Refund policy
Last updated: October 19, 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
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.
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 rights under the consumer protection laws of the United Arab Emirates.
Contact
Orelle · Al Khawaneej Street, Dubai, United Arab Emirates · hello@orelleskin.com