We deliver our Bags and Accessories to:

-> UK

-> ROI: Ireland

-> International: USA, Canada, Australia & New Zealand; France, Germany, The Netherlands, Spain & Italy

We will be shipping to the rest of Europe as soon as we can.

We can deliver our Homeware products to UK & The Channel Islands.

For UK orders, we are currently offering free delivery on all orders over £150. Orders under £150 will incur a £7 flat rate delivery charge.

For shipments to the UK we use DPD, the second largest international parcel delivery network in Europe, who are committed to being a carbon-neutral courier (a leader in their industry).

For shipments to Northern Ireland, we use DHL or DPD.

Check your junk mail first.

Did the order go through? Has money been taken from your account? If money was not taken from your account there may have been an issue with placing the order and we’d advise trying again.

If you still can’t find your order confirmation email, please contact our customer care team customerservice@orlakiely.com

Check the estimated delivery date on your order. Remember this is just an estimate and your order may arrive earlier or later than the estimated delivery date.

Check the tracking reference sent by the courier.

During busy periods such as seasonal sales and promotional weekends there can be a delay in processing your order. Rest assured we are doing all we can to get your order out to you as quickly as possible.

If the estimated delivery time window has passed and you haven’t had any further communication from us or the courier, please contact our customer care team at: customerservice@orlakiely.com

Please click here for our full returns process and policy.

You will need your order confirmation number and the reason for your return.

You should have received a receipt from the courier who collected your parcel or when you dropped your parcel off at a post office. This will have a tracking reference number.

First check this number via the relevant online tracking service. You’ll see if it is in transit and the estimated delivery date.

If the return has been delivered and you think you should have received your refund by now, please contact customerservice@orlakiely.com.

No, not at the moment. We’d advise following the returns process and then ordering your preferred item.

We may have sent your item in a separate parcel. You therefore may have two tracking references for the same order. If this is the case, have they all been delivered?

If you are still unsure and require further assistance, please contact customerservice@orlakiely.com.

Please email us your order number and a picture of the item you received. We will look into how this happened and do our best to get the correct item to you as soon as possible.

As part of the resolution, we ask that you return the incorrect item to us.

If an item has an 'Email me when in stock' notification it is likely to be coming back in the future. Be sure to check your junk when waiting for confirmation that it's ready for sale.

Always feel free to email us if you have been waiting a long time.

Please email us with a name and picture of the print at customerservice@orlakiely.com

We now have gift cards available at orlakiely.com!

All our gift cards expire 24 months after the date of issue and must be purchased in the intended currency of use. I.e. if you are purchasing for a friend in Ireland make sure to purchase the gift card in euros.

Keep hold of the email as this has your gift card code. You can also check the balance via the link in the email. If you lose the email or have any other questions, please contact customerservice@orlakiely.com

General Care

Orla Kiely uses a variety of different fabrics for our bags & accessories and we always seek to produce our product to the highest quality.

Due to the nature of our materials please take care when wearing dark clothing or denim as colour may transfer.

Care should be taken to avoid rubbing, contact with liquids, and prolonged exposure to sunlight.

Please do not wash your bag.

Please do not use cleaning products on your bag.

If you wash your bag and/or use cleaning products unfortunately we are not responsible for any damage.

We advise using a warm damp cloth to dab and blot any affected areas.

If your bag has a lining we’d also advise keeping the lining from getting wet as colour from the lining may transfer.

Repairs 

Unfortunately we don't offer a direct repairs service.

Within the UK we recommend a third party independent repair clinic www.handbagclinic.co.uk for any repairs and servicing you may need.

Currently you can pay using your credit or debit card on our website. You can also use Applepay, Googlepay, Shop Pay, and PayPal.

We now accept Klarna in the UK. Please refer to the Klarna FAQs below.

You can try closing and opening the window (sometimes it's that simple!). You can also try resetting your password.

If all else fails, please email customer service for assistance. Contact us

If you’ve noticed something wrong with, or incorrect on, our website we’d love you to let us know. Please email us at customerservice@orlakiely.com.

All our bags and accessories carry a one year warranty (although we do expect them to last a lot longer!).

If your bag has a manufacturing fault which materialises within a year of purchase, we will be happy to send a replacement or offer a full refund on your order.

Please send us your order number (or name and email you placed the order under) and a picture of the damaged product and we will investigate:

customerservice@orlakiely.com

If you are interested in stocking and selling Orla Kiely products, please contact us at customerservice@orlakiely.com.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 3 interest-free instalments is a form of credit
which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Orla Kiely and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address.
All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Orla Kiely run credit searches against you that could impact your credit rating.

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

As soon as Orla Kiely have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Orla Kiely from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your
convenience.

You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s
‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Payment information is processed securely by Klarna. No card details are transferred to or held by Orla Kiely. All transactions take place via connections secured with the latest industry standard security protocols.

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

Once Orla Kiely has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

In the event that your goods have not been received please email Orla Kiely to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.