Refund policy

You have up to 30 days to return an item to us for a refund or exchange (exclusions apply).

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

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.

If your order is faulty, please email customerservice@orlakiely.com with proof of purchase and images of your faulty item for investigation.

How to return an item in the UK:

We offer free returns to our UK online customers. Certain items are not eligible for returns i.e. wallpaper or signed artworks. See full details above.

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. If you are returning bedding or towels, the packaging seal must remain unopened for hygiene purposes.

To return an item from the UK, please use our Returns Portal here:

https://returnsportal.shop/orla-kiely

You will need to:

Enter your order number. This can be found in your confirmation email, or by logging into your online account and selecting 'My orders'.
Select the items you would like to return and why. E.g.no longer needed; item not as expected.
Repackage your items carefully using the original packaging or a suitable alternative that will keep them protected during transit.
Cross out or remove any other labels on the outside of the box.
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 the EU:

We do not offer free returns for any customers outside of the UK. Returns from the EU are charged at £5.00 (GBP), and this will be deducted from your refund amount.

Certain items are not eligible for returns i.e. wallpaper or signed artworks. See full details above.

To return an item from the EU, please use our Returns Portal here:

https://returnsportal.shop/orla-kiely

You will need to:

Enter your order number. This can be found in your confirmation email, or by logging into your online account and selecting 'My orders'.
Select the items you would like to return and why. E.g.no longer needed; item not as expected.
Repackage your items carefully using the original packaging or a suitable alternative that will keep them protected during transit.
Cross out or remove any other labels on the outside of the box.
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 the US & Canada:

We do not offer free returns for any customers outside of the UK. Returns from the US and Canada are charged at £20 (GBP), and this will be deducted from your refund amount.

Certain items are not eligible for returns i.e. wallpaper or signed artworks. See full details above.

Please also note, duties and tariffs charged on your original order and are not refundable.

To return an item from the US & Canada, please use our Returns Portal here:

https://returnsportal.shop/orla-kiely

You will need to:

Enter Your order number. This can be found in your confirmation email, or by logging into your online account and selecting 'My orders'.
Select the items you would like to return and why. E.g.no longer needed; item not as expected.
Repackage your items carefully using the original packaging or a suitable alternative that will keep them protected during transit.
Cross out or remove any other labels on the outside of the box.
The commercial invoice must be attached to the outside of the parcel. Print x3 copies and place all copies in a clear adhesive pouch on the top or side of the package.
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 21 days for us to receive your return and process it.

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. If you are returning bedding or towels, the packaging seal must remain unopened for hygiene purposes.

To return an item purchased from our online store:

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 and why. E.g.no longer needed; item not as expected.
We will give you an RMA number to include on the front of your return package so that we know it’s your return when we receive it.
Repackage your items carefully using the original packaging or a suitable alternative that will keep them protected during transit.
Cross out or remove any other labels on the outside of the box.
Take your package to your local post office and pay for it to be returned.
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 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 can occasionally go wrong. Please email customerservice@orlakiely.com with proof of purchase and images of your faulty item for investigation.

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