Return Policy
At Orselia Jewelry, we want you to be completely satisfied with your purchase. If something isn't right, we're here to fix it — fairly, clearly, and without fine print.
1. Right of Withdrawal — 14 Calendar Days
In accordance with Royal Legislative Decree 1/2007 and Directive 2011/83/EU, you have the right to return any order within 14 calendar days from the date of receipt, without the need for justification, provided the product meets the conditions in section 2.
To initiate a return, please write to us at info@orselia.com with the subject "Return — Order #XXXXX". You will receive instructions within 48 business hours.
2. Product Conditions for Return
For the return to be accepted, the item must:
- Be completely unused and in perfect condition
- Retain its original packaging, tags, and accessories
- Show no signs of use, wear, perfume, or skin contact
Items Excluded from Return Due to Change of Mind
These exclusions are expressly covered by current Spanish and European legislation:
- Customized items — jewelry with engraved names, initials, dates, or other specific personalization requested by the customer. As these are custom-made to order, they cannot be resold to third parties. (Art. 103.c TRLGDCU)
- Sale or clearance items — products purchased with a special discount, during sales campaigns, or identified with "Sale" or "Offer" tags. These sales are final and do not allow returns due to a change of mind. The right to claim for manufacturing defects remains valid in all cases. (Art. 103 TRLGDCU)
- Items that have been in contact with the skin — for reasons of hygiene and public health protection, returns of jewelry, earrings, piercings, ear cuffs, or any accessory that has been tried on or used in direct contact with the body are not accepted. (Art. 103.e TRLGDCU)
Important: these exclusions apply only to withdrawal due to a change of mind. They do not affect your right to claim for a defective product, one damaged during transport, or one different from the order.
3. Defective, Damaged, or Incorrect Product
If you receive an item with a manufacturing defect, damaged during transport, or different from the order, please contact us at info@orselia.com or at +34 641 456 599 within a maximum of 48 hours from receipt, attaching clear photographs of the item and packaging.
In these cases, we will manage a replacement or full refund at our expense, with no cost to you.
4. Return Shipping Costs
- Defect or error attributable to Orselia Jewelry: all collection and re-shipping costs are borne by us
- Withdrawal due to change of mind: return shipping costs are borne by the customer. We will inform you of the exact amount when confirming the request.
5. Refund Periods
Once the returned item is received and verified, we will process the refund within a maximum of 14 calendar days, using the same payment method used in the original purchase:
- Credit / debit card: 5–10 business days (depending on the bank)
- PayPal: 3–5 business days
- Bizum: 1–3 business days
6. Legal Guarantee — 2 Years
All products sold by Orselia Jewelry include a 2-year legal conformity guarantee from the delivery date, in accordance with EU Directive 2019/771 and Royal Legislative Decree 1/2007.
7. Contact for Returns and Guarantees
- Email: info@orselia.com
- WhatsApp / Phone: +34 641 456 599
- Service hours: Monday to Friday, 10:00–18:00 h
Last updated: May 2026 · Orselia Jewelry · www.orselia.com