Return & Exchange Policy

We want you to love your purchase. If something isn't quite right, we're here to help.

Eligibility Period

You may request an exchange within 14 days of receiving your order for a change of size, subject to the conditions below.

For faulty, damaged or incorrectly supplied items, your rights under Australian Consumer Law apply. These rights are separate from our change-of-mind exchange policy.

Conditions for Exchanges

To be eligible for a change-of-size exchange:

• Items must be unworn, unwashed and in their original condition.

• All original tags must remain attached.

• Items must be returned in their original packaging, where applicable.

• Items must be returned within 14 days of delivery.

Items showing signs of wear, makeup stains, perfume or damage caused after delivery may not be eligible for a change-of-size exchange.

Items Excluded from Change-of-Mind Exchanges

We do not offer change-of-mind exchanges for:

• Items marked as “Final Sale”.

• Intimates, bodysuits and swimwear for hygiene reasons.

• Gift cards.

These exclusions do not affect your rights under Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Exchanges

We offer exchanges for a different size, subject to availability.

If your preferred size is unavailable, please contact us to discuss the available options.

Change-of-size exchanges are subject to the 14-day eligibility period and the conditions outlined above. Exchanges for faulty, damaged or incorrectly supplied items will be handled in accordance with Australian Consumer Law.

Return Shipping

For change-of-size exchanges, return shipping costs are the customer's responsibility unless otherwise agreed.

We recommend using a tracked postal service so you can monitor your return.

If an item is faulty, damaged or incorrectly supplied, please contact us before sending it back so we can provide instructions and explain the applicable return arrangements.

Refunds

We do not offer refunds for change-of-mind purchases. However, this does not affect your rights under Australian Consumer Law.

If an item has a fault or does not meet the consumer guarantees, you may be entitled to a repair, replacement or refund, depending on the circumstances and the remedies required by law.

Where a refund is applicable, it will be processed in accordance with Australian Consumer Law. Once an approved return has been received and assessed, we aim to process the refund to the original payment method within 5–7 business days.

Any applicable shipping costs or other remedies will be handled in accordance with Australian Consumer Law.

How to Request an Exchange or Return

Email info@orlenaofficial.com.au with your order number and the reason for your request.

Please include relevant photos if your item is faulty or damaged.

We will provide the next steps, including return instructions and the return address. Please wait for our instructions before sending your item back.

Once we receive and assess the item, we will contact you about the outcome and any applicable exchange or refund.

Need Help?

If you have any questions, please email info@orlenaofficial.com.au or contact us through our website's contact form.

We are happy to help.