Orb 23 Returns Policy
Introduction
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Scroll down to 'exceptions / non-returnable items' section to find out which products are not eligible for return. We advise to check the 'shipping and returns' tab in the product description to avoid disappointment.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@orb23.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@orb23.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received a wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like jewellery, tableware and drinkware, perishable goods (such as food, flowers, or plants), custom products (such printed to order wall prints, jewellery), and personal care goods (such as bath, beauty and self-care products). Please get in touch if you have questions or concerns about your specific item.
Due to handmade nature of most products change of mind exchanges are not accepted. Select your products and options carefully and check 'shipping & returns' tab in the product description to see if it qualifies for a return. In the case of exceptional circumstances where Orb 23 agrees a return with a customer, the shipping costs will be at the expense of the customer or will be deducted from the refund amount.
Unfortunately, we cannot accept returns on sale items or gift cards.
Returns by product type
Wall art
Unframed and framed prints are made to order. Change of mind returns are not accepted. If the product is faulty, please email us at info@orb23.com with detailed description and images. We will try our best to make it right.
Change of mind returns are accepted for original artworks within 3 days from receiving your purchase provided that the artwork remains in the original condition, free of marks or any damage and in the original packaging.
To return your product please first contact us via email with your order number and reason to return your item. Only return your order after confirmation from us. You will be responsible for the return cost and the shipment until we received it. Please always use a trackable shipment method as we are not responsible for lost or damaged return packages.
Jewellery
For hygiene reasons returns on jewellery products are not accepted.
Custom jewellery
Returns and refunds on custom-made products are not accepted unless arrived damaged or faulty.
Re-sizing
Choose your ring size carefully. One-off resizing service is offered on some custom-made rings. The one-off re-sizing fee is $50 which can be purchased here. Orb 23 will provide shipping labels and cover shipping costs. The transit of your jewellery product(s) will be insured.
All other products
If something isn't right email us at info@orb23.com or use the chat option on our website. Depending on the situation we may be able to provide a full or partial refund, or a replacement at no cost.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.