Returns & Refunds
ORLINA COLLECTIVE / CUSTOMER CARE
Returns
& Refunds
We want every ORLINA COLLECTIVE order to feel considered from the moment it arrives. If something is not right, this page explains how to request a return or refund and what to expect throughout the process.
Send a Request
Contact our support team before sending an item back so we can confirm the next steps.
We Review
We review your order details and the reason for the return to determine the applicable solution.
Send the Item
If approved, we provide the appropriate return instructions and destination information.
Refund Issued
Once the returned item has been received and reviewed, an approved refund is processed.
A straightforward process, with the details clearly explained.
Please contact us before returning any product. Unapproved returns may be delayed because our team needs to identify the order and confirm the appropriate return instructions.
Generally Suitable for Return
Items should be in returnable condition.
- Unused and unworn merchandise.
- Items in their original condition.
- Products with original packaging where applicable.
- Items that have not been damaged, altered or washed.
- Orders that fall within the applicable return period.
- Items that can reasonably be identified with the original order.
May Not Be Eligible
Some circumstances may limit a return.
- Items showing signs of wear or use.
- Products damaged after delivery through customer handling.
- Items that have been altered, modified or intentionally damaged.
- Returns sent without prior authorization where authorization is required.
- Products excluded from return by applicable law or the product-specific policy.
- Items returned after the applicable return window, unless required by law.
Start with a simple message.
To request a return or report a problem with an order, email our customer support team at support@orlinacollective.store.
Please include your order number, the email address used for the purchase, the product name and a brief explanation of the reason for your request.
If the item arrived damaged, defective or materially different from what was ordered, please include clear photographs showing the product and the relevant issue. This helps us assess the situation more efficiently.
Return eligibility and condition requirements
Products should be returned in the condition in which they were received. We recommend keeping all original packaging until you are satisfied with your purchase.
Before sending an item back, please ensure that it is securely packaged. The customer may be responsible for loss or damage occurring during an unauthorized or inadequately packaged return shipment.
Certain products or situations may have different return conditions. Where a specific product page or promotional offer contains additional return information, those terms should be reviewed together with this policy.
Return shipping, costs and responsibility
Return shipping arrangements depend on the reason for the return and the applicable consumer protection rules.
- For a change-of-mind return, return shipping may be the customer's responsibility where permitted by applicable law.
- For an item that arrives damaged, defective or incorrect, contact us before returning it so that we can determine the appropriate solution.
- Do not send a return to the address printed on the original shipping label unless our support team confirms that it is the correct return destination.
- Customers should retain proof of return shipment until the return has been completed.
Return address: A return destination will be provided by customer support after the return request has been reviewed and approved.
How refunds are processed
Once an approved return has been received and reviewed, the refund process will begin according to the applicable return decision and payment method.
Original shipping charges, duties, taxes or other fees may be treated differently depending on the reason for the return and applicable law. Where taxes or duties are non-refundable by the relevant authority, we cannot guarantee recovery of those amounts.
If something arrives damaged or incorrect
We want to know as soon as possible if your order arrives damaged, incomplete or different from the product you purchased.
Please email support@orlinacollective.store with your order number and clear photographs of the packaging and product. If possible, keep the original packaging until our team has reviewed the situation.
Depending on the circumstances, we may offer a replacement, refund, partial refund or another appropriate solution. The final resolution may depend on product availability, the nature of the issue and applicable consumer rights.
Exchanges and alternative solutions
Exchanges may not be available for every product, size, color or order. If you would like a different item, please contact us before returning the original product.
Where a direct exchange is not available, we may recommend returning the original item for an approved refund and placing a new order for the desired product.
Consumer rights remain unaffected
Nothing in this Returns & Refunds Policy is intended to remove, restrict or replace any mandatory consumer rights that apply to you under the laws of your country, state or region.
If mandatory consumer protection law provides you with a right to return, cancel, obtain a refund or receive a remedy that differs from the terms described here, the mandatory legal right will apply to the extent required by law.
Customers located in jurisdictions with statutory withdrawal, conformity or other consumer protection rights should review those rights in addition to this policy.
Need help with a return?
Contact ORLINA COLLECTIVE before sending your item back.
Last reviewed: September 2026. This policy should be updated whenever your actual return rules, fulfillment arrangements or applicable legal requirements change.