Return & Refund

Last updated: July 14, 2026

At Orla & Grace Dublin, we do everything we can to keep our customers satisfied. However, there may be occasions when you wish to return a product. Below we clearly explain our return policy. We are happy to help—if you are unsure about anything, please contact us first at info@orlagracedublin.com.

1. How We Operate

Orla & Grace Dublin operates using a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not keep a large inventory of our own. Items that are not in stock are shipped directly from our supplier (located in China). This means that returned items must also be sent to our supplier's return address in China.

2. Return Period and Registration

  • You may request a return within 14 days after receiving the item by contacting info@orlagracedublin.com.

  • A return can only be requested after you have physically received the item.

  • When submitting your return request, always include your order number and a valid reason for the return.

  • Once your request has been approved, we will provide you with our supplier's return address.

3. Conditions

  • A valid reason for the return is always required.

  • Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.

  • Trying on items is permitted; wearing them is not.

  • Sale items cannot be returned without a valid reason.

  • Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.

  • Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless they are unopened and unused.

4. Return Costs and Process

  • Return shipping costs are entirely the responsibility of the customer, including international shipping costs and any applicable customs fees.

  • The item must be returned to our supplier's return address in China.

  • The customer is responsible for arranging the shipment, paying the shipping costs, and tracking the return shipment.

  • We always recommend using a shipping method with tracking. Without proof of shipment, we cannot process your return.

5. Customer-Friendly Alternative Solution

Because international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution (such as a partial refund or discount), which will be agreed upon by email. Please always contact us first at info@orlagracedublin.com before returning anything.

6. Defective, Incorrect, or Damaged Item

If there is something wrong with your order—for example, the size, fit, or quality—please send us an email within 14 days of receiving your order, including clear photos and a description of the issue. Without photos and a description, we cannot process your claim, and you will not be entitled to a return or refund. Based on this information, we will work to find an appropriate solution as quickly as possible.

7. Refunds

A refund can only be issued after the returned item has been received and approved at our supplier's return address in China. Once approved, we will refund the purchase amount within 14 days using the original payment method. Original shipping costs are not refundable.

8. Cancellations

It is not permitted to cancel an order after it has been placed and entered the processing stage. No refund or chargeback may be initiated before the item has actually arrived and been received. If you have any questions or issues regarding your order, please contact us first at info@orlagracedublin.com instead of immediately initiating a chargeback or refund.

9. Liability

  • We are not responsible for lost packages if the tracking information shows that the package has been delivered to the address provided by the customer.

  • Providing an incorrect shipping address is the customer's responsibility.

  • Any address errors must be reported within 24 hours after placing the order by emailing info@orlagracedublin.com.