At Orla Kiely Home & Lifestyle, we take as much care with your shopping experience as we do in crafting our signature stem-patterned collections. Below you’ll find all the details about our shipping options and return process, designed with your convenience in mind.
Shipping Information
We ship worldwide (excluding some remote areas and parts of Asia) with the same attention to detail we apply to our Classic Stem designs.
Order Processing & Delivery Times
- Order Processing: 1-2 business days
- Standard Shipping:
- Carrier: DHL or FedEx
- Delivery: 10-15 business days after dispatch
- Cost: $12.95 USD
- Free Shipping:
- Available for orders over $50
- Carrier: EMS
- Delivery: 15-25 business days after dispatch
Please note that delivery times may vary depending on your location and customs processing. We recommend tracking your package using the carrier’s provided tracking number.
Returns & Exchanges
If your purchase doesn’t meet your expectations, we’re pleased to offer returns or exchanges within 15 days of receipt. Our policy reflects our commitment to quality, whether you’ve purchased one of our popular handbags, kitchen textiles, or homeware items.
Our Return Policy
We accept returns for most items in their original condition with tags attached, including:
- Handbags & Crossbody Bags
- Cushions & Throws
- Kitchen Textiles
- Homeware items
- Accessories
Non-Returnable Items
For quality and hygiene reasons, we cannot accept returns on:
- Bedding
- Glassware
- Leather goods (unless faulty)
- Personalized or made-to-order items
- Sale items
All items must be unused and in original packaging to qualify for return.
How to Return an Item
Our return process is as carefully considered as our Basket Bag designs:
- Request Authorization:
Email our customer service team at [email protected] with your order number and return request within 15 days of delivery.
- 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).
- 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 - 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):
- Follow the same return process above
- Include a note specifying your desired exchange item and its product code
- 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
Return Request Template
To help streamline your return process, you may use this template when contacting us:
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