You start a return from your order. There is nothing to email.
Step 1: Open the order
Sign in, go to Orders and open the order, on orus.uk or in the ORUS app. Each parcel shows Return items and Report a problem. If a parcel cannot be returned today, it says why.
Step 2: Choose what and why
Pick the items and the reason.
- I changed my mind: the return is approved straight away. You post it to the brand that sold it, at the address the order shows you, with a tracked service. Where we can offer one for your address, you can instead buy a prepaid label from us; its cost comes off your refund.
- Faulty, damaged, wrong or not as described: add a photo and a sentence. The brand has 2 working days to accept; if it does not answer, the return is accepted automatically. We send a prepaid label where we can; otherwise you post it and the postage you paid (up to £15.00) is refunded with the item.
Step 3: Post it and add the tracking
Write "Return for order #" and your order number on a note inside. Then add the tracking number on the order. That starts the brand's clock.
Step 4: Your refund
The brand refunds you within 3 working days of the parcel arriving, or within 10 working days of your tracking where the carrier does not tell us it arrived. If it does neither, we refund you automatically. See refund timelines.
Tips
- Keep your proof of postage until the refund arrives
- Some health and hygiene products, such as food, supplements, cosmetics and toiletries, can be returned for a change of mind only while still sealed; the order tells you which, and an opened one can still come back if faulty
- If an item arrived damaged or wrong, see damaged or wrong items