Once we receive your returned item, here is what happens next.

Processing time

We aim to inspect and process all returns within 3 business days of receiving them. You will receive an email confirmation once your refund has been issued.

When the money arrives

Refunds are returned to your original payment method. The time it takes to appear in your account depends on your payment provider:

  • Credit or debit card: 5 to 10 business days
  • Apple Pay / Google Pay: 3 to 5 business days
  • Shop Pay: 3 to 5 business days

If your refund has not appeared after 10 business days, contact your bank or payment provider first. If they cannot help, email hello@orus.uk with your order number.

Partial refunds

If you are returning only some items from an order, we will refund the value of the returned items. The original shipping cost (if any) is only refunded if the entire order is returned.

ORUS credit

If you paid using ORUS credit at checkout, the credit amount will be restored to your account balance when the refund is processed.