Return & Refund Policy

Return Eligibility

We accept return or refund requests for eligible items that arrive damaged, defective, incorrect, or significantly different from the product description.

To request assistance, please contact us within 14 days of receiving your order.

Personalized & Customized Items

Because many Oravella products are personalized or made according to customer details, customized items usually cannot be returned or refunded unless they arrive damaged, defective, or incorrectly made.

Please check all names, spelling, colors, sizes, and personalization details carefully before placing your order.

Non-Returnable Items

The following items are generally not eligible for return:

• Personalized or custom-made products, unless defective or incorrect
• Items damaged due to misuse, improper care, or normal wear
• Items returned without prior approval from our support team
• Products that have been used, washed, altered, or damaged after delivery
• Items with incorrect personalization details submitted by the customer

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible. We may request photos or videos to review the issue.

If your request is approved, we may offer a replacement, partial refund, full refund, or another suitable solution depending on the situation.

How to Request a Return or Refund

To start a return or refund request, please contact our support team with the following information:

• Your full name
• Your order number
• The email address used at checkout
• A clear description of the issue
• Photos or videos showing the problem, if applicable

Return Shipping

If a return is approved, we will provide return instructions by email. Please do not send items back without contacting us first.

Return shipping costs may be the responsibility of the customer unless the item is damaged, defective, or incorrect due to our error.

Refund Processing

Once your refund is approved, it will be issued to the original payment method used at checkout.

Refund processing times may vary depending on your bank, card issuer, or payment provider. Please allow several business days for the refund to appear on your account.

Order Cancellation

If you need to cancel your order, please contact us as soon as possible. We will try to help if your order has not yet entered production, processing, or shipping.

Once a personalized item has started production or an order has shipped, cancellation may no longer be possible.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout. Oravella is not responsible for lost, delayed, or returned packages caused by incorrect or incomplete address information.

If you notice an address mistake, please contact us immediately.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account again, then contact your credit card company or payment provider.

If you have done this and still have not received your refund, please contact our support team.