refund Time: 3–10 business days after approval or item receipt.
How to Return an Item
1. Contact Us: Email our team at info@theorivana.com or call us at +44 7488 848 408. Please include your order number and reason for the return. 2. Get Return Instructions: We’ll provide a return authorization and step-by-step instructions. 3. Pack Your Item: Repack the product securely in its original packaging, including all accessories and documents. 4. Print the Shipping Label: If applicable, we’ll send you a prepaid label — simply print and attach it. 5. Send It Back: Drop off your return package at your nearest postal or courier location.
Refund Process
Once your refund is approved and processed, the refund will appear on your original payment method within 3–10 business days, depending on your bank/payment provider.
Exchanges
We offer exchanges for eligible items (wrong item received, defective item, incorrect variant, etc.). If you would like to request an exchange, please contact us first so we can approve the request and provide instructions. • Exchange request processing time: 2–3 business days • Replacement shipping time: 6–9 business days • Refund timeframe (if applicable): 3–10 business days
Non-Returnable Items
For hygiene and safety reasons, certain items such as personal care products are not eligible for return. These products (if any) will be clearly marked as non-returnable on their product pages.
Business Name: TheOrivana Ltd Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Return Address (for UK customers): Unit 159082, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, United Kingdom Email: info@theorivana.com Phone: +44 7488 848 408 Contact Page:Contact Us Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM We aim to respond to all inquiries within 1–2 business days.
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