Terms of service

1. Introduction

This Agreement is a legal document that sets out your rights and obligations in relation to this site (the “Orla Kiely site“) and the products offered by us through it (“Orla Kiely Products”).

You must take the time to read and understand this Agreement before using the Orla Kiely site or making a purchase of an Orla Kiely Product; you accept that you are entering into a contract with us on the terms of this Agreement.

You should be aware that this Agreement may change from time to time in accordance with Clause 12 below.

If you have queries relating to this Agreement, before placing an order for an Orla Kiely Product, please email our customer service team at customerservice@orlakiely.com

Please note that we reserve the right to withdraw the Orla Kiely site from time to time to enhance the site’s functionality and performance.

2. Orla Kiely Product Details

Orla Kiely Products are subject to availability. We endeavour to ensure our stock systems are accurate at all times, but if on the rare occasion an Orla Kiely Product is found to be out of stock at the time we pick your order, we will inform you, and you will be refunded.

At Orla Kiely, we endeavour to display the true colours of Orla Kiely Products as accurately as we reasonably can. However, we cannot guarantee that the colour of an Orla Kiely Product as delivered will replicate how it appeared to you on-screen; in part, this is dependent upon your computer’s display monitor, and how you perceive colour.

All sizes and measurements concerning Orla Kiely Products are as accurate as we can reasonably make them.

We continually update the Orla Kiely site, and regularly have offers and promotions which are not available in our other stockists.

3. Delivery

We aim to send out Orla Kiely Products on the working day after we receive an order, or (if an order is received by noon GMT) on the day we receive the order; however, this is not guaranteed.

Our soft furnishings (i.e. Bed Linen, Curtains, Towels, Cushions, Doormats and Rugs) are shipped from another warehouse and may take longer to arrive.

We will contact you if there is an excessive delay with the dispatch of your Orla Kiely Products.

We use a number of different couriers for the worldwide delivery of Orla Kiely Products.

Actual delivery timescales may vary according to external factors and we recommend placing your orders early at particularly busy times of year (such as Black Friday, Christmas and Seasonal Sales) to make allowance for delivery delays.

We deliver to all of the following countries: the UK, EU, USA, Canada, Australia, New Zealand, Norway, Switzerland, Thailand, Singapore, South Korea, Japan & Hong Kong

More information on deliveries can be found on our shipping policy page.

4. Orders

We reserve the right to decline to fulfil orders for any reason. This includes orders for Orla Kiely Products with mis-published price or specification information.

Orders are treated as offers which we are entitled to accept or decline. If there are any problems with your order, we will contact you.

All prices include VAT where applicable. orlakiely.com operates on a “single price” basis and consequently, the total price of an order at the checkout represents the total price payable by you. This is regardless of your delivery address and whether you are purchasing the order as an individual or on behalf of a business. It is inclusive of VAT (or VAT equivalent) to the extent it is applicable in law.

There is only one delivery charge per order.

If you have provided your email address and phone number while placing your order then our couriers will contact you (by email and text notification) of a 1-hour delivery window on the day of delivery and offer extensive “in-flight” options to reschedule the delivery if you’re going to be out.

A maximum order of 10 of the same Orla Kiely Product may be made by any one person.

Discount codes and promotions cannot be used in conjunction with each other unless specified on the specific code or promotion.

5. Returns

We understand that you may occasionally want to return items that are not suitable.

To return an item from the UK and USA, please use our Returns Portal here: https://returnsportal.shop/orla-kiely

Please note the following exceptions: For hygiene reasons, we are not able to process returns of bedding and towels. We also do not accept returns of rugs, doormats, wallpaper, wallpaper samples or signed artworks.

Items purchased online from the Orla Kiely site can only be returned in accordance with the above and cannot be returned to any of our other stockists. Likewise, items purchased in a store must be returned to the store of purchase. This applies to faulty items also.

Returned items will be refunded provided that you do not use the item, it is in the same condition, and includes full packaging as when you first bought it, completes with dust bag (if provided); including any free gifts with purchase and that you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit.

If you paid for delivery for your order you are liable to pay all postage fees. You would only be refunded for delivery if the item was faulty, there was an issue with delivery or at the discretion of Orla Kiely. In accordance with the Consumer Contracts Regulations (2013)

Note also, that you will not receive a refund if the free gift with purchase is not also returned with your order.

We aim to process refunds no later than 10 working days after receipt of the goods back at our warehouse.

In the unlikely event of the goods being faulty, please contact us at customerservice@orlakiely.com as soon as possible.

More information on returns and refunds can be found on our returns policy page.

