Refund policy

Returns & Exchanges

We want you to completely love your Orlueur jewelry. If the piece you received doesn’t perfectly align with your journey, we are here to help. We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

Eligibility for Returns
To ensure a smooth return process, please make sure your item is in the same pristine condition that you received it—unworn, unscratched, with all original tags attached, and safely secured in its original Orlueur packaging.

How to Start a Return
(The easiest way to process a return)
To start a return, simply log into your customer account on our website, locate your order, and submit a return request.
Alternatively, you can always reach out to us at admin@orlueur.com.

Once your return request is reviewed and accepted, we will email you step-by-step instructions and the secure return address. (Please note: For security reasons, we cannot accept packages sent back to us without a prior approved request.)

Damages and Issues
We hold our craftsmanship to the highest standards. However, please inspect your order upon arrival. If the item is defective, damaged during transit, or if you received the wrong piece, please contact us immediately. We will evaluate the issue and make it right for you as quickly as possible.

Exceptions / Non-Returnable Items
Because our bespoke and personalized items are crafted specifically to tell your unique story, custom-designed pieces, specially engraved items, and special orders cannot be returned or exchanged. Gift cards are also non-refundable. If you have any questions about a specific item before purchasing, please don't hesitate to reach out.

Exchanges
If you wish to exchange a piece for a different style or size, the fastest way is to return your original item following the steps above. Once your return is accepted, you can make a separate purchase for the new piece that catches your eye.

For Our European Union Customers
If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within a 14-day cooling-off period, for any reason. The same conditions apply: the item must be unworn, in its original packaging, and with tags attached.

Refunds
Once we receive and carefully inspect your returned piece, we will notify you via email regarding the approval of your refund. If approved, you will be automatically refunded on your original payment method within 3 business days.

Please bear in mind that it can take a little extra time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at admin@orlueur.com, and we will gladly look into it for you.