Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that items from our Heirloom Collection are made to order and cannot be returned or refunded unless they are faulty or damaged.

To be eligible for a return, your item must be in the same condition in which you received it: unused, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.

To request a return, please contact us at info@orsahome.co.uk. If your return is accepted, we will send you a return shipping label and instructions explaining how and where to send your parcel. Items returned without contacting us first will not be accepted.

If you have any questions about a return, please email info@orsahome.co.uk. We aim to respond to all return requests within two working days.

Damages and issues

Please inspect your order as soon as it arrives. If an item is defective, damaged or incorrect, please contact us within three days of delivery so that we can assess the issue and put it right. Where possible, please include clear photographs of the item and its packaging.

Heirloom Collection deliveries

All Heirloom Collection items must be carefully inspected at the time of delivery, before the delivery is signed for. Any damage or issues must be reported immediately to the delivery team and noted on the delivery paperwork.

If you are unable to inspect the item fully at the time of delivery, please make this clear when signing for it rather than confirming that it has been received in good condition. Please also contact us immediately at info@orsahome.co.uk, including photographs of the damage where possible.

These terms do not affect your statutory rights where an item is faulty, damaged or not as described.

Exceptions and non-returnable items

Certain items cannot be returned, including:

  • Items from our Heirloom Collection, as these are made to order

  • Custom, bespoke, made-to-measure or personalised products

  • Perishable goods, such as food, flowers or plants

  • Personal care goods, such as beauty products

  • Hazardous materials, flammable liquids or gases

  • Sale items

  • Gift cards

Please contact us if you have any questions about whether your item is eligible for return.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Exchanges

The quickest way to receive a replacement item is to return your original item and, once the return has been accepted, place a separate order for the new item.

European Union 14-day cooling-off period

If your order is being delivered within the European Union, you have the right to cancel or return it within 14 days without providing a reason, subject to any applicable exclusions for bespoke, personalised or made-to-order goods.

Returned items must be in the same condition in which they were received: unused, with tags attached and in their original packaging. You will also need your receipt or proof of purchase.

Refunds

We will contact you once we have received and inspected your return to confirm whether your refund has been approved.

If approved, your refund will be issued automatically to your original payment method within 10 business days. Please remember that your bank or card provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@orsahome.co.uk.