Delivery & Return

At Orlaya, we want you to be completely satisfied with your purchase. Please read our Delivery & Returns Policy carefully before placing an order.

Delivery Information

Order Dispatch

We offer same-day dispatch for all non-personalised orders placed before 1:00 PM GMT, Monday to Friday (excluding UK Bank and Public Holidays).

Orders placed after 1:00 PM, on weekends, or on UK Bank and Public Holidays will be dispatched on the next working day.

Personalised & Engraved Orders

All personalised and engraved jewellery is custom-made to order.

Production time: 5–12 working days
Delivery time is additional to the production period
Once production has commenced, personalised orders cannot be cancelled or amended

UK Delivery Options

Free Standard Delivery – Free

Estimated delivery: 3–5 working days
Delivered Monday–Friday
Remote postcodes may take longer
Orders placed after 1:00 PM on Friday, weekends, or Bank Holidays will be dispatched the next working day

Express Delivery – £5.50

Estimated delivery: 1–2 working days
Delivered Monday–Friday
Remote postcodes may take longer
Orders placed after 1:00 PM on Friday, weekends, or Bank Holidays will be dispatched the next working day

Next Day Delivery – £7.50

Next working day delivery within the UK when ordered before 1:00 PM GMT
Delivered Monday–Friday
Remote postcodes may take longer
Orders placed after 1:00 PM on Friday, weekends, or Bank Holidays will be dispatched the next working day

Saturday Delivery – £10.50

Saturday delivery within the UK when ordered before 1:00 PM on Friday
Remote postcodes may take longer
Orders placed after 1:00 PM on Friday, weekends, or Bank Holidays will be dispatched the next working day

Delivery Delays

While we aim to meet all delivery estimates, delays may occasionally occur due to circumstances beyond our control, including:

Courier service disruptions
Severe weather conditions
Public holidays
Transportation delays
Industrial action
Remote delivery locations

Orlaya cannot be held responsible for delays caused by third-party delivery providers.

Lost or Damaged Parcels

If your parcel arrives damaged or appears to be lost in transit, please contact us as soon as possible at info@orlayagem.com.

Please include:

Your order number
Details of the issue
Photographs of any damage where applicable

We will investigate the matter with the courier and work towards a suitable resolution.

Returns Policy

We hope you are delighted with your purchase. However, if you need to return an item, we will happily accept returns on eligible products.

Return Eligibility

Jewellery may be returned within 14 days of receipt provided that:

The item is unused and unworn
The item is in its original condition
The item is returned with its original packaging
The item is not personalised or engraved

Non-Returnable Items

We are unable to accept returns or offer refunds on:

Personalised baby bangles
Engraved jewellery
Custom-made jewellery
Personalised gifts
Earrings (for hygiene reasons)

Under the Consumer Contracts Regulations 2013, personalised and custom-made products are exempt from standard cancellation and return rights.

Personalised Orders

Once personalised details such as names, dates, initials, messages, or engraving instructions have been submitted and production has commenced:

Orders cannot be cancelled
Orders cannot be amended
Items cannot be returned
Refunds cannot be issued

Customers are responsible for checking all engraving details before placing their order. Orlaya cannot accept responsibility for spelling mistakes, incorrect dates, names, or other personalisation information supplied during checkout.

Free UK Returns

We offer Free UK Returns on eligible non-personalised products.

To request a return, please contact:

Email: info@orlayagem.com

A return label and instructions will be provided where applicable.

Faulty Items

If you believe there is a fault with your item, please contact us at info@orlayagem.com with:

Your order number
A description of the issue
Clear photographs showing the fault

We will assess the issue and work to resolve it as quickly as possible. Where a manufacturing fault is confirmed, we may offer a repair, replacement, or refund in accordance with your statutory rights.