Refund policy
At Orsimo, customer satisfaction is extremely important to us. If your purchase doesn’t meet your expectations, we offer a clear and straightforward return process designed to make things easy for you.
30-Day Easy Returns
You have 30 days from the date your order is delivered to request a return.
To qualify, all items must be unused, in their original condition, and returned with the original packaging, tags, and any included accessories.
Our support team will assist you throughout the process.
Restocking Fee: $0 — we do not charge restocking fees.
Return Policy Overview
Return Window: 30 days from delivery.
Condition: Items must be unused, undamaged, and returned with full original packaging and accessories.
Assistance: Our support team is here to help guide you through each step of the return.
Restocking Fee: None — there are no extra fees for returning an item.
Personalised items: excluded from change-of-mind returns (see below); faulty/incorrect personalised items are always eligible for return.
Personalised & Custom-Made Items
Because personalised and custom-made jewellery is created specifically for you, these items are not eligible for change-of-mind returns once production has begun. This includes items that are engraved, monogrammed, made to custom size, or otherwise customised at your request.
This exclusion does not affect your statutory rights. If a personalised item arrives faulty, damaged, or does not match what you ordered (e.g. incorrect engraving, wrong size supplied, manufacturing defect), you are fully entitled to a free replacement, repair, or refund under the Consumer Rights Act 2015, and we will cover all return shipping costs in these cases.
Personalised items are clearly marked as such on the product page before purchase.
Return Method & Responsibility
Returns are processed by mail using a trackable shipping service.
For change of mind returns, return shipping is the customer’s responsibility.
Return Costs
For Defective or Incorrect Products:
If the item you received is defective, damaged during shipping, or not what you ordered, we will cover the return shipping cost.
For Customer Remorse (Change of Mind):
If you are returning a product because it doesn’t fit, you ordered the wrong item, or simply no longer want it, the cost of return shipping is your responsibility.
Please note that shipping costs are non-refundable.
How to Return an Item
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Contact Us: Email info@orsimo.com with your order number and the reason for your return.
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Repack the Item: Place the product securely in its original packaging, including all tags, documents, and accessories.
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Ship Your Return: Follow the instructions provided in the return authorization email. You may use our recommended carrier or another trackable shipping method.
Refund Process
Inspection: After your returned package reaches us, it will be inspected to ensure it meets our return requirements.
Refund Timing: Once approved, your refund will be processed. Refunds are typically completed within 7 days, depending on your bank or payment provider.
Exchanges
If you wish to exchange an item for a different color, size, or product, simply contact us at info@orsimo.com. Our team will assist you with arranging a quick exchange.
Non-Returnable Items
Certain items cannot be returned for hygiene, safety, or personalisation reasons. This includes personalised and custom-made jewellery (see "Personalised & Custom-Made Items" above), except where faulty, damaged, or incorrect. Products that fall into this category are clearly labelled on their product pages.
Questions?
If you have any questions about returns, visit our FAQ page or contact out to our customer service team.
Contact Information
Store Name: Orsimo
Address: 49 Highfield Rd, Greater, London W3 0AH, UK
Email: info@orsimo.com
Phone: +447474774562
Customer Service Hours: Monday–Sunday, 9:00 AM – 5:00 PM (GMT)
Response Time: We aim to respond to all customer inquiries within 24 - 48 hours.