6. Cancellations

In exceptional circumstances, we may unintentionally publish inaccurate information on the site (e.g. the price, description or availability of a product that you have ordered). In such instances we may have to cancel your order at any time up to the point we dispatch your order, even if you have received your Order Confirmation email. In this unlikely event, you will receive a full refund of any charges already paid.

Should we withdraw our Returns Policy above or if there are Orla Kiely Products to which the Returns Policy does not apply, then your right to cancel an order will be governed by the remainder of this Clause 6.

You have the right to cancel or return your order for an Orla Kiely Product within 30 days of receipt.

You can request to cancel your order for an Orla Kiely Product during this time by emailing customerservice@orlakiely.com with a clear statement of your wish and reason to cancel. Please note however, we do all we can to ship the same or the next working day, meaning it is not often possible for us to cancel your order with such a quick turnaround.

You must take reasonable care of the Orla Kiely Product while it is in your possession. If you cancel during the 30 day cancellation period and return the Orla Kiely Product in good condition, then you will receive a refund of all monies received, including the outbound delivery cost.

If you require a refund on a discounted Orla Kiely Product, please note that you will be refunded the discounted price.

7. Payments

Payments are processed at the time of ordering; however, we only process orders that have been approved through our payment platforms available.

Note also that all credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the card issuer does not authorise payment, we will not process the order.

In the event that your order is flagged by a ‘warning’ or ‘caution’ during payment, we will contact you for further information required. Without this further information being provided within 3 working days, we will cancel your order and you will be refunded accordingly using your chosen payment method.

When entering address details, please be aware there is a difference between the delivery address and billing address areas of the order form: if your billing address (where your bank or credit card is registered to) is different from the desired delivery address, then ensure to fill in the correct details in the right fields.

All prices of Orla Kiely Products include VAT at the applicable rate. We do not exclude or refund VAT for any orders. You, as the purchaser, are responsible for any other taxes or duties (such as import duties) payable on Orla Kiely Products, not us.

Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna: Pay-in-3

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

8. Intellectual Property

You acknowledge that all copyright, trademarks, and other intellectual property rights in and relating to the Orla Kiely site and Orla Kiely Products are owned by, or exclusively licensed to, us.

No one may copy, distribute, show in public or create any derivative work from the Orla Kiely site, an Orla Kiely Product or any of the material which is found on the Orla Kiely site without the explicit written permission of the company.

9. Privacy Policy

Our privacy policy forms part of this Agreement, and by agreeing to this Agreement, you also give your consent to the way we may handle your personal data in that policy.

10. Additional Services

We or our affiliates may offer new or additional services through the Orla Kiely site from time to time. Your use of those services may be subject to additional terms and conditions, which you must comply with. Provided that those terms are notified to you on the Orla Kiely site in an appropriate manner (as determined by us in our reasonable discretion) when you agree to take those services, any failure by you to comply with a material provision of the terms governing those services will amount to a breach of this Agreement.

11. Liability

We warrant that Orla Kiely Products will be manufactured with reasonable care and skill with the intention of meeting our specifications for them. However, we cannot and do not guarantee that Orla Kiely Products will meet your requirements.
We shall be liable as expressly provided in this Agreement but shall have no other obligation, duty or liability whatsoever in contract, tort (including negligence, breach of statutory duty and any other tort) or otherwise.
Nothing in this Agreement shall exclude or restrict our liability for death or personal injury resulting from our negligence.
Subject always to sub-clause f. below, we shall be liable for direct loss or damage only, whether in contract, tort (including negligence, breach of statutory duty or other torts) or otherwise, and whether caused by its act or omission or that of its employees, agents or subcontractors. Our aggregate liability in relation to any Orla Kiely Product shall be limited to whichever is the greater of:

£10 (ten pounds); or
The price you paid for that Orla Kiely Product.
We will not be liable to you or anyone else, whether in contract, tort (including negligence, breach of statutory duty or other torts) or otherwise:
for any loss of revenue, business anticipated savings or profits, or
for any indirect, special or consequential loss damage, costs or other claims, howsoever caused or arising, whether through non-supply or late supply of an Orla Kiely Product or other non-performance of this Agreement or otherwise.

Except as expressly stated elsewhere in this Agreement, all representations, warranties, conditions and other terms, whether express or implied (by common law, statute, collaterally or otherwise) are hereby excluded, except in the case of fraud, or where such exclusion is not permitted by law.
The provisions of this Clause 11 shall survive the termination or expiry of this Agreement.

