Returns & Exchange
We stand behind every piece we create. If something is not quite right, we are here to make it right — beautifully.
Return or Exchange — What's the Difference?
Exchange
Swap for something better suited
- Swap an item for a different size, style or piece from our current collection.
- Subject to availability at the time of the exchange request.
- The item must be unused, unworn, and in its original packaging with all tags intact.
- Initiate via WhatsApp (+91 99308 14242) or email before sending anything back.
- Any price difference between the exchanged items will need to be settled before dispatch.
Return
Send it back if there is a problem
- Returns are considered for items that arrive damaged, defective, or significantly different from what was ordered.
- The item must be returned in the same condition received — unused, with all original packaging.
- Please photograph the issue at the time of delivery to support your return request.
- Contact our team on WhatsApp or email with your order details and photographs.
- Every return is reviewed and handled individually by our care team.
Eligibility at a Glance
Unused & Unworn
The item must not have been worn, used, or altered in any way since delivery.
Original Packaging
All original packaging, tags, pouches and protective materials must be intact and included.
Prior Approval Required
You must contact our team and receive approval before sending any item back.
Proof of Purchase
Your order details — order ID or confirmation — are required when raising a request.
Damage Photos (if applicable)
For damaged or defective items, photographs taken at the time of delivery are required.
Timely Request
Requests should be raised promptly after receiving your order. Delays may affect eligibility.
How the Process Works
Contact Our Care Team
Reach out to us via WhatsApp at +91 99308 14242 or email at shine@orviana.com. Share your order ID, the item in question, and a clear description of the issue or your exchange preference. Please do not dispatch anything before receiving our confirmation.
Provide Required Details
Our team will ask you to share your order confirmation, photographs of the item (and the issue, if any), and confirm the original packaging is intact. This helps us process your request accurately and without delays.
Receive Approval & Instructions
Once we have reviewed your request, our team will confirm eligibility and send you detailed return or exchange instructions — including the correct address and any packaging guidance — via WhatsApp or email.
Pack Carefully & Dispatch
Pack the item securely in its original Orviana box and outer packaging. Please use a reputable courier service and retain your tracking details. Items must be dispatched within the timeframe provided by our team.
Resolution & Completion
Once we receive and inspect the item, our team will process your exchange or return accordingly. For exchanges, the replacement piece will be dispatched subject to stock availability. For eligible returns, our team will communicate the outcome directly with you.
Packaging & Dispatch Requirements
Important Conditions
Before sending your item back, please read these carefully
- Items that show signs of wear, damage caused after delivery, or have been altered cannot be accepted.
- Requests raised without prior written approval from our team will not be processed.
- Missing or damaged packaging may affect the outcome of your request.
- Items received in an unsatisfactory condition upon our inspection may be returned to the sender.
- Customised, personalised, or made-to-order pieces are not eligible for exchange or return.
- We are not responsible for items lost or damaged in transit during the return shipment.
- Exchange availability is subject to current stock and collection offerings.
- All requests are handled on a case-by-case basis by our customer care team.
Need Help?
We're here for you.
Our customer care team is available Monday to Saturday, 10am – 7pm. WhatsApp support is also available for quick queries.
