Refunds and Returns

We kindly ask that you please chose carefully when shopping online or in store. We are a small business and are unable to offer a free returns service, so we encourage you to shop consciously.

Tips for choosing wisely:

If you need assistance with sizing please contact us via email, or phone and we can provide you with sizing advice prior to your purchase.
If you have any questions, prior to purchasing a product online (i.e. sizing, fabric, length) we also encourage you to contact us prior to the purchase. We are unable to provide a refund for change of mind, and we are therefore happy to help you us much as possible upfront, to ensure that you are happy with your purchase.

Returns and refund requests:

To be eligible for a return or refund:

You must contact us within 5 business days of receiving your order or making a purchase in store. If 5 business days have passed since your purchase, we can’t offer you a full refund or exchange
all original tags must remain attached, all packaging, if applicable must be intact. Some exclusions may apply
items must be in original and unworn condition. If any items have been washed, dry-cleaned they will not be eligible for a return or refund
Items with make-up or tan marks will not be accepted
Original receipt or proof or purchase is required

We do NOT offer refunds for change of mind, or incorrect size. If you change your mind, or the fit is not right we will issue a credit note
If you have been approved for a return – we can assist with an exchange or store credit note on returned items
Credit notes or returns/refunds are valid for 6 months
Sale items; no exchange, no return, no refund. Sale is final, other than in the event of an item being faulty
Once your return is received and inspected, we will organise an exchange or store credit within 5 business days
Any approved refunds will also be processed within 5 business days after receiving the goods back and funds will be returned to the original account that was used for purchase. The Orangerie reserves the right to deny a refund if the item is returned not in its original condition of purchase or does not meet the return policy requirements.

Help, I purchased the wrong size:

If you have purchased the incorrect size please contact us via email laura@theorangerie.com.au to organise an exchange/swap over, additional freight costs will apply.

Faulty items:

The Orangerie offers full refunds for full price items that are deemed faulty (please refer below for jewellery).

Non-returnable items:

Gift cards/gift vouchers/gift certificates are not redeemable for cash
Some health and personal care items – including perfume and cosmetics
Perfume – personal taste in fragrance is a subjective thing, therefore we cannot accept returns. We encourage you to read reviews on Heretic’s website, and to also look at sites such as Base Notes.
Earrings (for hygiene reasons)
Skincare
Supplements
Swimwear (specifically, bike shorts than can be worn in the water – this is for hygiene reasons)

Jewellery:

Please consider your selection carefully. A noted above, we are unable to refund for change of mind
Please contact us within 5 days if you receive or purchase a faulty item – we will assess your item and work with you on options
Items which have been damaged as a result of fair wear and tear are not considered to be faulty
Please ensure that you are familiar with the care instructions of the metal and/or stones prior to making your purchase. Most jewellery, including gold plated, vermeil and some solid gold should NOT be worn in a swimming pool or the surf. Your fingers may shrink and you may lose your ring. Metals can also suffer discolouration when exposed to chlorine, saltwater, cleaning products, shampoo/conditioner and some cosmetics. We don’t recommend wearing your rings when you are using a coffee machine (i.e. you are a barista), whilst gardening, or using metal items/machinery. If you love your jewellery, and want it to have a long life we recommend taking good care if it
We have close relationships with the jewellery brands we stock in our store and will work with them on your behalf should your item be faulty
Any solid gold or custom jewellery pieces cannot be returned for exchange or credit. The purchase of a solid gold ring is a significant event, and we encourage you to make a considered purchase. We hold a small edit of solid gold
Earrings that have been tried on cannot be returned for hygiene reasons.

Lost or damaged goods:

If your online order is lost or damaged during transit, please contact our store within 5 business days of placing your order at laura@theorangerie.com.au – please also send us a photo (damaged goods). Please refer above for any references to faulty/damaged goods and our policy
If you have made a typo in your personal information or delivery address, please contact us immediately via laura@theorangerie.com.au. If your order has already been shipped, unfortunately The Orangerie takes no responsibility for incorrect details given.
The Orangerie takes no responsibility if the shipment is rejected by the receiver, and this may result in additional freight costs.
Return shipping: Return shipping is payable by the customer (unless the garment is faulty); please ensure you use a traceable method for return. The Orangerie does not take responsibility for lost parcels (in transit to be returned).

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