12. Entire Agreement

This Agreement is intended to contain your entire agreement with us relating to the Orla Kiely site and Orla Kiely Products; we believe it to be fair and reasonable. It replaces all earlier agreements and understandings with you relating to the Orla Kiely site or Orla Kiely Products, except for any fraud or fraudulent representation by either of us. A person who is not a party to this Agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to rely upon or enforce any term of this Agreement.

13. Changes to this Agreement

We reserve the right to change this Agreement from time to time and post the new version on the Orla Kiely site. Once posted on the site, the new version will take effect for any activity on the Orla Kiely site.

14. Invalidity

In the event that any term of this Agreement is held to be invalid or unenforceable, the remainder of this Agreement shall remain valid and enforceable.

15. Law

This Agreement, and each purchase of an Orla Kiely Product, shall be governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the English courts.

16. Contact

The Orla Kiely site is provided, and Orla Kiely Products are sold and supplied through it, by Olive & Orange Ltd, whose address, for business conducted through the Orla Kiely site, is 101 New Cavendish Street, London, England, W1W 6XH. Our VAT registration number is GB254 0984 93 [EU Netherlands VAT: NL827325071B01] and the Registration Number is 09705912. Please note that all notices under this Agreement are to be sent and received by email. For this purpose, your notices should be sent to customerservice@orlakiely.com and we will send our notices to you at the email address you notify to us through the Orla Kiely site, such as when placing an order.

17. Text Marketing & Notifications

By consenting to Orla Kiely’s SMS marketing in the checkout and initializing a purchase or subscribing via our subscription tools, you agree to receive recurring text notifications (for your order, including abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us, even if your mobile number is registered on any state or federal do-not-call list. Message frequency varies. Consent is not a condition of purchase.

If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out. We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

For any questions, please text HELP to the number you received the messages from. You can also contact us here for more information.

We have the right to modify any telephone number or short code we use to operate the service at any time. You will be notified on such occasions. You agree that any messages you send to a telephone number or short code we have changed, including any STOP or HELP requests, may not be received, and we will not be liable for honouring requests made in such messages.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

Your right to privacy is important to us. You can see our Privacy Policy here to determine how we collect and use your personal information.

18. Heathrow Reserve & Collect General Terms

A. Terms of Sale

A.1. The various collection points are located in the Airport after aviation security. You must hold a valid boarding pass for a departing flight (or have other authorised access to the airside area of the Airport) in order to collect your order.

A.2. Your contract for the sale of goods purchased through the Heathrow Reserve & Collect Website is with Orla Kiely, and not with Heathrow. Heathrow is not responsible for the performance of this contract for the sale of goods.

A.3. If you place an order for goods from more than one retailer on the Heathrow Reserve & Collect Website, you will have a separate contract with each retailer.

A.4. Your use of the Heathrow Reserve & Collect Website is subject to Heathrow’s Terms of Use, which are separate from these Orla Kiely Terms of Sale. If there is any conflict between Heathrow’s Terms of Use and these Terms of Sale, Heathrow’s Terms of Use shall prevail in relation to website use.

A.5. You may receive an order acknowledgement email from Heathrow (on our behalf) after placing an order. This does not mean your order has been accepted.

A.6. A binding contract for the sale of goods between you and Orla Kiely will come into existence when Heathrow (acting on our behalf) sends an email confirming that we have accepted your order (in full or in part). Payment will be taken from you at that point.

A.7. If you place an order for goods from Orla Kiely and one or more other retailers, and all relevant retailers (including Orla Kiely) are unable to fulfil the order (for example, due to stock unavailability), you may receive an order cancellation email from Heathrow (on our behalf).

A.8. When your order is placed, a pre-authorisation will be applied to your payment card to reserve funds equal to the total order value. We will not take payment until your order has been confirmed. If your order (or part of it) cannot be fulfilled, the corresponding pre-authorised amount will be released.

A.9. Specific terms may apply to particular products, including warranties, care instructions, and conditions of use.

B. Merchandise Descriptions

B.1. Prices for Orla Kiely products listed on the Heathrow Reserve & Collect Website may differ from prices offered in our other retail outlets, online store, or at other airport locations.

B.2. Where Orla Kiely products are labelled with a “Heathrow Price”, this indicates that the price has been agreed between Orla Kiely and Heathrow for sale via the Heathrow Reserve & Collect Website.

B.3. Products labelled as “Travel Exclusive Product” are available exclusively for sale at airports or other transport-related retail locations, both in the UK and internationally, including through online airport retail platforms. Products labelled as “Heathrow Exclusive Product” are available exclusively for sale through the Heathrow Reserve & Collect Website.

