Return & Refund Policy

Refund & Returns Policy – Orlaya Gem

At Orlaya Gem, we strive to provide you with the highest-quality products and customer service. We understand that sometimes a return may be necessary, and we aim to make the process as smooth as possible. Please review our returns policy before initiating a return.

Returns Eligibility

All non-personalised pieces purchased between 1st November and 31st December are eligible for our extended returns policy until 15th January.

You may return an item purchased from Orlaya Gem under the following conditions:

  • The item does not match the product description on our website.

  • The item is unwanted or does not suit you.

  • You received the wrong item — please contact our team for assistance.

Returns must be initiated within 14 days of receiving your order.
Please note:

  • We do not offer free return postage for unwanted items.

  • You are responsible for return shipping costs as well as any duties or taxes owed.

  • We recommend using a trackable shipping method to ensure safe delivery.

All returned products must be in their original condition with no signs of wear or damage.

Refunds are issued for the product cost only, excluding shipping fees.

Return Process — UK, USA & Ireland

Please use our Returns Portal and follow the on-screen instructions.

Important: Return postage will be deducted from your refund, as outlined in the portal.

Return Process — International (outside USA & Ireland)

For all other international customers, please email info@orlayagem.com within 14 days of receiving your order and include:

  • Full Name (if the item was a gift, include the recipient’s name)

  • Order Number

  • Reason for the return

  • Clear photos of faults (if applicable)

Our customer support team will review your request and provide instructions on how to proceed.

Exchanges

We can often exchange pieces for:

  • Different lengths

  • Different materials

  • Completely different items

To request an exchange, please email info@orlayagem.com with:

  • Full Name (or gift recipient’s name)

  • Order Number

  • The item you wish to exchange for, including metal/material and length

  • Your preferred return delivery address

If your exchange is urgent or needed for a special occasion, we recommend placing a new order and returning your original item separately.

Non-Returnable Items

The following items cannot be returned:

  • Personalised or custom-made products

  • Items that have been used or are not in original condition

  • Items damaged or altered after purchase

Faulty or Damaged Items

If your item appears to be faulty, please contact info@orlayagem.com with:

  • Full Name (or gift recipient’s name)

  • Order Number

  • Clear photos of the fault

For faulty, damaged, or incorrect items, Orlaya Gem will cover the return shipping cost. Our team will provide a prepaid return label.

Once we receive the item, you may choose either:

  • A replacement

  • A full refund

Timeframe for Returns

  • Returns must be initiated within 14 days of receiving your order.

  • Once your return is approved and received, please allow 5 business days for your refund or replacement to be processed.

Contact Us

If you have any questions about our returns process or need assistance, please contact our customer support team:

📧 info@orlayagem.com

Thank you for choosing Orlaya Gem. We truly appreciate your support and aim to provide an exceptional shopping experience every time.