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SHIPPING TIMEFRAMES

  • UK Domestic Orders: Ship within 5–10 working days.

  • International Orders: Ship within 5–15 working days, depending on destination and customs clearance.

  • Pre-Orders: Any pre-order item will include an estimated ship date on the product page. If your order includes a pre-order item, the entire order will ship once that item is ready.

Once your order has been dispatched, you’ll receive a confirmation email with tracking details.

CUSTOMS & IMPORT TAXES

Customers are responsible for paying any import duties, taxes, and customs fees that may apply to international shipments.
These charges vary by country and are outside of ORVA’s control.

If a shipment is refused due to unpaid customs or import taxes, the customer will be responsible for all associated return shipping and courier costs. These may be deducted from any eligible refund.

DELIVERY

  • All orders are shipped using tracked delivery services.

  • Please ensure your shipping address and contact details are complete and accurate at checkout.

  • ORVA is not responsible for delays caused by couriers, customs, or incorrect address details.

  • Once your order has been dispatched, ORVA is not liable for lost or stolen parcels. For delivery issues, please contact the courier directly with your tracking number.

  • Customers must ensure someone is available to receive the parcel at the delivery address provided.

UNDELIVERABLE OR REFUSED PARCELS

If a parcel is returned to us due to an incorrect address, failed delivery attempts, or refusal to accept it, you may be responsible for re-delivery costs.
If you request a refund instead, the original shipping fee and any return courier charges may be deducted (where applicable).

RETURNS POLICY

We accept returns within 14 days of receiving your order, subject to the following conditions:

  • Items must be unused, unworn, unwashed, and returned in their original packaging with all tags attached.

  • Returns are accepted for faulty or damaged items only.

  • To start a return, contact us at Support@orvaclo.com with your order number and a description or photo of the issue.

  • Customers are responsible for all return postage costs unless the item is confirmed as faulty.

  • Shipping fees are non-refundable.

  • Sale, discounted, or limited-release items are final sale and cannot be returned or exchanged.

  • We reserve the right to refuse returns that do not meet these conditions.

EXCHANGES

Exchanges are available under the following conditions:

  • Exchanges are available for U.K. customers only.

  • Exchange requests must be made within 14 days of receiving your order.

  • Items must be unused, unworn, unwashed, and returned in their original packaging with all tags attached.

  • Sale, discounted, or limited-release items are final sale and cannot be exchanged.

  • Customers are responsible for all return postage costs; ORVA does not cover return shipping for exchanges.

  • Shipping fees are non-refundable.

  • A completed return slip must be included inside the parcel, clearly stating that the request is for an exchange.

  • Customers must check size availability before returning their item. If the requested size is unavailable when processed, an automatic refund will be issued instead.

  • Items that do not meet exchange requirements may be returned to the customer at their own cost.

Non-exchangeable items include:

  • Items showing signs of wear, washing, stretching, alteration, or damage.

  • Items with stains, marks, bleaching, or discoloration.

  • Items scented with perfume, deodorant, aftershave, smoke, or other strong odors.

  • Sale or discounted items (final sale).

All items remain the customer’s responsibility until delivered to ORVA.
ORVA reserves the right to reject exchanges that do not meet the above criteria.

REFUND POLICY

Once we receive and inspect your returned item, we’ll notify you by email regarding the approval or rejection of your refund.

  • Approved refunds will be processed to your original method of payment within 7–10 working days.

  • If applicable, return shipping or courier costs may be deducted from your refund total.

  • Original shipping costs are non-refundable.

  • If your item was damaged or faulty, we’ll cover the cost of return shipping once verified.

If your refund hasn’t appeared after 10 business days, please check with your bank or card provider before contacting us.

DAMAGED OR FAULTY ITEMS

If your order arrives damaged or faulty, please contact Support@orvaclo.com within 7 days of receiving your parcel.
Include your order number, clear photos of the issue, and a brief description.
We will arrange a replacement or refund where applicable.

RESPONSIBILITY

Once items have been dispatched from our warehouse, ORVA is not responsible for any lost, stolen, or damaged parcels.
We recommend ensuring someone is available to receive your order at the delivery address.

CONTACT

For all shipping, returns, or order-related questions, please contact:
📧 Support@orvaclo.com

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