You have 30 days from the date of purchase to return and item. Proof of purchase is required for a return.

Please allow up to 10 working days from the date we receive your product(s) for your refund to be processed. Once a refund has been issued it can take 10 working days for the funds to hit your bank account, although it is often quicker than this.

Last Updated: 24th July 2026

We are committed to providing a reliable delivery service and a straightforward returns process. Please read our Shipping & Returns Policy before placing your order.

Shipping Policy

Processing Times

• Orders are processed Monday to Friday (excluding UK public holidays).
• Orders placed before 2:00 pm are usually processed and dispatched the same working day.
• Orders placed after 2:00 pm, on weekends, or on public holidays will be processed on the next working day.
• During busy periods, processing times may be slightly longer.

Once your order has been dispatched, you will receive a confirmation email with tracking details where applicable.

Delivery Options

We offer delivery through Royal Mail and DPD.

Royal Mail

Royal Mail Tracked 48

• Estimated delivery: 2–3 working days
• Fully tracked service

Royal Mail Tracked 24

• Estimated delivery: 1–2 working days
• Fully tracked service

DPD

DPD Next Working Day

• Delivery on the next working day after dispatch (for eligible postcodes and orders placed before the daily cut-off time)
• Full tracking provided
• Delivery time notifications via SMS and email (where contact details are provided)

DPD Two-Day Delivery

• Estimated delivery within 2 working days
• Fully tracked service

Delivery times are estimates only and cannot be guaranteed, particularly during peak periods, adverse weather conditions, or circumstances outside our control.

Shipping Costs

Shipping charges are calculated at checkout based on:

• Delivery service selected
• Order weight and dimensions
• Delivery location

We may offer free shipping promotions from time to time. Any applicable thresholds will be displayed on our website.

Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

You can track your parcel directly using the courier's website.

Delivery Issues

If your parcel has not arrived within the expected delivery timeframe, please contact us within 14 days of your dispatch confirmation email.

Please include:

• Your order number
• Your full name
• Your delivery address

We will investigate the issue with the courier and keep you informed.

Incorrect Delivery Information

Please ensure your delivery address is accurate before completing your purchase.

We cannot accept responsibility for delays or additional costs caused by incorrect or incomplete delivery information provided by the customer.

Lost or Damaged Parcels

If your parcel arrives damaged:

• Please photograph the packaging and contents.
• Contact us within 48 hours of delivery.

If your parcel is lost in transit, we will investigate with the courier before arranging a replacement or refund where appropriate.

Returns Policy

We hope you are delighted with your purchase. However, if you are not completely satisfied, you may return eligible items.

Change of Mind Returns

You have 14 days from the date of delivery to return unused items.

To qualify for a return, items must be:

• Unused
• In their original packaging
• In a resaleable condition
• Complete with all accessories and documentation (where applicable)

Customers are responsible for return postage costs unless the item is faulty or sent in error.

Faulty, Damaged or Incorrect Items

If you receive:

• A faulty product
• A damaged item
• An incorrect item

Please contact us within 48 hours of delivery.

We may ask for photographs to help us resolve the issue quickly.

Where appropriate, we will offer:

• A replacement
• A repair
• A full refund

in accordance with your rights under the Consumer Rights Act 2015.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

• Rings, earrings, necklaces, bracelets
• Custom-made items
• Gift cards

How to Return an Item

Please contact our customer support team before returning your order.Include:

• Order number
• Reason for return
• Photographs (if applicable)

Once your return has been approved, we will provide return instructions.

Please note you must buy your own tracked return postage, we are unable to produce a postage label for you. The parcel must have an identifiable order number on or in it. You will need proof of postage if the returned parcel is lost and you need to make a claim direct with your courier.

Please package items securely to prevent damage during transit.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. We will not refund the initial delivery charge, only the price of the product.

Approved refunds will be processed to your original payment method within 5–10 working days.

Please note that your bank or card provider may take additional time to process the refund.

Original shipping charges are non-refundable unless:

• The item is faulty
• We sent the wrong item
• The return is due to our error

Exchanges

We do not currently offer direct exchanges.

If you require a different item, please return the original purchase for a refund and place a new order.

Contact Us

If you have any questions regarding shipping or returns, please contact us.

Email: info@orlaethelabel.com

Customer Service Hours: Monday–Friday, 9:00 am–5:00 pm (excluding public holidays)

Your Consumer Rights

Nothing in this Shipping & Returns Policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking information.

Royal Mail

If your order has been sent with Royal Mail Tracked 24 or Tracked 48, you can follow your parcel using the tracking link provided in your dispatch email or by entering your tracking number on the Royal Mail website.

Royal Mail tracking provides updates throughout your parcel's journey, including confirmation once your order has been delivered.

DPD

If your order has been sent with DPD, you'll receive an email and/or text message (where a mobile number has been provided) with your tracking details.

DPD offers live parcel tracking, estimated delivery times, and options to:

• Rearrange your delivery date
• Leave your parcel in a safe place (where available)
• Deliver to a neighbour
• Collect from a nearby DPD Pickup Shop (where available)

Need Help?

If you haven't received your tracking email or your parcel appears delayed, please contact us with your order number and we'll be happy to assist.

For UK deliveries we use Royal Mail, or DPD.

Delivery Areas

We currently deliver throughout the United Kingdom.

Additional delivery charges and longer delivery times may apply to:

• Scottish Highlands
• Scottish Islands
• Northern Ireland
• Isle of Man
• Isle of Wight
• Channel Islands
• Other remote UK locations

If your postcode incurs additional charges, these will be displayed during checkout where possible.