Refund policy
Returns & Refunds Policy
We want every Orain piece to reach you in the way it was intended — carefully packed, unworn, and ready to become part of your everyday.
If something is not quite right, you can request a return within 30 days of receiving your order.
To be eligible for a return, your item must be:
- unworn and unused
- in the same condition you received it
- returned with tags, hygiene seals, pouches, boxes, and original packaging
- accompanied by proof of purchase
To start a return, please email us at support@orainstudio.com with your order number and reason for return.
If your return is accepted, we will confirm the return instructions by email. Please do not send items back without contacting us first, as we may not be able to process returns that have not been approved in advance.
Returns should be sent to:
Orain Limited
33 Hunting Place
Hounslow
TW5 0NR
United Kingdom
Return shipping
For change-of-mind returns, customers are responsible for the cost of return shipping unless stated otherwise.
If your item is faulty, damaged, or incorrect, we will cover the reasonable cost of return shipping and work with you to resolve the issue.
We recommend using a tracked postal service, as we cannot be responsible for items lost in return transit.
Damaged, faulty or incorrect items
Please inspect your order when it arrives.
If your item is defective, damaged, or you have received the wrong item, please contact us at support@orainstudio.com
as soon as possible with your order number and clear photos of the issue.
We will review the matter and offer an appropriate resolution, which may include a replacement, repair, exchange, or refund.
Non-returnable items
For hygiene and safety reasons, we cannot accept returns on earrings or other hygiene-sensitive jewelry if the hygiene seal has been removed, unless the item is faulty.
We also cannot accept returns on:
- personalised or custom-made pieces
- gift cards
- final sale items, unless they are faulty or not as described
This does not affect your statutory rights.
Exchanges
The quickest way to receive a different item is to return your original order first. Once your return has been accepted, you can place a new order for the item you would like instead.
If you received a faulty, damaged, or incorrect item, please contact us first so we can help resolve it directly.
Online order cancellation rights
For UK and EU online orders, you may have the right to cancel your order within 14 days of receiving it, without giving a reason.
Once you have told us you wish to cancel, you then have 14 days to return the item.
Items must be returned unworn, unused, with tags, hygiene seals, and original packaging intact. Proof of purchase is required.
Refunds
Once we have received and inspected your return, we will let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
Where required by law, standard delivery charges will also be refunded. If you selected a premium delivery service, only the standard delivery cost will be refunded.
If more than 15 business days have passed since your refund was approved, please contact us at support@orainstudio.com.