Our exchange promise
Oreliya Clothing accepts an eligible item for exchange when it is in fully resalable condition and the request follows this policy. This policy applies only to products purchased through the official Oreliya Clothing website. We operate on a strict exchange-only basis and do not offer cash refunds or money-back for returned products.
Notify us within 2 days
Contact our customer support team within 2 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 2 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
Returned items must be unworn, unwashed, unused and unaltered, with original tags and packaging. Clothing must be free from perfume, deodorant, makeup, stains, hair, marks, damage or any other sign of wear. We may decline an item that is not in resalable condition.
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
Notify us immediately and within the 2-day notification period, and provide clear photographs of the item, packaging and label. After verification, we will arrange a free replacement. If the same item is unavailable, you may select another available item of the same value. Oreliya Clothing will cover the reasonable return and re-delivery courier charges when the verified defect or mistake is ours.
Size, colour or style exchange
An eligible full-price item may be exchanged for another available size, colour or style of the same value. Any price difference must be settled before dispatch. For a non-defective preference exchange, all return and re-delivery courier charges are paid by the customer. Stock cannot be reserved or guaranteed until the returned item is inspected.
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.
