Customer Care
Returns & Refunds Policy
Your satisfaction is important to us. This policy explains how returns, refunds, replacements, cancellations, and order issues are handled for purchases made on Ordalya.
Ordalya is an online retail store focused on practical home organization and everyday lifestyle products. Some orders and return instructions may involve trusted logistics partners with depot and warehouse capacity in Europe, North America, and other supported fulfillment regions. For any return or refund request, please contact us first at contact@ordalya.com .
Return Window
Return Period
Returns are accepted within 30 days after delivery for eligible items.
To be eligible for a return, the item must be new, unused, clean, unopened where applicable, and in its original packaging with all accessories, manuals, labels, and included parts.
If more than 30 days have passed since delivery, we may not be able to offer a return or refund unless the issue is covered by a confirmed product defect or legal requirement.
Return Eligibility
Eligible Return Cases
Returns or refunds may be requested in the following cases:
- The item received is defective or damaged.
- The item received is incorrect.
- The item is significantly different from the product description.
- The item is new, unused, complete, and returned within the 30-day return period.
Product Issue
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or significantly different from what was described, please contact us as soon as possible after delivery.
To help us process your request quickly, please include:
- Your order number.
- The email address used for the order.
- A clear description of the issue.
- Photos or videos showing the product, packaging, shipping label, and the issue.
If the issue is confirmed, we may offer a refund, replacement, partial refund, or another suitable solution depending on the situation.
Return Limits
Non-Eligible Cases
Returns or refunds may not be accepted in the following situations:
- The return request is made after the 30-day return period.
- The item has been used, damaged, altered, washed, installed, assembled incorrectly, or is missing parts.
- The item is not returned in its original packaging where required.
- The product shows signs of misuse, improper handling, or accidental damage after delivery.
- Incorrect or incomplete shipping details were provided by the customer.
- The package was refused, abandoned, not collected, or returned due to customer inaction.
- Delivery delays caused by carriers, customs authorities, local holidays, weather conditions, or events outside our reasonable control.
Instructions
Return Process
Step 1: Contact us first
Before sending any item back, contact us at contact@ordalya.com with your order number and the reason for your return request.
Step 2: Wait for approval
If your return request is approved, we will provide return instructions by email. The correct return instructions may vary depending on the item, partner depot, warehouse, delivery region, and case review.
Step 3: Ship the item correctly
Items returned without prior approval or without following the return instructions may not be accepted or refunded.
Returns are handled by postal shipment. We do not currently offer in-store returns or physical drop-off point returns.
Return Fees
Return Shipping Costs
For standard returns where the customer changes their mind or no product issue is confirmed, return shipping costs are the customer’s responsibility.
If the item is confirmed to be defective, damaged, incorrect, or significantly different from the product description, Ordalya may provide a prepaid return solution, reimbursement of reasonable return shipping costs, replacement, refund, or another suitable solution depending on the case.
Any return shipping reimbursement must be approved before the item is sent back.
Refund Timing
Refund Processing Time
Once the returned item has been received and inspected, approved refunds are processed within 5 business days using the original payment method.
Depending on your bank, card issuer, or payment provider, it may take additional time before the refund appears on your account.
No restocking fee is charged for approved returns.
Cancellation
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at contact@ordalya.com .
Cancellation may be possible only if the order has not yet been processed, prepared, fulfilled, or shipped.
Once an order has been processed or shipped, it can no longer be cancelled. In that case, you may request a return after delivery if the item is eligible under this policy.
Replacements
Exchanges
We do not currently offer direct exchanges.
If you wish to receive a different item, size, model, or color, you may request a return if the item is eligible and then place a new order.
Case Review
Partial Refunds
In some cases, a partial refund may be offered instead of a full refund, for example when only part of the order is affected, when a minor issue does not prevent normal product use, or when a mutually agreed solution is more appropriate.
Partial refunds are reviewed case by case and must be approved by our customer care team.
Delivery Issues
Lost, Returned, or Undeliverable Packages
If a package is marked as lost, returned to sender, refused, abandoned, or undeliverable, we will review the case based on the available tracking information and carrier status.
If the issue is caused by an incorrect address, refusal of delivery, failure to collect the package, or missing customer information, refund or reshipment may not be available.
If the issue is confirmed to be caused by a carrier or fulfillment error, we will work to provide a suitable solution.
Logistics Network
Partner depots and return instructions
Selected orders may be fulfilled through trusted logistics partners with depot and warehouse capacity in Europe, North America, and other supported regions. Return instructions may vary depending on the item, fulfillment partner, warehouse, delivery region, and case review.
Partner depots in Europe
Some return or fulfillment instructions may involve trusted logistics partners with depot and warehouse capacity in Europe, depending on the item and return approval.
Partner depots in North America
Selected orders may also be supported by partner logistics networks in North America when available for the product and delivery destination.
Return instructions by email
The correct return instructions may vary by item, partner depot, warehouse, delivery region, and case review. Customers must contact us before sending any item back.
Customer Support
Before Opening a Dispute
Please contact us before opening a dispute or chargeback. We are committed to reviewing order issues quickly and offering a fair resolution whenever possible.
You can reach us at contact@ordalya.com with your order number and any relevant details.
Returns Questions
Returns & Refunds FAQ
What is the Ordalya return period? + -
Ordalya accepts returns within 30 days after delivery for eligible items. The item must be new, unused, clean, complete, and returned in its original packaging where applicable.
How do I start a return request? + -
Before sending any item back, contact us at contact@ordalya.com with your order number, the email address used for the order, and the reason for your return request. If approved, we will send return instructions by email.
Can I return an item if I changed my mind? + -
A change-of-mind return may be accepted if the item is eligible, unused, complete, in its original packaging where required, and returned within the 30-day return period. Return shipping costs are usually the customer’s responsibility in this case.
What should I do if my item arrived damaged or incorrect? + -
Contact us as soon as possible after delivery with your order number, a clear description of the issue, and photos or videos showing the product, packaging, shipping label, and the issue.
Who pays for return shipping? + -
For standard returns where no product issue is confirmed, return shipping costs are the customer’s responsibility. If the item is confirmed to be defective, damaged, incorrect, or significantly different from the description, Ordalya may offer a suitable solution depending on the case.
How long does a refund take? + -
Once the returned item has been received, inspected, and approved, refunds are processed within 5 business days using the original payment method. Your bank, card issuer, or payment provider may need additional time to display the refund.
Can I cancel my order? + -
Cancellation may be possible only if the order has not yet been processed, prepared, fulfilled, or shipped. Contact us as soon as possible if you want to request a cancellation.
Does Ordalya offer exchanges? + -
Ordalya does not currently offer direct exchanges. If you want a different item, size, model, or color, you may request a return if the item is eligible and then place a new order.
Where should I send a return? + -
Do not send any item back before contacting us. If your return is approved, the correct return instructions will be sent by email and may vary depending on the product, partner depot, warehouse, and delivery region.
Related Help Pages
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Contact
Need help with a return or refund?
For any return, refund, cancellation, or order issue, please contact us by email:
contact@ordalya.com
For faster assistance, include your order number, the email address used at checkout, a short description of your request, and photos or videos if the product arrived damaged, defective, or incorrect.