Returning an item is straightforward. Here is how to do it.
Step 1: Email us
Send an email to hello@orus.uk with the following:
- Your order number
- The item(s) you want to return
- A brief reason (optional, but it helps us improve)
Step 2: Receive your return instructions
We will reply with the return address. If the item arrived damaged, faulty or not as described, we send you a prepaid label and the return costs you nothing. If you have changed your mind, you post the item back at your own cost. Please wait for our reply before sending anything back.
Step 3: Pack and post
Pack the item securely in its original packaging if possible. For a change-of-mind return, use a tracked service and keep the receipt; for a damaged or wrong item, attach the label we sent and drop the parcel at the courier's collection point.
Step 4: Refund processed
Once we receive and inspect the returned item, we will process your refund. See refund timelines for how long this takes.
Tips
- Keep your proof of postage until your refund is confirmed
- A change-of-mind return is at your cost; a damaged, faulty or wrong item is at ours
- If your item arrived damaged or incorrect, see damaged or wrong items