Refund policy

Returns 

We are not able to process returns or refunds for items not bought from orlakiely.com. To return an Orla Kiely item purchased from another store, please contact the online store or physical shop where you made the purchase.

For hygiene reasons, we are not able to process returns of facemasks, bedding, towels and swimwear. 

We do not accept returns on signed artworks, rugs, doormats, wallpaper and wallpaper samples.

Furthermore, we are not able to accept returns from Guernsey. However, if your order is faulty, please contact customer service.

How to return an item in the UK:

We currently offer free returns to our UK online customers.

If you are returning any large, heavy items, such as blinds and curtains, we will need to organise a collection that can cost up to £27. Full list under "Are you returning a large item?".

To ensure a quick return and refund, please hold onto the original packaging that comes with your order. Items should be returned unused and in their original condition, (including any packaging, labels, dust bags, and accessories they came with), and must be repackaged to ensure adequate protection during return transit. 

To return an item purchased from our online shop:

• Email us at customerservice@orlakiely.com within 30 days of your original delivery date and let us know the following information:
• Your order number. This can be found in your confirmation email, or by logging into your online account and selecting 'My orders'.
• What items you would like to return
• Why you would like to make the return e.g.no longer needed; item not as expected.
• We will provide you with a printable label to attach to your box, or if you don’t have a printer, a QR code to take to your local Royal Mail post office.
• Repackage your items carefully using the original packaging or a suitable alternative that will keep them protected during transit.
• Cross out any other labels on the outside of the box.
• Take your package to your local Royal Mail post office to return it to us.
• If you are returning any part of your order that allowed you to avail of a free gift with purchase, the free gift must also be included in your return before a refund can be actioned
• All returns are carefully checked by our team when we receive them back to ensure they have not been used or damaged. Once confirmed we will send you an email letting you know your refund has been processed.

Please allow up to 14 days for us to receive your return and process a refund.

How to return an item from all other countries:

We do not offer a free returns service for any customers outside of the UK but you can still return to our warehouse. Certain items are not eligible for returns i.e. wallpaper or signed artworks. See full details above.

To ensure a quick return and refund, please hold onto the original packaging that comes with your order. Items should be returned unused and in their original condition, (including any packaging, labels, dust bags, and accessories they came with), and must be repackaged to ensure adequate protection during return transit. 

To return an item purchased from our online shop:

Please allow up to 21 days for us to receive your return and process it.

Is your item faulty?

Whilst Orla Kiely products are manufactured to the highest standards, things occasionally go wrong. Please email customerservice@orlakiely.com with proof of purchase and images of your faulty item for investigation.

All our bags carry a one-year warranty if you experience any problems with your bag.

Are you returning a large item?

Any larger item, such as curtains or blinds, must be collected from your delivery address.

If the item is not damaged or faulty, we charge a collection fee of £27.00.

Please contact us and our customer service team will try to resolve your issue. Please include your order number and reason for returning, with any relevant images if needed.