Orient takes great pride in the products offered and the delivery methods used. If for any reason you are not happy please contact us as soon as possible at firstname.lastname@example.org
HOMEWARES AND OTHER PRODUCT RETURNS
For change of mind returns on other products (excluding sale items) we offer a store credit for the value of the product (excluding shipping charge).
*This return policy excludes food, earrings, skincare, personal care items, furniture and items on sale unless faulty.
If you are wanting to return any fragile items such as ceramics, glass, candles, diffusers etc., please ensure they are extremely well wrapped in several layers of bubble wrap, shipped in a sturdy box and packed well, ensuring the items cannot move inside the box once it is sealed. They need to be well marked “Fragile” and "Top Stow Only”. Ensuring the goods arrive safely and in their original condition is the responsibility of the sender. If an item is returned and it is damaged, unfortunately we will be unable to provide a credit or exchange.
For additional advice on packaging your items for shipping, please contact us directly at email@example.com
Please fill out the form at the bottom of this page to get your return underway.
For other products purchased on sale we do not offer a return or store credit, so please choose carefully.
OTHER THINGS TO NOTE:
- The items need to be received back to our head office within 21 calendar days of delivery to qualify for a refund - Christmas Gifts have until the end of January
- Return shipping costs are to be covered by the customer
- We can only process a refund back onto the original debit/credit card used
- You are more than welcome to return the item back to our Wellington store in person if that is easier; please bring your original order number with you and we will organise an exchange or refund
- All returns are at the discretion of Orient
- If sending an online order back to us, we recommend using a tracked service as Orient cannot take responsibility for lost packages - until your return is received by Orient, it is your responsibility
You'll be notified via email that your return has been processed at our head office. Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost.
If your item is faulty, the fault will be assessed by the Orient team. Sometimes this assessment can be done by the customer sending us a photo. Otherwise we will arrange for the item to be returned at our cost. A repair will be sorted, the item replaced, or as a last option, a refund will be offered.
You'll be notified via email that your return has been processed at our Head Office.
Please allow 3 working days for a return to be processed from the time that your return is received. All items will be inspected upon return. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you at your cost.
IF YOU PAID WITH LAYBUY
If you paid for your order via our Laybuy service, you may need to allow 5 additional working days for your refund to be processed. This is so Orient can get in touch with the Laybuy team to arrange the refund.
Once we have confirmed that Laybuy will refund you, Laybuy will process the payment back onto your debit or credit card linked to your Laybuy account and they will adjust or cancel your payment schedule as necessary.
This payment is subject to Laybuy's processing times. We cannot process any exchanges for items purchased on Laybuy.