Refund policy
Last updated: October 22, 2026
For hygiene and safety reasons, we can't accept returns of skincare and cosmetic products because you changed your mind. We will always put things right if there is a problem with your order.
Damaged, defective or wrong items
If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at hello@orelleskin.com with:
- your order number;
- a short description of the problem;
- photos of the product and its packaging.
Once we've reviewed your request, we'll offer a replacement or a full refund, including the original delivery cost. If we ask you to send the item back, we will cover the return shipping cost. Please don't send anything back before contacting us.
Change of mind
Outside the European Union and the United Kingdom, we don't accept returns or exchanges for change of mind, including products that are unopened. Please read the product description, ingredients and directions carefully before ordering, and contact us if you have any questions.
Customers in the European Union and the United Kingdom: 14-day right to cancel
If you live in the European Union or the United Kingdom, you have the right to cancel from your purchase within 14 days of receiving your order, without giving any reason. To use this right, email us at hello@orelleskin.com with your order number and the items you want to return, and we will send you the return address. You must send the items back within 14 days of telling us.
For health and hygiene reasons, this right does not apply to sealed skincare or cosmetic products that have been unsealed or opened after delivery. Products must be returned unused, sealed and in their original packaging.
You pay the cost of sending the items back, unless they are damaged, defective or not what you ordered. We will refund the price of the returned items and the standard delivery cost within 14 days of receiving them back, using your original payment method.
Cancellations
You can cancel your order free of charge before it has been shipped. Contact us as soon as possible with your order number.
Refunds
Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card provider, it may take a few extra days to appear on your statement.
Your rights
This policy does not affect your statutory rights under the consumer protection laws of the United Arab Emirates, the United States, or your country of residence in the European Union or the United Kingdom.
Contact
Orelle · Al Khawaneej Street, Dubai, United Arab Emirates · hello@orelleskin.com