Last updated: November 4, 2026

Every ORELLA piece is personalized and made to order with the name, initials or letters you choose. This page explains what you can change, what we cover and how to reach us if something is not right.

1. Personalized pieces

Because personalized pieces are made specifically for you, they are excluded from the right of withdrawal (Article L221-28 3° of the French Consumer Code and Article 16(c) of EU Directive 2011/83). They cannot be returned, exchanged or refunded for a change of mind, a change of size or length, or a spelling mistake in the personalization you entered. Please check your personalization, size and length carefully before ordering.

2. Changing or cancelling your order

Production starts quickly. You can cancel your order, or correct your personalization, size or address, within 12 hours of ordering, as long as production has not started. Reply to your order confirmation email or write to contact@orella.fr with your order number. After that, your piece is being made and the order can no longer be changed or cancelled.

3. Damaged, defective or incorrect items

If your jewelry arrives damaged, defective or different from your order (wrong name, finish, length or size because of an error on our side):

  • write to contact@orella.fr within 14 days of delivery;
  • include your order number and a clear photo of the piece;
  • once confirmed, we send you a free replacement. If a replacement is not possible, we refund you in full to your original payment method.

You do not need to send the item back unless we ask you to, in which case we pay the return shipping.

4. 12-month ORELLA warranty

Every piece is covered for 12 months from delivery against manufacturing defects: faulty clasp, broken chain or link, engraving defect, stone coming loose. If a covered defect appears, we send you one free replacement. To make a claim, write to contact@orella.fr with your order number and a clear photo.

The warranty does not cover normal wear, scratches, dents, knocks, loss, theft, contact with water, perfume, creams or chemicals, or repairs made by a third party.

5. Legal guarantees

In addition to the ORELLA warranty, you benefit from the legal guarantee of conformity (Articles L217-3 and following of the French Consumer Code, 2 years from delivery) and the guarantee against hidden defects (Articles 1641 and following of the French Civil Code).

6. Lost parcels and delivery issues

  • If the carrier confirms that your parcel is lost, we send you a free replacement.
  • If your tracking shows "delivered" but you have not received your parcel, contact us within 7 days so we can open an investigation with the carrier.
  • A parcel returned or lost because of an incomplete or incorrect address can be reshipped at your expense.

7. Refunds

Approved refunds are made to your original payment method within 14 days of our confirmation. Depending on your bank, it may take a few more days to appear on your account.

8. Contact

ORELLA · 8 Impasse Simone de Beauvoir, 31200 Toulouse, France
Email: contact@orella.fr · Phone: +33 7 58 14 10 57
Please always include your order number. We reply within 48 hours on business days.