Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@oramarella.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@oramarella.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@oramarella.com.
30-Day Return & Exchange Policy
We gladly accept returns and exchanges within 30 days of receiving your order.
To qualify for a return or exchange, items must meet the following criteria:
- Unused, unworn, and unwashed
- In original condition and packaging
- With all tags and accessories attached
- Swimwear and beachwear must have the original hygiene seal intact
- Accompanied by the original order confirmation or packing slip
Accepted Return Reasons
- Change of mind or wrong size – Eligible if returned in new, resellable condition within 30 days of delivery.
- Defective, damaged, or incorrect item – Eligible for free replacement or refund.
Who Pays Return Shipping
- We pay: If your order arrives defective, damaged, or incorrect, we’ll provide a prepaid return label at no cost.
- You pay: For change-of-mind, wrong size, or any other non-defective return, return shipping costs are your responsibility.
Non-Returnable Items
- Used, worn, or washed items
- Swimwear or beachwear without the hygiene seal
- Items marked as final sale or clearance (unless defective or damaged)
- Gift cards
How to Return or Exchange
- Email hello@oramarella.com with “Return” or “Exchange” + Your Order Number in the subject line.
- State the reason for your return and attach clear photos if defective or damaged.
- We will reply within one business day with approval and instructions.
- If approved:
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- Defective/damaged/incorrect items → We’ll send you a prepaid return label.
- All other returns → We’ll provide the return address and packing instructions.
5. Carefully pack your item(s) in original packaging to avoid damage in transit.
6. If the item arrived damaged, retain the original packaging and take photos before returning.
Return Address
Ora Marella
1405 Boulevard Henri Bourassa Ouest
Montréal Quebec H3M 3E6
Canada
Refunds
- Refunds are processed to the original payment method within 10 business days after we receive and inspect the returned item.
- If the return is due to our error, we will also refund any original shipping costs.
- For change-of-mind returns, original shipping costs (if applicable) are non-refundable.
- Partial refunds may be issued for items returned without original packaging, tags, or accessories.
Exchanges
- We offer exchanges for defective, damaged, or incorrect items at no cost.
- For other exchanges (e.g., different size or color), return shipping is the customer’s responsibility.
Order Cancellations
Orders may be cancelled before they are shipped. If your order has already been dispatched, please follow our return process above.
Refund Disputes
If you believe your refund has not been processed correctly, please contact us at hello@oramarella.com. If an issue remains unresolved, you may contact your payment provider or bank to open a dispute.
Contact Us
If you need any clarification about returns or refunds, feel free to reach out:
Email: hello@oramarella.com
Phone: +1 866-986-7383
Address: 1405 Boulevard Henri Bourassa Ouest, Montréal Quebec H3M 3E6, Canada
Support: Monday to Friday: 9:00 am – 6:00 pm
