Refund policy

Return and refund policy

We grant a 14-day return policy. This means that you have 14 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition you received it, unworn, unused, with tags attached and in its original packaging. You will also need the receipt or other proof of purchase;

To initiate a return, you must first contact us at help.orvy@gmail.com. Please note that returns must be sent to the following address: [Stadtstrasse 46, 6204 Sempach, Switzerland]

If your return is accepted, you will receive a return label from us along with instructions on how and where to send your package if you are returning it from Switzerland.
 
Please note: Customers from other countries are responsible for creating their own return label and covering the return shipping costs. 
Items sent back to us without first requesting a return will not be accepted.

If you have any questions about returns, feel free to contact us at help.orvy@gmail.com.



Damages and problems

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you have received an incorrect item so that we can evaluate and correct the problem.
 
Exceptions / items not eligible for return

Certain items cannot be returned, e.g. perishable goods (e.g. food, flowers or plants), custom-made items (e.g. special orders or personalized items) and personal care products (e.g. beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about a specific item.
Unfortunately, we cannot accept returns on promotional items or vouchers.
 
Exchange

Returning the item you received is the quickest way to get the item you want. If the return is accepted, you can purchase the new item in a separate purchase.
 
European Union;- 14-day withdrawal period
Notwithstanding the above, you have the right to cancel or return your order within 14 days without giving any reason if the goods are shipped to the European Union. As described above, the item must be in the same condition in which you received it, unworn, unused, with tags attached and in its original packaging. You will also need the receipt or other proof of purchase.

Customs delays
In the unlikely event that your package is delayed or held in the customs clearance process, please note that no refund can be issued until the package has either been successfully delivered to you or returned to us. We kindly ask for your patience in such cases, as customs procedures are outside of our control.

Refunds
We will notify you as soon as we have received and checked your return and let you know whether the refund has been approved or not. If approved, you will receive an automatic refund to your original payment method within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we authorized your return, please contact us at help.orvy@gmail.com

last updated: 01.02.2026