Refund policy

Returns & Exchanges

Every Ormi piece is handmade in small batches, which means when you return something, it usually can't go back into the collection — so this policy is built to be fair to you and honest about what a small studio can actually absorb. Read it before you order, and if anything's unclear, just write in.

If something arrives damaged or wrong

This is the one place we ask for something specific: please record a video while opening your package, before the box is opened all the way — unedited, starting from the sealed parcel. If a piece arrives damaged, defective, or isn't what you ordered, this video is what lets us verify it and act quickly, without back-and-forth.

Write to us within 48 hours of delivery at ormi.label@gmail.com with the unboxing video and your order number. Once verified, we'll send a replacement where possible, or a full refund to your original payment method. No unboxing video, no claim — this is the one non-negotiable, because without it we simply have no way to tell what happened between our studio and your door.

If you'd like to exchange or return for any other reason

Reach out within 7 days of delivery. We're glad to offer a size or design exchange, or store credit for a future order. The piece needs to come back to us unworn, unused, and in its original pouch and packaging — gold-plated brass shows wear quickly once worn, so this isn't us being strict for no reason, it's what lets us actually resell or reuse the piece.

Return shipping for exchanges and store credit is on you; for our own errors — wrong item, damage, defect — it's on us.

What we can't take back

Earrings are final sale, for hygiene reasons — standard practice across jewellery brands, and we hope you understand. Anything returned worn, without its pouch, or outside the 7-day window also can't be accepted.

Timelines

Store credit is issued within 2–3 business days of us receiving your return. Refunds for verified damage or defects are processed within 7 business days to your original payment method.

Questions before or after your order — always write to ormi.label@gmail.com. We'd rather sort it out with you directly than have you guess.