Our exchange promise
Official Oreliya Clothing website orders follow an exchange-first, inspection-based process. An eligible size, colour or style preference exchange is not a cash-refund service. A complaint does not automatically approve a return, restock or refund. We record the request, review its evidence and inspect the physically returned item before a decision. Existing accepted returns and refund records are retained.
Notify us within 3 days
Contact our customer support team within 3 days of receiving your order and obtain exchange approval and return instructions. Message us on WhatsApp at +94 78 544 4032, or use our Contact Us page. Include your order number, checkout phone number, reason for exchange and clear photographs where relevant.
Return the item within 7 days
After notifying us within 3 days, the approved item must be returned within 7 days from the date you received the order. Securely pack it in its original packaging and include the order number and exchange reason. Please do not send a parcel before receiving our return instructions.
Condition of returned clothing
For a preference exchange, clothing must be unworn, unwashed, unused and unaltered with original tags and packaging, and free from perfume, deodorant, makeup, stains, hair or signs of wear. An original defect is assessed separately and is not rejected merely because that defect makes the item non-resalable. Damage caused by customer use, alteration or misuse is not an original product defect. We compare the complaint, return and any available dispatch/packing evidence and record our decision; suspicion alone is not proof of misuse.
Proof of purchase
The order number or other valid proof of purchase must be provided with every exchange request. Items that cannot be matched to an official Oreliya Clothing website order may not be accepted.
Items not eligible
Sale, clearance, discounted or promotional items, customised or personalised products, items altered at the customer’s request and hygiene-sensitive items are not exchangeable for a change of mind. Used, worn, washed, damaged or altered items are not accepted. These exclusions do not prevent us from correcting an item verified as damaged, defective or incorrectly supplied by Oreliya Clothing.
Damaged, defective or incorrect item
Report the issue promptly and normally within 3 days of receipt, with the order number and clear item, packaging and label photos. Keep the item for inspection; a photo alone does not automatically approve a refund. When our original defect or wrong item/size is verified, we provide a free replacement if available and cover reasonable return and replacement-delivery courier charges. This is a replacement-first remedy, not an automatic money-back option while the suitable replacement is available.
Size, colour or style exchange
If we supplied the size/item you ordered but you wish to change size, colour or style, an eligible full-price item may be exchanged after approval and inspection. The buyer pays both the return courier charge and the replacement re-delivery charge. If we sent a different size/item from the order, it is our mistake and we pay both reasonable courier legs. The current replacement-delivery charge is LKR 500.00. A price increase plus this charge may be paid in advance or collected as the replacement order’s COD balance. If the agreed replacement costs less than the available exchange credit, the remaining balance is recorded for transfer to the buyer; it is not forfeited. Replacement stock is not guaranteed until the approved replacement order is reserved.
Payzy preference exchanges
For a size/preference exchange on a Payzy order, the exchange credit is the paid item value less the applicable Payzy deduction. The current deduction is 12% of the original paid order total allocated to the returned items. Original delivery and gift-box charges are not exchange credit. For a partial exchange, those charges are allocated proportionally for the deduction calculation, rather than charging the whole order fee repeatedly. We show the calculation for agreement. Saved requests retain their agreed rates.
When replacement stock is unavailable
After verifying an original defect or wrong supply, we may offer another suitable available item or store credit, only with your agreement. We will explain any price difference before you agree. Store credit is tracked against your original order at the actual approved item value; it is not cash and has no automatic expiry under this policy. If no suitable replacement is available and you do not agree to alternatives or store credit, we will separately review an appropriate refund/remedy. For an approved full-order refund for our verified fault, the refund includes the original delivery and gift-box charges, without the buyer-preference Payzy deduction. A partial item refund uses the actual discounted amount paid for the affected items. No payment is sent merely by recording the request.
Approval, exceptions and customer rights
We normally ask you to notify us within 3 days and return approved items within 7 days of delivery. A missing delivery date, late report, delay or other exception is reviewed and recorded rather than automatically treated as fraud. Rejections include a reason supported by the inspection/evidence. Genuine defects, wrong supply and any rights/remedies that cannot lawfully be excluded are not removed by a deadline or a preference-exchange exclusion. Undelivered courier parcels and paid-order cancellations are handled separately; they do not automatically become customer exchange claims.
Tracked return delivery
Customers should use Registered Post or a reputable tracked courier service and keep the tracking receipt until the exchange is completed. Oreliya Clothing is not responsible for a customer return parcel that is lost or damaged before it reaches us.
Inspection & exchange processing
Our team will inspect the returned item within 1–2 working days after it is received. If it meets this policy, the approved exchange will normally be processed within 3 working days after inspection. We will contact you if the requested replacement is unavailable or if the item does not meet the eligibility conditions.
Delivery information
Online orders are normally delivered within 3–5 working days after confirmation or successful transaction, and a dispatch update may be sent to your registered mobile number. Courier or location-related delays can occur and will be handled reasonably with the customer.
