Delivery & returns

Delivery information and charges

We aim to despatch orders placed before 12pm, the same day (Please Note: this may differ at busy times such as sale times and Christmas). Orders received after this time will be despatched on the next working day. Your tracking number is sent to the email address provided for the delivery address once the order has been despatched. All deliveries are made with a courier and require a signature. It may be more convenient to you to provide a work address to ensure your order can be delivered when scheduled. 

The courier delivers Monday to Friday 8am - 6pm only.

Delivery Charges

Country    Under £50    Over £50    Over £200
UK £4.00 £8.00 Free
Ireland £4.00 £8.00 Free
Europe £16.00 £16.00 Free
ROW £31.00 £31.00 Free

**We do not ship to the Channel Islands. 
Once your order has been despatched you will receive your UPS tracking number via email. Deliveries within the UK usually arrive within 1-2 working days of despatch. Deliveries to Ireland and Europe can take 3-5 working days and international orders can take 5-7 working days from despatch. Please note these times are estimates and may differ during busy periods.
If nobody is available to sign for the delivery when it arrives at the agreed delivery address, then the courier will leave a calling card detailing how to arrange a re-delivery. If re-delivery is attempted without success on two further occasions, the goods will be returned to the Online Department and your order will be cancelled.
As a signature is needed to confirm delivery we are unable to deliver to P. O. Boxes or BPFO addresses. We do not ship to hotel or forwarding company addresses.

Import Duty

If your delivery address is outside of the UK, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Orla Kiely cannot be held responsible for these charges.
If you wish to find out more information please contact your local Customs and Excise office.
**International shipments may be subject to cross-border inspections by customs authorities. This may cause a delay in delivery. 
**The following items have delivery restrictions: 
Chocolates, Ceramics, Perfume and Lampshades.
Please check particular items for specific information.

Sale

Sale continues whilst stocks last. Items are subject to availability.
A maximum order of 5 of the same Orla Kiely product may be made by any one person.   Sale items are restricted to 2 of the same Orla Kiely product per customer.
Please note that regrettably, during the sale period, dust bags are not provided with our Etc products.

Cancellations

If you wish to cancel your order before it has been despatched, please contact our Online Team on +44 (0) 20 7720 1117 to cancel the order.
We are unable to cancel deliveries once the order has been despatched until the first attempt of delivery has been made.
Please note that we will not be able to edit or add to any product information on orders placed online. Address amendments can be made only. Existing orders will need to be cancelled and we kindly ask that a new order is placed online for the new item.

Delivery Exceptions

On rare occasions parcels may go missing, if for any reason you have not received your parcel within 14 days of ordering, please call us on +44 (0) 20 7720 1117 and allow us 5-8 working days for us to carry out the investigation.

Please note:

By placing an order on the Orla Kiely website, you agree to abide by our terms and conditions which we would kindly ask you to read in full here.


If you have any queries regarding delivery please call +44 (0)20 7720 1117  between the hours of 10am-4pm, or email
online@orlakiely.com

Returns

We understand that you may occasionally want to return items that are not suitable. If you are not satisfied with a product purchased from our online store, please return the goods within 14 days to:
 

Returns Department
Orla Kiely
Unit 5002
Self Storage Centre
Ingate Place
London
SW8 3NS
 

Items purchased online cannot be returned to our Flagship stores or any of our stockists. Likewise, items purchased in store, MUST be returned to the store of purchase. This applies to faulty items also. (Please note that our Flagship stores do not issue refunds, but exchanges or credit notes only.)

Items will be refunded providing that you do not use the item; it is in the same condition and full packaging as when you first bought it, complete with dust bag (if provided); and that you have taken reasonable care to ensure that any item is returned to us safely and not damaged in transit.

Unfortunately, shipping costs and/or import duties are non refundable and we are not held responsible for returns that do not reach us. In the event of the goods being faulty however, we would advise customers to contact us on +44 (0) 20 7720 1117 or at online@orlakiely.com as soon as possible. We will arrange for a collection of these products.

Please use the returns slip provided and send the parcel via a signed for service, please keep receipt for proof of postage. Please check carefully before returning any item.

Restrictions - we are unable to offer a refund on the following items once opened, unless faulty:
food items, fragrance and body care items, hosiery, kitchen equipment, towels, bedding, or wallpaper. We are unable to accept mugs for return at any time.

Please note that we are no longer able to offer exchanges. If you would like to receive another item your return will be refunded and we kindly ask that a new order is placed online for the new item.

Exceptions

Any returned item that is received by us more than 14 days after the date of purchase will be not be accepted.

Cancellations

We may cancel an order at any time before delivery.

Sale

Sale continues whilst stocks last. Items are subject to availability.
 

If you have any queries regarding returns please call +44 (0)20 7720 1117  between the hours of 10am-5pm, or email online@orlakiely.com