Cancellations and returns
Cancelling an order
You may cancel items in your order provided that they have not yet been shipped. To cancel one or more items go to "Orders" in your account and click on the "See Details" link for the order that you wish to cancel. Once you have opened the order, select each item that you wish to cancel and click the "Cancel Items Selected" button. Then indicate the reason for cancellation and confirm cancellation.
Once you have completed the cancellation process we will refund you using the same method that you used to make payment. Refunds are made in 5 to 7 days as from the time of cancellation.
Terms and conditions for returns
You have 14 days to return the item as from its delivery. The item must be in the same condition in which it was handed over to you, unused and with its original packaging and labels.
To return an item, follow the instructions below:
In your account you can open any of the orders in the "Orders" section and return one or more items from them. You may only ask to return items whose status is marked as "Sent".
Mark the items that you wish to return and confirm by clicking on "Return Items Selected".
You will receive an email indicating a return authorisation number. You should cut out the rectangular box containing the return number and stick it in a prominent place on the outside of the box.
Once the item is received at Orca and its condition is confirmed, the price will be refunded by the same method used to make the purchase. Payment into your account takes between five and seven days.
Items damaged in transit
If you find on receiving your order that the packaging is damaged in any way, please indicate the problem on the delivery note provided by the carrier (e.g. "package damaged"), return the box unopened to the carrier and immediately report the incident to our customer service team by emailing us at email@example.com.
If the wrong item is delivered
If you receive an item that you did not order, please email us at firstname.lastname@example.org.
Exchanging a product
Products can only be returned in exchange for a refund. If you need a different size or color, or wish to acquire alternative products, you must place a new order.
Returning a look
Discounted products and looks available for purchase as a completed look must be returned as a whole. We reserve the right to refuse a full-price refund if looks are not returned in their entirety and in proper condition.