Returns & Exchanges Policy

1. Return Window

You may request a return of eligible merchandise within 30 calendar days after the order is delivered. A return request must be submitted to customer service within that period. Packages sent without prior authorization may be refused or returned to the sender.

2. Return Eligibility

To qualify for a return, merchandise must be unused, unwashed, unaltered, clean, and in its original condition with all original packaging, inserts, accessories, and labels. You must provide the order number or other valid proof of purchase. Oranienne may decline a return that does not meet these requirements or may deduct a reasonable amount for missing packaging or loss in value where permitted by law.

3. Non-Returnable Items

The following items are not eligible for return or exchange unless defective or required by law: custom, personalized, made-to-order, or specially sourced items; items marked final sale, as-is, or non-returnable before purchase; used, washed, altered, or damaged merchandise; and items returned after the applicable return window. Natural variations in color, glaze, texture, size, or finish that are inherent to handcrafted or small-batch goods are not defects.

4. How to Start a Return

Email customerservice@oranienne.com with your name, order number, the item or items you wish to return, the quantity, and the reason for the request. If an item arrived damaged or incorrect, include clear photographs of the product, packaging, and shipping label. If approved, Oranienne will provide return instructions and, when applicable, a return authorization. Do not mail merchandise to the company address without receiving instructions first.

5. Return Shipping and Packaging

For a standard return based on preference, the customer is responsible for return shipping costs and for packing the item securely. Original outbound shipping charges, expedited shipping charges, and gift-wrapping charges are non-refundable. We recommend using a trackable and insured service because the customer remains responsible for the package until it is received. If the return results from an Oranienne error, an incorrect item, or verified transit damage, Oranienne will provide appropriate return instructions and cover reasonable return shipping costs.

6. Inspection and Refunds

After an authorized return is received, Oranienne will inspect it and notify you whether the refund is approved. Approved refunds are issued to the original payment method, generally within 5 business days after inspection. Your bank or card issuer may require an additional 5 to 10 business days to post the credit. Shipping charges are refunded only when required by law or when the return is caused by an Oranienne error. Any promotional discount is allocated across the order, so the refund will not exceed the amount actually paid for the returned item.

7. Exchanges

Exchanges are subject to product availability. Contact customer service within the 30-day return window and identify the replacement item requested. If the replacement has a different price, the difference must be paid or will be refunded as appropriate. To avoid inventory delays, Oranienne may process an exchange as a return and a separate new order.

8. Damaged, Defective, or Incorrect Orders

Inspect your order promptly after delivery. Report breakage, a manufacturing defect, a missing item, or an incorrect item within 5 calendar days after delivery. Keep the item and all packaging while the claim is reviewed. Oranienne may request photographs or other information and may offer a replacement, repair, store credit, or refund depending on the circumstances and available inventory. Normal handcrafted variation and minor differences between screens and physical color are not defects.

9. Cancellations and Address Changes

Contact customer service as soon as possible if you need to cancel an order or change a shipping address. A change is not guaranteed after processing or fulfillment has started. If an order has already shipped, it will be handled under this return policy. Customers are responsible for additional carrier charges caused by an incorrect or incomplete address provided at checkout.

10. Lost, Delayed, or Refused Packages

Carrier delivery dates are estimates and are not guaranteed. Contact Oranienne if tracking shows a package as delivered but it cannot be located, or if tracking has not updated for an unusual period. We will assist with a carrier inquiry when appropriate. A refund or replacement is not automatic until the carrier review and available evidence are evaluated. Shipping and return costs resulting from an unclaimed or refused package may be deducted from any refund where permitted by law.

11. International Orders

Unless Oranienne states otherwise in writing, the customer is responsible for import duties, taxes, customs fees, brokerage fees, and international return shipping. Customs delays are outside Oranienne control. Duties and taxes paid to a government or carrier are not refundable by Oranienne. Some products or destinations may not be eligible for international return service.

12. Gifts and Promotional Purchases

An eligible gift return requires the original order number or proof of purchase. Refunds normally go to the original payment method; where appropriate, Oranienne may offer store credit to the gift recipient. If a returned item was part of a bundle, promotion, or minimum-purchase offer, the refund may be adjusted to reflect the value of retained items and the terms of the promotion.

13. Contact and Policy Changes

Questions and return requests may be sent to customerservice@oranienne.com or +1 (213) 7239042. Oranienne may update this policy for future purchases by posting a revised version with a new effective date. The policy in effect when an order was placed generally applies to that order, except where a change is required by law.