At Orla Kiely Home & Lifestyle, we take as much care with your satisfaction as we do in crafting our signature stem-patterned collections. If your purchase doesn’t meet your expectations, we’re pleased to offer returns or exchanges within 15 days of receipt.

Our Return Policy

We accept returns for most items in their original condition with tags attached, including our popular handbags, cushions & throws, kitchen textiles, and homeware. Please note:

  • Items must be unused and in original packaging
  • Personalized or made-to-order items cannot be returned
  • For hygiene reasons, we cannot accept returns on bedding, glassware, and leather goods unless faulty

How to Return an Item

  1. Request Authorization: Email our customer service team at [email protected] with your order number and return request within 15 days of delivery.
  2. Package Your Item: Securely pack the item in its original packaging, including all tags and protective wrapping (as carefully as we package our glassware collections).
  3. Ship Your Return: Send the package to our Virginia Beach headquarters using a trackable shipping method:
    Orla Kiely Home & Lifestyle
    Returns Department
    368 Pinchelone Street
    Virginia Beach, US 23464
  4. Receive Refund: Once we receive and inspect your return, we’ll process your refund within 5 business days.

Exchange Process

To exchange an item for another size, color, or product from our collections (such as exchanging a Basket Bag for a Crossbody Bag):

  1. Follow the same return process above
  2. Include a note specifying your desired exchange item and its product code
  3. We’ll ship your new item once we receive the return (additional shipping charges may apply)

Refund Information

Refunds will be issued to your original payment method with the same attention to detail we apply to our Classic Stem designs:

  • Processing time: 5 business days after we receive your return
  • Original shipping fees are non-refundable
  • For international returns, customs/duties fees are non-refundable
  • Sale items are final and cannot be returned

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear Orla Kiely Customer Service,

I would like to request a return/exchange for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name]
Product Code: [If known]
Reason for Return: [Reason]

For exchanges, I would like:
[New Product Name & Code]

Please confirm the return authorization and provide any additional instructions.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]

Damaged or Faulty Items

If you receive a damaged item (like our carefully crafted Footstools or Kitchen Storage products), please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund with the same efficiency we apply to our ethical “Bags for Good” production.

Thank you for choosing Orla Kiely Home & Lifestyle. We appreciate your trust in our products as much as we value the craftsmanship in every piece we create.

The Orla Kiely Team