Refund policy

Returns & Exchanges

We want you to love every Ornalux piece. If for any reason you’re not completely satisfied, you may request a return within 30 days of receiving your order.

To be eligible, items must be unworn, unused, and in their original packaging, with tags attached and proof of purchase included.

Damages & Issues

We carefully inspect every order before it leaves us, but if your item arrives damaged, defective, or incorrect, please contact us right away so we can make it right. ✨

For added peace of mind, we highly recommend selecting Package Protection by Route at checkout for a small fee. It provides an extra layer of security against loss, theft, or damage during transit.

If your order was protected and becomes lost, stolen, or damaged, you can easily file a claim with Route here.

Sale Items & Gift Cards

Please note that sale items and gift cards aren’t eligible for return or refund unless they arrive with a quality issue or defect.

Personalized Pieces

Custom-made or personalized jewelry is crafted uniquely for you and cannot be returned. However, we’re always happy to assist if you have any concerns about your specific item.

Incorrect Information

Ornalux cannot be held responsible for orders lost due to incorrect shipping details provided by the customer. If an order cannot be delivered for this reason, refunds cannot be processed. To ensure smooth delivery, please contact us promptly if you need to update your information after placing an order.

Exchanges

The quickest way to receive your desired item is to place a new order once your return has been accepted. This ensures you get what you want without delay.

Refunds

Once we receive and inspect your returned item, we’ll notify you regarding the approval of your refund. If approved, the amount will be automatically refunded to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If your return is approved, we’ll provide a prepaid return shipping label along with clear instructions on how and where to send your package. Items sent back without prior authorization cannot be accepted.