B.4. If any Orla Kiely products on the Heathrow Reserve & Collect Website are part of a promotional offer, this means that such products:
(i) are subject to the promotional offer terms and conditions, which are available at orlakiely.com; and
(ii) are available for purchase through the Heathrow Reserve & Collect Website at a further discount to the Heathrow Price (or to the price made available by Orla Kiely to Heathrow for inclusion on the Heathrow Reserve & Collect Website).

C. Payment, Delivery, Performance and Timing

C.1. When your order is accepted (as confirmed by Heathrow on our behalf), you will be required to collect your purchased item(s) from the designated collection point within your departure terminal. The location of the collection point will be confirmed by Heathrow in your order confirmation email. Collection points are operated by Heathrow and are open during the Airport’s operational hours, typically one hour before the first scheduled departing flight and closing one hour before the last scheduled departing flight in the relevant terminal.

C.2. If you fail to collect your order, Orla Kiely will not forward or deliver your items to you. Heathrow will hold your order for up to 48 hours from your collection time. Heathrow may, where practicable, allow you to cancel your order or arrange an alternative collection time or location, or to use Heathrow’s “Collect on Return” service.

If you do not collect your order and fail to make alternative arrangements, your order will be cancelled and any payment you have made will be refunded.

C.3. Orla Kiely may decline any order (or part of an order) if we no longer have the right to sell the item(s) through the Heathrow Reserve & Collect Website.

C.4. While payments for goods are made to Orla Kiely, please note that the Heathrow Reserve & Collect Website is managed by Heathrow. Therefore, your bank or card statement may reference “Heathrow.com” in connection with your purchase.

D. Cancellation, Returns and the Heathrow Returns Promise

D.1. If you require assistance from the Heathrow customer services team in relation to the Heathrow Reserve & Collect Website, please contact them at shopping.services@heathrow.com or write to: Heathrow Airport Limited, The Compass Centre, Hounslow, Middlesex, TW6 2GW.

D.2. You have legal rights if Orla Kiely supplies goods that are faulty or non-compliant. If you wish to return any faulty or non-compliant items, please notify Heathrow via the Heathrow Returns Promise at http://www.heathrow.com/returnspromise. Heathrow will inform Orla Kiely on your behalf.

D.3. Heathrow operates an enhanced 60-day returns policy as part of the Heathrow Returns Promise. Heathrow assists retailers, including Orla Kiely, in processing returns under this policy, subject to these terms and conditions.

D.4. Once you have requested a return, Heathrow will (on our behalf) email you with instructions on how to return the goods. You must return any unwanted items to Heathrow, to the address stated on the returns label, within 14 days of requesting your return. Heathrow will then process the return and, subject to our instruction, issue a refund. Please do not return items directly to Orla Kiely, as we cannot process Heathrow returns.

D.5. For any queries regarding exchanges, substitutions, repairs, replacements, or after-sales service, please contact Orla Kiely directly at customerservice@orlakiely.com. Heathrow will not handle such requests and will not be liable in connection with them.

D.6. The right of cancellation does not apply to:
a. items made to your specifications or clearly personalised;
b. items liable to deteriorate or expire rapidly;
c. alcoholic beverages whose value depends on market fluctuations beyond our control;
d. items unsuitable for return for health or hygiene reasons once unsealed (such as jewellery, underwear, or swimwear), or which have been inseparably mixed with other items after collection; or
e. sealed audio, video, or software products that have been unsealed after collection.

E. Further Disclaimers

E.1. Identity verification may be required by Orla Kiely for certain transactions. Details will be provided upon request.

F. Data Privacy

F.1. Orla Kiely collects and processes your personal data in accordance with our Privacy Policy, available via the Heathrow Reserve & Collect Website.

G. Definitions

“Heathrow” means Heathrow Airport Limited.
“Airport” means Heathrow Airport, London.
“Heathrow Reserve & Collect Website” means https://boutique.heathrow.com, where you can purchase goods offered by Orla Kiely for collection at the Airport.
“Payment Service Provider” means Stripe, Inc., Stripe Payments Europe, Ltd., and/or Stripe Payments UK, Ltd., who manage payments made on the Heathrow Reserve & Collect Website.

19. Blue Light Card

You have to be a member of Blue Light Card to participate in our Key Worker discount.

Your code gives you 15% off full price products only. This code cannot be used in conjunction with any other offer unless stated otherwise.

No minimum spend required.

Discount valid only on orlakiely.com.

Codes cannot be exchanged for cash.