Refund policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, as well as reason for the returns.

To start a return, you can contact us at info@ortuseo.com and will will be happy to help you start your return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for shipping item(s) back to us as we do not provide return labels. All clothing, jewelry, and accessories are final sale.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. There is no cost when the item is damaged upon arrival then there will be no cost for return shipping.

Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (such as special orders or personalized items). In addition to that, we cannot accept returns on sale items or gift cards.Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Order Changes

If you need to change or cancel an order, you must notify us within 24 hours of placing the order.

Lost Packages

If an order is marked as delivered, but the buyer didn't receive it, it is the buyer's responsibility to contact USPS to find the package.