Return, Refund, Exchange and Promotion Policy

Last updated: Nov 11, 2026

At Orvielle, customer satisfaction is our priority. This policy explains how returns, refunds, exchanges and promotional orders are handled.

1. Return request window

You may request a return within 60 calendar days of the date of purchase.

To be eligible, the product must be unused and in its original condition, with the original seal, cellophane or shrink wrap intact.

For hygiene reasons, fragrances that have been opened, used, sprayed or had their seal broken cannot be returned for reasons of personal preference. This restriction does not apply to products that arrive damaged, defective or incorrect.

2. Promotional orders

Our promotions follow the "Buy 1, Get More" model, in which one item is paid for and the additional items are provided free of charge as part of the promotion.

• The paid item is the only item eligible for a refund.

• Items provided free of charge have no individual commercial value and are not eligible for a separate refund.

• Where a return of a promotional order is approved, the refund corresponds to the amount actually paid for the order.

3. Defective products

If any item arrives damaged, defective, leaking or incorrect, please contact us within 60 calendar days of the date of purchase, including photographs of the product and of the packaging.

3.1 Defect in the paid item. Where the paid item is defective, you may choose between a replacement of the same product or a full refund of the amount paid.

3.2 Defect in a free item. Where an item provided free of charge is defective, we will send a replacement of that item at no cost to you. As the item has no individual commercial value, no refund is issued for it.

3.3 Defect in more than one item. Where more than one item in the same order is defective, we will assess the order as a whole and may offer a replacement of the affected items, a partial refund or a full refund of the amount paid.

4. Exchanges and returns for personal preference

If you simply did not like the fragrance, you may request an exchange or a return within the window set out in section 1, provided the product is unused and sealed.

In these cases, return shipping costs are the responsibility of the customer, and the original shipping cost is not refunded.

Nothing in this section limits any statutory right you may have as a consumer under the law of your country of residence, including any statutory right to cancel, return or receive a refund.

5. Refunds

Once a return is approved, or once a returned product is received and inspected, the refund is issued to the original payment method.

Refunds are processed within 7 to 10 business days of approval. The time taken for the amount to appear on your statement depends on your bank or card issuer.

6. Return shipping

Where the return is due to a defect, damage or an error on our part, we cover the return shipping cost and send the shipping instructions by email.

Where the return is due to personal preference, the return shipping cost is the responsibility of the customer.

Please do not return any item before contacting us and receiving return instructions.

7. Replacement limits

Each order is entitled to one replacement of the same item. Where a defect recurs in the replacement, we will offer a refund of the amount paid instead of a further replacement.

8. Commercial resolutions

In some cases, and at our discretion, we may offer alternative resolutions such as a partial refund with no need to return the product, store credit or a discount on a future purchase. These alternatives are always offered as an option and never imposed in place of the rights set out in this policy.

9. Order processing and cancellation

Orders may be cancelled free of charge within 2 hours of purchase, provided they have not yet entered the fulfilment process.

Our fulfilment cycle begins 24 to 48 hours after the order is placed. Once the order has been dispatched, it can no longer be cancelled, and the request will be handled as a return under this policy.

10. Delivery-related issues and claims

If your order is marked as delivered but you have not received it, or if the package arrives open or visibly tampered with, please contact us within 60 calendar days of the date of purchase so that we can open an investigation with the carrier.

We ask that you check the delivery address carefully at checkout. Orders returned to us because of an incorrect or incomplete address may be subject to a new shipping charge for redelivery.

11. Contact

To start any request, write to support@orvielle-perfume.com or call +1 704-232-1067.

Please include your order number and a clear description of your request.

This policy may be updated at any time without prior notice.