We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You'll also need proof of purchase.
To start a return, contact us at oriandesignhouse@gmail.com. Once your return is approved, we'll send you the return address and shipping instructions. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at oriandesignhouse@gmail.com.
Damages, Defects, and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. These issues are handled separately from standard returns and are not subject to the sale-item exclusion below.
To process a claim, we may ask for a description of the issue and photos. Once reviewed, we will approve a resolution, which may include a refund, replacement, or store credit at your preference where available.
Return Shipping Costs
- For change-of-mind returns (eligible items only — see Exceptions below), the customer is responsible for return shipping costs.
- For defective, damaged, or misdescribed items, Orian Design House will cover reasonable return shipping costs, or issue a refund without requiring return, at our discretion.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions about a specific item.
Items purchased at a discounted or sale price are not eligible for return due to change of mind. This exclusion does not apply to items that are defective, damaged, or not as described — see Damages, Defects, and Issues above.
We do not accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (once your return is accepted) and make a separate purchase for the new item.
International Orders
For returns shipped from outside Canada, the customer is responsible for any customs fees, duties, or import charges on the return shipment, except where the item is defective, damaged, or not as described — in which case we will provide instructions on how to proceed.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel your order within 14 days of receiving your item, for any reason and without justification. This right applies even if the item was purchased at a discounted or sale price. To exercise this right, contact us within 14 days of delivery. The item must then be returned in the condition described above (unworn or unused, with tags, in original packaging, with proof of purchase). Under EU rules, you may be responsible for the cost of return shipping unless the item is defective or not as described.
Refunds
We aim to process approved refunds within 10 business days. Please note it can take additional time for your bank or credit card company to post the refund. If you haven't received your refund within 15 business days of approval, please contact us at oriandesignhouse@gmail.com.
Nothing in this policy limits or excludes any right you may have under applicable consumer protection law, including with respect to goods that are defective, not as described, or not fit for purpose.