Returns And Exchange Policy

At ORA, every bag is carefully handcrafted with attention to detail. We want you to be satisfied with your purchase, so please review our policy below before placing an order.

Returns

Eligibility for Returns

The return request must be made within 3 days of receiving your order.

The item must be unused, in its original condition, and returned with all original packaging and tags.

You may return your order if you received the wrong item due to an error on our part.

Please note that since each bag is handmade, slight variations in texture, color, stitching, or finish are part of its unique craftsmanship and are not considered defects.

Non-Returnable Items

Customized or personalized orders are not eligible for return.

Sale or discounted items are not eligible for return.

Return Shipping

Customers are responsible for all return shipping costs.

If the return is due to an incorrect item sent by ORA, we will cover the return shipping costs.

If the return is due to an error made by the customer, such as ordering the wrong item, the customer will bear all shipping costs.

Refunds

Refund requests are reviewed on a case-by-case basis.

Approved refunds are generally issued as store credit.

A cash refund may be issued only if the ordered item is no longer available due to duplicate orders or stock unavailability, or if we delivered the wrong item and you prefer a cash refund instead of a replacement.

Refunds are processed only after the returned item has been received, inspected, and approved.

Items damaged after delivery due to customer use or handling are not eligible for a refund.

Delivery or shipping charges are non-refundable.

Exchanges

Exchanges are only available for items currently in stock.

We do not exchange an item for a pre-order product.

Customers are responsible for exchange shipping costs unless the exchange is required because we sent the wrong item.

To request an exchange, contact us through:

Instagram: @Oralagos.co

WhatsApp: 0810 836 2586

Damaged or Defective Items

If your bag arrives damaged or defective, please notify us within 2 days of delivery. We will investigate the issue and advise you on the appropriate next steps.

Handmade Product Disclaimer

Every ORA bag is handmade by skilled artisans. Slight variations in texture, color, stitching, and finishing are natural characteristics of handcrafted products. These variations enhance the uniqueness of each piece and should not be regarded as manufacturing defects.

Contact Us