Refund and Returns Policy

Overview

We have a 14-day return policy on all items. We cannot offer you a full refund or exchange after 14 days of your receipt of the merchandise.

To be eligible for a return, your item must be unworn and in the same condition that it was received. It must also be in the original packaging.

To process your return, we require proof of purchase.

To start a refund or exchange request, please email us at contact@orlando-elza.com with the order number (and proof of purchase attached). Please specify if you want a refund or a replacement.

In case you want a replacement, we may not be able to provide the same piece due to limited stock. In this case, we will issue a refund.

Your request will be processed within 48 hours of receipt.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually within 5-7 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account, then contact your bank, as it may take some time before your refund is officially posted.

If you’ve done that and still have not received your refund yet, please contact us at contact@orlando-elza.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Warranty

We offer a one-year warranty against manufacturing defects on all items unless otherwise noted.

The warranty applies only to items that are found to have a manufacturing defect once inspected.

Once the item is inspected and found to have a manufacturing defect, a replacement will be mailed at no cost. Non-U.S. shoppers must bear the cost of shipping.

Please note, the item you originally purchased may not be available any longer, in which case we will issue a refund in the amount of your purchase.

Shipping returns

For items being returned for warranty or defect inspection, shipping is free for U.S. customers — we’ll email you a prepaid label. Non-U.S. shoppers are responsible for shipping costs on warranty inspections and on replacement items once ready to ship.

For change-of-mind exchanges (wrong size, style, etc.):

U.S. customers: a flat $6.95 fee covers your label to send the item back and shipping the replacement to you.
Non-U.S. customers: you’re responsible for return shipping costs to us, and for shipping costs on the replacement item once it’s ready to send out.

This fee/cost structure is waived for defective items, warranty claims, and gifted items being exchanged by the recipient. U.S. shoppers get free labels in these cases, and non-U.S. shoppers still cover their own shipping per the warranty terms above, but the $6.95 change-of-mind fee itself doesn’t apply.

For refund requests, shipping costs will be deducted from your refund. International shipping costs, where applicable, will be deducted at actual cost rather than a flat rate, since international rates vary significantly by destination. We’ll provide an estimated cost based on your location and item.

Customs and duties: Non-U.S. shoppers are responsible for any customs fees, import duties, or taxes assessed on the return shipment as it enters the United States for inspection. We recommend marking the package accurately as a “returned merchandise” shipment on the customs form to help minimize these charges, and checking with your carrier or local customs office beforehand, as fees vary by country and item value. We’re not able to reimburse duties or customs charges incurred on the return leg.