We know that online shopping can be tricky, and we try to make our returns and exchanges process as comfy as our tee shirts.
We'll provide you with a pre-paid shipping label, so all you'll have to do is drop it off at the nearest carrier location within 28 days of receiving the label. Please make sure that all returned items are in brand-new condition!
As a super-small brand that is becoming a medium-small brand, we had to make some rules. (But only a few, and they are very reasonable!)
If you've ever interacted with our customer service, you know that our top priority, always, is to make sure you're thrilled with your purchase, wearing the right color and size, and happy with your shopping experience at Ori.
As we've been growing this year, we knew we needed to put a Returns & Exchanges Policy in place, but we didn't want any of you to feel that we were going to become any less attentive, helpful, or accommodating, as a brand.
So, here's what we came up with:
- A 30-day window for returns, with 28 days from receiving your shipping label to drop off your package
- A 90-day window for exchanges
- A special policy for Exchange Only styles
- A specific ask to make sure that garments are indeed returned in new condition/pet-hair free!
You will not pay for return shipping or exchange shipping, and we will not deduct any sort of "handling" or "re-stocking" charge. We always want you to come back and try something new!
The only potential service fee that have in place is an "pet hair cleaning" fee, to ensure that returned garments come back in brand-new condition (see below).
For our Exchange Only styles, we try to be as accommodating as possible by allowing them to be exchanged for any other style (provided size/color is available), or simply returned for store credit to shop in the future.
Pet Hair Cleaning Fee
As a reminder, returned items need to be sent back in brand-new condition, and this includes pet hair!
If a garment comes back with a high level of pet hair, a $15 Pet Hair Cleaning Fee will be deducted from your refund.
We hope you understand that we are putting this policy into effect for the benefit of everyone in the Ori community, and to reduce the level of waste and lost inventory involved in our returns & exchanges process.
While we (truly!) love your pets, a high level of pet hair on a returned garment presents a safety and sanitation issue for our team. We are often unable to completely remove the pet hair from the garment, and are unable to return it to inventory.
We also thought this was a better route to take than, for instance, declining to accept returns — more of a gentle reminder :)
Please note that our Sale styles are Exchange Only: while they cannot be refunded, they can be exchanged (we will accommodate as best we can based on what is in stock!) or returned for store credit.
These styles are all clearly marked as Exchange Only (with this note) on the product page — you won't miss it!
We are here to help, anytime! Please always feel free to send us an email at firstname.lastname@example.org, and we will get back to you right away.