Last Updated: September 3, 2026
We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, please review the policy below.
Nothing in this policy limits any rights or remedies available to you under applicable consumer law.
1. RETURN PERIOD
For eligible standard, non-personalised items, you may request a return within 14 calendar days of receiving your order.
Once your return request has been approved, please ship the item back within 5 calendar days and keep your shipping receipt or tracking information until the return has been processed.
Please contact our customer service team before returning any item. Once your return request has been approved, we will provide the correct return address and return instructions.
Do not return products to our company contact address or to the address shown on the original parcel unless specifically instructed by our customer support team.
2. RETURN CONDITIONS
For a change-of-mind, wrong-size or other voluntary return, the item must:
- Be unworn and unused, except for reasonable inspection.
- Be free from scratches, stains, deformation, damage or signs of wear.
- Have no visible residue from perfume, cosmetics, skincare products or other substances.
- Include all original packaging, accessories, jewellery cards, tags and gifts supplied with the item where reasonably possible.
- Be securely packaged to prevent damage during return shipping.
Items showing clear signs of wear, misuse, improper care or damage may not qualify for a voluntary return.
This does not affect your rights if an item is faulty, damaged or not as described.
3. JEWELLERY-SPECIFIC CONDITIONS
Plated Jewellery
Our jewellery may include 18K gold plating, 18K white gold plating, rhodium plating or other plated finishes.
Plated jewellery may naturally develop signs of wear over time depending on frequency of use, skin chemistry and exposure to water, perspiration, perfume, cosmetics or chemicals.
Normal fading, tarnishing or surface wear caused by regular use, improper storage, improper care or contact with chemicals is generally not considered a manufacturing defect.
Natural Freshwater Pearls
Natural freshwater pearls may vary slightly in:
- Shape
- Size
- Colour
- Surface texture
- Lustre
These natural variations are part of the character of genuine freshwater pearls and are not considered defects.
Cubic Zirconia and Stone-Set Jewellery
Damage caused by impact, dropping, bending, improper use or improper storage is not considered a manufacturing defect.
4. EARRINGS AND PIERCED JEWELLERY
For hygiene reasons, earrings and other pierced jewellery must be unworn and returned with any hygiene seals or protective packaging intact, where applicable.
Items showing signs of having been worn may not be accepted for a voluntary return.
This restriction does not apply where the product is faulty, damaged, incorrect or where applicable law requires otherwise.
5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order promptly after delivery.
If your item arrives damaged, defective or different from what you ordered, please contact us as soon as possible, preferably within 2 days of delivery, so that we can investigate and assist you promptly.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos of the item.
- Photographs of the parcel and packaging where relevant.
Once the issue has been reviewed, we may offer a replacement, refund or another appropriate solution.
Where the issue was caused by us, we will cover reasonable return shipping costs where applicable.
The suggested 2-day reporting period helps us investigate delivery and product issues promptly and does not restrict any rights you may have under applicable consumer law.
6. SIZE EXCHANGES
Please check the product measurements and size guide carefully before placing your order.
Eligible standard-size products may be exchanged if they meet the return conditions above and the requested replacement is available.
For size exchanges due to customer preference or incorrect size selection, the customer is generally responsible for return shipping and any applicable re-delivery costs.
Replacement products are subject to availability.
7. NON-RETURNABLE ITEMS
Unless faulty, damaged, incorrect or otherwise required by applicable law, we may not accept returns for:
- Personalised or custom-made jewellery.
- Engraved products.
- Special-size or made-to-order products clearly identified as such before purchase.
- Earrings or pierced jewellery that show signs of wear or have had applicable hygiene protection removed.
- Products that have been worn, damaged, altered or improperly cared for.
- Items returned without essential components or accessories where this affects resale condition.
- Gift cards, where applicable.
A standard colour, standard size or standard design is not automatically considered personalised.
8. RETURN SHIPPING
For change-of-mind, wrong-size or other customer-related returns, the customer is responsible for return shipping costs unless otherwise required by applicable law.
Once your return request has been approved, the item must be shipped within 5 calendar days.
We recommend using a trackable shipping service and keeping your shipping receipt or tracking information until your return has been processed.
We are not responsible for returned parcels that are lost or damaged before reaching the authorised return location, except where applicable law provides otherwise.
Please contact us before sending your return so that we can provide the correct authorised return warehouse address.
9. REFUNDS
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will normally be processed to your original payment method within 5–10 business days, subject to any different period required by applicable law.
Your bank, card provider or payment service may require additional time to display the refund.
Original standard delivery charges will be refunded where required by applicable law. Additional express or upgraded delivery charges are generally non-refundable unless required by law.
Where permitted by law, a reasonable deduction may be made if the returned item shows handling or use beyond what is necessary to inspect the product and this has reduced its value.
10. ORDER CANCELLATIONS AND CHANGES
Please contact us as soon as possible if you wish to cancel or change your order.
We cannot guarantee that an order can be changed or cancelled once processing, packing or dispatch has begun.
Made-to-order, personalised or special-size products may not be cancellable once production has started, except where required by applicable law.
CONTACT US
To request a return, exchange or refund, please contact our customer service team through:
Email: support@orivenne.com
or through the contact options available on our website.
Please include:
- Your order number
- Your name
- The reason for your request
- Photos or videos where relevant
Once your request has been reviewed and approved, we will provide the appropriate return instructions and the authorised return warehouse address.