Refund policy

Orlina Jewelry stands behind every item we sell and wants to provide our customers with the best shopping experience. That's why we offer a 30-day return & exchange policy. If your purchase does not meet your expectations, you may return it in its original, unworn condition within 30 days from the date the item was delivered.

Return & Exchange Conditions:
1. Return or exchange requests must be initiated within 30 days from the day the order was delivered.
2. All returns and exchanges must be pre-authorized by our customer service team. Unauthorized returns will not be accepted.
3. All jewelry must be returned in unused, pristine condition, with the original tags still attached and untampered with. Items showing signs of wear or modification can only be processed for an exchange, not a refund.
4. Items must be returned in their original packaging along with any promotional gifts included. Otherwise, the full retail price of the gifts and packaging will be deducted from your refund.
5. Customers must use a trackable and insured shipping method to ship items back. Orlina is not responsible for return packages lost in transit.

Special Orders & Heavy Restocking Fees:
1. Customized Items: Any personalized items featuring custom plating colors, custom sizes (such as sizes smaller than 5 or larger than 10), stone colors, custom engravings, specific chain lengths, photos, or specialized soldering are strictly NON-REFUNDABLE. If a remake is requested due to customer preference or sizing errors, Orlina can offer a replacement piece at a 50% remaking fee.
2. Karat Gold & Moissanite: For solid Karat gold and moissanite stone jewelry, returns or exchanges will incur a 35% restocking fee. The original moissanite certificate must be returned intact, or a $50 certificate replacement fee will be deducted.
3. Multiple Returns: Returning multiple items (3 or more pieces) from the same order will incur a 35% restocking fee per returned item.
4. Final Sale: All items marked as "Final Sale" are completely ineligible for return, exchange, or resizing.
5. Damaged/Incorrect Items: Claims for wrong, defective, damaged, or incomplete items must be reported within 7 days of delivery. Please take detailed photos of the outer packaging and items, then submit a support ticket. Once verified, we will arrange a return, replacement, or exchange at no extra cost to you.
6. Lost Packages: Any lost or non-received packages shipped within the U.S. must be reported within 30 days of the ship date. International shipping issues must be reported within 60 days of the ship date. To file a claim, customers must obtain an official non-delivery verification letter or a loss report from the local carrier.

Refunds Policy:
1. For returned orders that originally qualified for free shipping, Orlina will deduct the actual original shipping costs from the final refund amount.
2. Remoteness surcharges, customs duties, and local taxes are collected by your local carrier and are strictly non-refundable.
3. Extended warranty fees, prime services, and gift cards are non-refundable.
4. For partial returns of orders placed during a threshold-based promotion (e.g., Save $X on orders over $Y), the discount will be recalculated based on the value of the items you actually keep. Your refund will reflect the adjusted promotional discount.
5. If returns are caused by the consumer's preference (e.g., buyer's remorse, wrong size selected), the consumer is responsible for all return shipping fees.
6. If the return is caused by our error (e.g., damaged or incorrect product sent), the consumer will not bear any return shipping fees.

Cancellation Policy:
Customers may request an order cancellation before shipment. However, orders are typically sent into production within 24 hours of payment. Therefore, cancellations requested after 24 hours from purchase will incur a 30% material and processing fee.
Please carefully double-check your engraving text, ring size, and personalization details before checking out, and review your order confirmation email immediately after payment.

Return Process:
Note: All returns must obtain a Return Merchandise Authorization (RMA) from our team. Returns sent without prior approval will be rejected.

Step 1: Initiate Your Request
Contact our official support team at official@orlinajewelry.com to request a return authorization.

Step 2: Receive Instructions
Once your eligibility is verified, our team will provide you with specific return shipping instructions and the correct return warehouse address.

Step 3: Pack & Ship
Securely pack the jewelry. You must enclose a note inside the package specifying your Order Number, Full Name, and Account Email. The package must be shipped pre-paid via a trackable carrier.

Step 4: Share Tracking
Send the return tracking number and carrier name to our customer service team to confirm your return transit status.

Step 5: Process Refund/Exchange
Once your return package is delivered to our warehouse and passes quality control inspection, we will process your refund or initiate the exchange within 2-3 business days.

Refund Timing:
After processing, your refund will be automatically credited back to your original payment method. The actual arrival time depends on your financial institution (typically 2-3 business days for digital wallets/PayPal, and 7-15 business days for international credit cards or bank transfers).

Return Address & Authorization Notice:
Return addresses vary depending on order classification, product category, and your global location. Never ship to the address on your original shipping label.

U.S. After-Sales Warehouse (Return by Authorization Only):
Name: Orlina Vale
Tel: +1(623)276-8064
Address: 607 S Hill St, Los Angeles, CA 90014,USA.