Refund policy

Last updated: July 30, 2026

At Orléa, your satisfaction is our priority. If an item isn't right for you, please review our return policy below.

Return eligibility

You have 30 days from the date you receive your order to request a return, provided that:

• The item is unopened, unused, and still sealed.
• It is returned in its original packaging.
• It is not a limited edition, personalized, or final sale item (these sales are final).

Non-returnable items

For hygiene and safety reasons, we cannot accept:

• Cosmetics and skincare that have been opened, used, or unsealed.
• Personalized products.
• Gift cards.
• Limited editions.

Personal preference — such as a shade, scent, or texture that isn't what you expected — is not grounds for a return once a product has been opened. We encourage you to review shade descriptions and ingredient lists before ordering, and to reach out if you'd like guidance choosing.

Damaged or defective on arrival

If you receive an item that is damaged, broken, or has a manufacturing defect, contact us within 48 hours of delivery at contact@orleaofficial.com.

Photographs are required to process your claim: one of the outer packaging, and one of the affected product. This allows us to file a claim with the carrier where applicable.

Once confirmed, we will arrange an exchange or a full refund, including shipping, at no cost to you.

Exchange or store credit

If your return is eligible, you may:

• Request an exchange (subject to availability).
• Receive store credit valid for 12 months.
• Or, at our discretion, receive a refund.

How to return an item

1. Contact us through our contact form or at contact@orleaofficial.com with your order number, within 30 days of delivery.
2. Wait for our written approval before shipping the item back. Returns sent without prior approval may not be processed.
3. Return shipping is at the customer's expense, except where the return results from our error, a defective product, or a valid cancellation under the sections below.
4. We recommend using a tracked shipping method. We cannot be held responsible for returns lost in transit.
5. Once we receive and inspect the item, we will let you know the outcome.

If a returned item does not meet the conditions above, we will contact you and may return it to you at your expense.

Refund timeline

If your return is approved, your refund will be issued to your original payment method within 7 to 10 business days. Where a refund follows a valid cancellation under Quebec law, it will be issued no later than 15 days following the cancellation.

Original shipping charges are non-refundable, except where the return results from our error or a defective product.

Your rights under Quebec law

Nothing in this policy limits the rights you hold under the Consumer Protection Act (Quebec). All products sold are covered by the legal warranty, which applies regardless of this policy: a product must be fit for its intended use and last a reasonable length of time.

If your order has not been delivered within 30 days of the agreed delivery date — or of the purchase date, where no date was given — you may cancel it and receive a full refund within 15 days, at no cost to you.