Delivery & returns

Delivery information and charges

We aim to dispatch orders placed before 9am (EST), the same day. Orders received after this time will be dispatched on the next working day. Your tracking number is sent to the email address provided for the delivery address once the order has been dispatched. 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. 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. Box addresses, forwarding companies or hotel addresses.

Shipping Charges:

Country     Under $300     Over $300
USA - next day  $22 FREE - Ground service or $22 next day service
USA - 2 day service  $17 FREE - Ground service or $22 next day service
USA - ground service  $12 FREE
Canada $25 FREE

Import Duty

If your delivery address is outside of the USA, 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.

Cancellation

If you wish to cancel your order before it has been dispatched, please contact our Online Team on +(1) 212-775-8340 to amend the order.
We are unable to cancel deliveries, once the order has been dispatched until the first attempt of delivery has been made.

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 +(1) 212-775-8340 and allow us 5 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 +(1) 212-775-8340 (M-F 10am-5pm EST) or email onlineus@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 Returns
5 Mercer Street
New York
NY 10013

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 items marked as 'final sale' cannot be returned for a refund.
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. All returns will be subject to a reduced refund if merchandise is not in its original packaging, in a saleable condition.
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 +(1) 212-775-8340 or at onlineus@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.
All returns will be credited to the original credit card used at the time of purchase. Returns will be processed within 1-2 weeks of our warehouse receiving your item. Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.

Restrictions - we are unable to offer a refund or exchange on the following items once opened, unless faulty:
Items marked as 'final sale', kitchen equipment, hosiery, towels, bedding, or wallpaper. We are unable to accept mugs for return at any time.

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 +(1) 212-775-8340 (Monday to Friday 10am-5pm EST) or email onlineus@orlakiely.com