At Orlissa, we want customers to feel confident when purchasing children’s knitwear, children’s jeans, and children’s dresses. This Return & Refund Policy explains the conditions under which products may be returned, exchanged where applicable, or refunded.
1. Right to Cancel
If you purchase goods online as a consumer in the United Kingdom, you may have a legal right to cancel your order within 14 days after the day you receive the goods, subject to applicable exceptions under UK consumer law.
If an order contains several items delivered separately, the cancellation period generally begins from the day after you receive the final item.
2. How to Request a Return
Before returning any product, please contact us using the details below:
Company: Orlissa
Address: TREE TOPS, CHURCH ROAD, BURSTOW, HORLEY, RH6 9RG
Email: support@orlissa.online
Telephone: +44 7673259267
Please provide sufficient information to identify your order and explain which product you wish to return.
3. Return Period
After notifying us that you wish to cancel or return an eligible order, the goods should be returned without undue delay and, where the statutory cancellation right applies, normally within 14 days of notifying us of your decision to cancel.
Returns sent outside the applicable return period may not be accepted unless required by law.
4. Condition of Returned Products
Returned products should be handled only to the extent reasonably necessary to establish their nature, characteristics, size, appearance, and suitability.
Products should normally be returned:
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Unworn, except for reasonable fitting or inspection
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Unwashed
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Unaltered
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Free from stains, odours, damage, or excessive wear
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With original labels or tags where they were supplied
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With all components or accessories originally supplied with the item
You may be responsible for any reduction in value caused by handling beyond what would reasonably be permitted when examining the goods.
5. Children’s Clothing Returns
This policy applies to our children’s knitwear, children’s jeans, and children’s dresses.
When trying children’s clothing for size or fit, please take reasonable care to prevent staining, stretching, tearing, damage to fastenings, or other deterioration.
Items showing evidence of substantial use rather than reasonable inspection may be subject to an appropriate deduction where permitted by law.
6. Incorrect Size or Change of Mind
If you have ordered an incorrect size, colour, or style, or simply change your mind, you may request a return where the item is eligible and the applicable return period has not expired.
Unless the item is faulty, damaged, incorrectly described, or otherwise subject to a legal remedy, the customer may be responsible for return delivery costs.
7. Faulty, Damaged, or Misdescribed Goods
If you receive an item that is faulty, damaged, not as described, or otherwise does not meet the standards required by UK consumer law, please contact us as soon as reasonably possible.
Please provide your order information together with a clear explanation of the problem. We may request photographs or other reasonable evidence to help us assess the issue.
Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.
8. Incorrect Items Received
If we send you a product different from the product you ordered, please contact us promptly.
Please do not use or alter the incorrect item unnecessarily. We will provide appropriate assistance regarding its return and the resolution of your order.
9. Items That Cannot Be Returned
A return may be refused where permitted by law if:
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The applicable return period has expired
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The product has been substantially worn or used
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The product has been washed after being received
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The product has been intentionally or accidentally damaged after delivery
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The product has been altered or customised by the customer
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Important parts of the product are missing
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The condition of the product prevents it from being reasonably resold and no statutory right requires us to accept the return
Nothing in this section limits rights that customers may have in relation to faulty, damaged, unsafe, or misdescribed goods.
10. Return Packaging
Customers should package returned products securely to reduce the risk of damage during transportation.
Where reasonably possible, the original packaging may be used, but the absence of original outer delivery packaging does not automatically remove statutory cancellation or consumer rights.
Please ensure that sufficient information is included with the return so that we can identify the order.
11. Responsibility for Returned Goods
Where you arrange the return yourself, you remain responsible for the goods until they are received at the appropriate return location.
We recommend keeping evidence of dispatch or another form of return confirmation in case there is a delivery dispute.
We cannot be responsible for returned goods that are lost because they were sent to an incorrect address supplied independently by the customer.
12. Return Shipping Costs
Where a return is made because the customer has changed their mind, selected an incorrect size, or otherwise exercises a cancellation right in circumstances where return costs may lawfully be charged to the customer, the customer may be responsible for the direct cost of returning the goods.
Where goods are faulty, damaged, incorrectly supplied, or misdescribed, return costs will be handled in accordance with applicable UK consumer law.
13. Inspection of Returns
Returned products may be inspected after receipt to confirm:
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The identity of the item
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The condition of the item
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Whether the product has been excessively handled
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Whether all relevant parts are included
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Whether the return relates to a claimed defect or incorrect item
Inspection is intended to determine the appropriate refund or other remedy and does not remove your statutory rights.
14. Refund Processing
Once an eligible return has been received and assessed, the applicable refund will be arranged using the appropriate method.
Where a statutory cancellation right applies, refunds will be made within the period required by UK law.
The time taken for funds to appear after a refund has been issued may also depend on the customer’s payment provider or financial institution.
15. Refund Amount
Where an eligible order is cancelled in accordance with applicable consumer cancellation rights, the refund may include the amount paid for the returned goods and any delivery charges that are legally required to be refunded.
If you selected a delivery method that was more expensive than the least expensive standard delivery option offered, we may only be required to refund the cost of the standard delivery option.
Where permitted by law, an appropriate deduction may be made where the value of returned goods has been reduced because of excessive handling.
16. Partial Returns
If your order contains several products, you may return only the eligible products you no longer wish to keep.
A refund will normally apply only to the products that are successfully returned and accepted, together with any other amounts that must legally be refunded.
17. Exchanges
If you require a different size, colour, or product, please contact us before returning the original item.
Exchange availability may depend on whether the requested replacement product is available.
If a direct exchange cannot be arranged, you may need to return the original eligible product and place a separate order for the replacement.
18. Refunds for Lost or Undelivered Orders
If an order has not arrived, please contact us with your order information so that the delivery can be investigated.
Whether a replacement or refund is appropriate will depend on the circumstances of the delivery and your rights under applicable UK consumer law.
Customers should not be required to bear the loss of goods where responsibility for delivery remains with the seller under applicable law.
19. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or replace any rights available to consumers under applicable UK law.
Where the terms of this policy conflict with mandatory consumer protection law, the applicable legal rights will take priority.
20. Contact Information
For questions about returns, refunds, damaged products, incorrect products, or cancellation requests, please contact:
Orlissa
TREE TOPS, CHURCH ROAD, BURSTOW, HORLEY, RH6 9RG
Email: support@orlissa.online
Telephone: +44 7673259267