1. 14‑Day Cooling‑Off Period (Right of Withdrawal)

EU consumers are entitled to a 14‑day cooling‑off period. Within 14 days of receiving the clothing items, you may cancel your order and request a return without providing a reason.

To request a return during this period, simply notify us via email at [email protected].

2. Return Requirements

Returned clothing must meet the following criteria:

• Items remain in their original condition (unworn, unwashed, and undamaged);
• Tags and packaging are intact;
• Items are free from stains, odors, or damage caused by the customer.

If the item's value has diminished due to use beyond what is necessary for inspection, we reserve the right to deduct a corresponding amount from the refund.

3. Refund Processing

After notifying us of the return, please ship the items to our designated address.

Once we receive and verify the returned items, we will issue a refund to the original payment method within 14 days.

• Full refund of the purchase price;
• Initial shipping costs: Generally non‑refundable (e.g., standard shipping fees);
• Return shipping costs: Borne by the customer (unless the item has a quality defect).

4. Quality Issues (Defects, Incorrect Items)

If the received clothing has quality defects, was shipped incorrectly, or does not match the order description:

• 1. Please take photos and contact us via email as soon as possible;
• 2. We will determine the appropriate solution: exchange, partial refund, or full refund;
• 3. We will cover the return shipping costs incurred in these cases.

5. Exchanges

If you wish to exchange an item, please email us to confirm stock availability. Exchange process: First, return the original item; we will ship the new item upon receipt. Any additional shipping costs associated with the exchange can be discussed and confirmed in advance.

6. Exclusions

Returns without a specific reason are not accepted in the following cases:

• 1. Customized clothing (items made to order based on customer‑specified fabrics, sizes, prints, etc.);
• 2. Items damaged or stained due to customer use or washing;
• 3. Items rendered unsellable due to missing tags or damaged packaging;
• 4. Intimate apparel (undergarments).

7. Contact Information

Email for return/exchange requests: [email protected]

We will reply with return instructions as soon as possible after receiving your email.

8. Policy Updates

This policy is subject to change at any time; the latest version is published on the website https://orvelloltd.com.