Refund policy

Our Promise

We want you to love your Orecelia piece. If something isn't right, we'll make it right — no hassle, no guilt.

30-Day Return Window

You have 30 days from the date you receive your order to request a return or exchange. To be eligible, the item must be unworn, undamaged, and in its original Orecelia packaging.

How to Start a Return

Contact us through our contact form with your order number and reason for the return. We'll respond within 24–48 hours with return instructions. Please do not send items back without contacting us first.

Refunds

Once we receive and inspect the returned item, we'll process your refund within 5–7 business days. The refund will be issued to your original payment method. Original shipping costs are non-refundable.

Exchanges

Want a different piece instead? Let us know when you contact us and we'll arrange an exchange at no extra shipping cost within Canada. For US exchanges, a flat return shipping fee of $5 USD applies.

Damaged or Defective Items

If your item arrives damaged or defective, email us within 7 days of receiving it with a photo of the issue. We'll send a replacement at no cost to you — no return needed.

Engraved Items

Engraved items (such as The Whisper Pendant) are final sale — the engraving is permanent and cannot be altered. If an engraved item arrives damaged or defective, our standard replacement policy applies.

Items That Cannot Be Returned

Items that have been worn, resized, or altered cannot be returned. If you're unsure whether your item qualifies, reach out and we'll help.

Return Shipping (US Orders)

For orders shipped to the United States, return shipping costs are the responsibility of the customer unless the item is damaged or defective.

Late or Missing Refunds

If you haven't received your refund within 10 business days after our confirmation, check with your bank first — some institutions take time to process. If the issue persists, contact us and we'll look into it.