Refund policy

Exchange & Return Policy
Thank you for your kind support and we want you to be happy with your purchase. If something unpleasant happens, we would love to get things right. We offers Free Exchanges or Refund Credit for our online store on all of our items except for Special Custom Orders and Earrings, including in all their original packaging materials within 10 days from when your package was delivered.

How to Organise an Exchange or Return
Ensure that your item fulfills the conditions below and is not in the Non-Exchangeable & Non-Refundable Items list. Kindly fill up the Return Form or Online Form Here & send back the item to our HQ.

Non-Exchangeable Items
Please note that due to final clearance, hygiene concerns and requests, all earrings, Personalised & Customs Items, special orders, discounted, promotional or sales items and E-Cards are non-exchangeable and non-returnable. They are considered to be final sale.

Exchange & Return Eligibility
Oranda has the right to decline your request for a replacement, if on inspection according to conditions. If the item is returned and upon inspection is deemed worn, you will not be refunded and will be required to pay shipping to have it returned to you. We carefully inspect all returns/exchanges to ensure they are in mint condition.

1.Typical exchange or refund scenarios that will not be accepted include:

Your request for a refund due to the Oranda not being made of the material that you expected.
If you have entered the wrong order details such as, crafting words, product details, shipping address, unfortunately we cannot offer a replacement, nor redirect your item/s.
If you have selected the wrong colour/ size/ chain option and length/ design item/ quality.
Damaged experienced to your item/s incurred by the wearer.
2.Exchanges are only available for size and/or colour of the same style. Exchanging for a different product is strictly not allowed. We recommend to return your original item for a refund and place a new order for the different product.

3.Gifts are only eligible for an exchange if accompanied by a receipt. And gift wrapping charges are non-refundable.

Faulty or Not Delivered Item
Each piece is handcrafted and therefore may be subject to slight differences. We do our best to stay consistent with our craftsmanship. Oranda will gladly repair it or refund to the Customer the value of the item replace or exchange the item as the case may be if :
– The Item is delivered in a damaged condition / breaks due to production or delivery faulty
– Item is ordered and invoiced but is not delivered;
– Wrong Item is delivered.

Whilst we hope this never happens, however, on the off chance you do receive goods with a fault, please contact us or email us at support@orandajewelry.com so we can help to get things right soonest.

How Long Does It Take For My Return/ Refund To Be Processed
We try and process returns as quickly as possible. Once we have received your package, if you ask for return, we do ask for up to 48 hours to be able to process your request.
• For exchanges: We will send your new piece/s out in 3 days when we get the returned items and email you a tracking number.
• For refunds: It will be processed within 7 working days to your credit/debit card or PayPal (the same method you used to pay) and email you a confirmation once complete. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Thanks for your cooperation and understanding.

Special Return Request
Most of the items are “Made To Order” not recommend for exchange or return. However, if necessary, there is a 15% of purchase price restocking fee for returns and shipping charges or gift wrapping charges are non-refundable. We are not responsible for lost or stolen items while in transit back to us and there may be a re-work fee.

Oranda Jewelry reserves the right to amend and change and items in this policy time to time as we see fit. Please reach out to our friendly Customer Experience team at Oranda Live Chat (Monday – Sunday, 9am – 9pm) or email us at support@orandajewelry.com for us to assist you better!