Refund policy
Refund & Return Policy
Thank you for shopping with Orvella Shoes!
Your satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help with a simple and transparent return and refund process.
## Return Eligibility
You may request a return or refund if:
- You received a damaged or defective product.
- You received the wrong item.
- The item is significantly different from its description.
- The product arrives incomplete or missing parts.
To be eligible for a return:
- Your request must be submitted within 30 days of receiving your order.
- The item should be unused, in its original condition, and in its original packaging whenever possible.
- Please include your order number and, if applicable, clear photos showing the issue.
## Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery with your order number and clear photos of the issue. We will review your case and arrange an appropriate resolution if approved.
## Return Shipping
- Customer-paid returns: Customers are responsible for return shipping costs unless the return is due to our error.
- Our responsibility: If you receive a defective, damaged, or incorrect item, we will cover the return shipping costs or provide an appropriate resolution at no additional cost.
Restocking Fee: None
Return Address:
8375 Sultana Ave Unit 2
Fontana, CA 92335
United States
## Refund Process
Once your return request has been approved:
1. We will review the return and verify the issue.
2. If additional information is required, our support team will review your request.
3. Once approved, your refund will be processed within 10 business days.
4. Refunds will be issued to your original payment method.
Please note that your bank or credit card provider may require additional time to post the refund to your account.
## Non-Returnable Items
The following items are not eligible for return or refund unless they arrive damaged or defective:
- Products damaged due to misuse or improper handling.
- Final sale or clearance items.
- Personalized or custom-made products, if applicable.
- Gift cards, if applicable.
## Order Cancellation
Orders may be cancelled within 24 hours of purchase. Once an order has entered processing or has been shipped, it may no longer be possible to cancel it.
## International Orders
We currently primarily serve customers across the United States. If international ordering becomes available, additional return and shipping conditions may apply depending on the destination.
## Refund Approval
Refunds are issued after one or more of the following have been verified:
- Verification of the reported issue.
- Supporting photos when required.
- Confirmation of the order details.
- Supplier verification, if applicable.
## Contact Us
If you have any questions regarding returns or refunds, our support team is happy to help.
Customer Support
Support Email: support@orvellashoes.com
Contact: +1 (334) 998-2986
Return Address:
8375 Sultana Ave Unit 2
Fontana, CA 92335
United States
Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM EST
Saturday: 10:00 AM – 4:00 PM EST
Sunday: Closed
We value honesty, transparency, and customer satisfaction.
Thank you for choosing Orvella Shoes.