FAQs

How much is postage & packing?

Please see below for delivery charges in the USA and Canada.
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

**Please note: our USA site ships within the USA and Canada only.

How long will it take for my order to arrive?

Once your order has been dispatched you will receive your UPS tracking number via email. Deliveries within the USA will depend on the distance between our warehouse in New York and the delivery address. For an approximate guide based on UPS Ground service please refer to the dropdown below:

Please note these times are estimates and may differ during busy periods.

Do I need to sign for my package?

Yes, we use UPS and all packages require a signature. If you will not be home please provide a work or other alternative address where there will be someone to receive and sign for the package.

I have received a faulty item. What should I do?

Please contact us straight away. We will collect the faulty item and arrange an exchange.

Can I return a product bought online to one of your New York or London stores?

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 also applies to faulty items.
*Please note that items marked as 'final sale' cannot be returned for a refund.

I have an enquiry about an item purchased from a stockist - who shall I contact?

Please contact the stockist directly to seek further advice regarding your purchase.

Do you offer gift wrapping?

We do not offer a gift wrapping service, however we can provide a gift card with a handwritten message if required.

Can I place an order online without an account?

Yes, once you have added all items to your shopping cart, go to the checkout and select "checkout without login".

I have set up an account online but I have not received a confirmation email. What should I do?

Please check your spam folder in the first instance. If you have not received an email to your spam folder please contact us at online@orlakiely.com

Can I sign up to the newsletter without creating an account?

Yes, please untick the ?create account? box before signing up to the newsletter.

Am I able to purchase or redeem gift vouchers online?

Unfortunately gift vouchers are not available to buy or redeem on our website.

A product I want is out of stock ? do you take backorders?

We do not take backorders for products, however please email us so that we can notify you when the item is back in stock.

Can I get wallpaper samples?

Yes. Please email your name, address and the design(s) you are interested in to online@orlakiely.com

 

I am interested in an item from a past season, am I still able to purchase it?

All the items we have available are shown on the website. We do stock a variety of past season items in our Past Season section.

Am I able to purchase fabric by the metre?

We do not sell any of our fabrics or prints, so unfortunately you would not be able to purchase these goods from any stockist, online or in store.