At ORÉYA, we want you to absolutely love your jewelry. If something isn’t quite right, we’re here to help.

Returns & Money-Back Guarantee
We offer a 100% money-back guarantee on all products that are defective or damaged during shipping.
If this happens, please contact us and we will provide a return address. Once your return is received and accepted, we will issue your refund as store credit that you can use for your next purchase.

If you are simply unsatisfied with your order, please contact our support team and we will do our best to help you.

You can request a return within 30 days after receiving your products.

The delivery date is determined based on the tracking information provided by the carrier.

Return Eligibility
To be eligible for a return:

• Your item must be in the same condition that you received it.
• It must be unworn/unused, with tags attached, and in its original packaging.
• You’ll also need the receipt or proof of purchase.

When returning or exchanging items, customers must use tracked shipping methods.
Returns or exchanges sent without tracking will not be processed.

Any promotional gifts received with your order must be included in the return.
If they are not included, the retail price of the gift will be deducted from your refund.

Customers are responsible for paying return shipping costs.

Note: Please do not ship returns to the address printed on your package. This is not our return address and may delay or prevent processing of your return.

How to Start a Return
To start a return, please email us at contact@oreyaofficial.com with the subject line:

“Return Request: [Your Order Number]”

In your email, please include:

• A brief explanation of your concerns or the reason for the return.
• Clear images of the product you wish to return.
• Your receipt or proof of purchase.

Our customer support team will review your request and guide you through the next steps.

If your return is accepted, we will send you the correct return address.
Items sent back to us without first requesting a return will not be accepted.

Non-Refundable Items
The following items and situations are not refundable:

• Personalized items, unless the engraving or photo is totally different from what you provided in your original order.
• Items without jewelry tags, or that have been worn, damaged, or altered.
• Orders that do not arrive due to factors within your control (e.g. incorrect shipping address provided).
• Sale items or gift cards.
• Orders where a discount coupon was used (these are not eligible for a money-back refund).

Note: Customers who received free shipping on their order will have the shipping cost deducted from their refund.

Order Cancellation
We want your order to be perfect.

Before submitting your order, please carefully review all personalization details (names, dates, engravings, photos, etc.). If you need help, you can always reach out to us before placing your order.

• Personalized, engraved, and special order items typically move into production within 6 hours after your order is processed.
• If your order has been paid and you need to change or cancel it, you must contact us within 6 hours.

Cancellation fees:

• Cancellation between 6 and 24 hours after placing the order:
  → A fee of 10% of your order value applies.
• Cancellation more than 24 hours after placing the order:
  → A fee of 25% of your order value applies.
  
  

European Union - 14 day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To use this right:

• Your item must be in the same condition that you received it.
• It must be unworn/unused, with tags, and in its original packaging.
• You’ll also need the receipt or proof of purchase.
  
  

Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or rejected.

If approved:

• Your refund will be issued to your original payment method within 10 business days.
• Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you still have not received your refund, please contact us at contact@oreyaofficial.com