Refund policy

We hope you'll love your Orlams Home purchase. However, we understand that sometimes an item may not be quite right.

Changed your mind?

For most items purchased online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To request a return, please contact us at hello@orlams-home.com within 14 days of receiving your order, quoting your order number and the item(s) you wish to return.

Once you have told us that you wish to cancel, you then have 14 days to return the goods. GOV.UK

Please do not return an item to a supplier or manufacturer without contacting us first. Some Orlams Home products are dispatched directly by our carefully selected supplier partners, so the correct return address may differ depending on the product.

Condition of returned items

Please take reasonable care of items while they are in your possession.

You may inspect an item as you would reasonably be able to in a shop. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of an item and its value is reduced as a result, we may make an appropriate deduction from the refund, where permitted by law. Legislation.gov.uk

Where possible, please return items securely packaged and with their original packaging and accessories.

Return costs

Unless an item is faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning it to us or to the return address we provide.

Some larger furniture and homeware items cannot be returned using standard postal services and may require collection or a specialist courier. Where a return charge applies, we will explain the arrangements and applicable cost before arranging the return.

Please contact us before arranging your own return for a large or bulky item.

Faulty, damaged or incorrect items

If your item arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact hello@orlams-home.com as soon as possible.

Please include your order number and, where relevant, photographs showing the issue and the packaging. This helps us resolve the problem with our supplier or delivery partner as quickly as possible.

Where goods are faulty or not as described, your statutory rights are not affected by this policy. Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described. GOV.UK

Refunds

Once returned goods have been received, or you provide evidence that they have been sent back where applicable, we will process your refund in accordance with your statutory rights.

Refunds will normally be made to the original payment method. Where you exercise your statutory right to cancel, we will also refund the standard outbound delivery charge you paid, where applicable. If you selected a more expensive delivery service, we are not required to refund the additional amount above our standard delivery charge. GOV.UK

Refunds will be made without undue delay and, where the statutory cancellation right applies, no later than 14 days after we receive the returned goods or appropriate evidence that they have been returned, as applicable. Legislation.gov.uk

Items that cannot be returned under the change-of-mind right

Certain goods may be excluded from the statutory right to cancel, including goods made to your specification or clearly personalised, and certain other categories specified by law. Any applicable exclusion will be made clear where relevant. GOV.UK

This does not affect your statutory rights where an item is faulty, damaged or not as described.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at hello@orlams-home.com.

We will do our best to stop the order before dispatch. As some orders are sent directly to you by our supplier partners, an order may already have entered the fulfilment process. If it has already been dispatched, we will advise you of the appropriate return process.