At Orsella, every handbag is carefully inspected and quality checked before dispatch. We are committed to delivering products in perfect condition. Please read our policy carefully before placing your order.

To request a return or exchange, please contact our Customer Support Team within the applicable return window through contact us page or via the WhatsApp floating chat icon available on our website.

Customer Support Hours:
Monday – Friday | 10:00 AM – 6:00 PM (IST)

Please include:
• Your Order Number
• Reason for the return or exchange
• Clear photographs of the product
• An unboxing video (recommended for damaged, defective, or incorrect products to help us verify the issue faster)

Our team will review your request and guide you through the next steps if your request is eligible under this policy.

For returns requested due to customer preference (including change of mind, colour preference, or ordering by mistake):

•A ₹199 Reverse Pickup & Processing Fee will be deducted from the refund amount.

•Any shipping charges paid during checkout are non-refundable.

•The remaining eligible amount will be refunded after the returned product passes our quality inspection.

A ₹149 Cash on Delivery (COD) Handling Fee is applicable on all COD orders.

For returns requested due to customer preference:

• A ₹199 Reverse Pickup & Processing Fee will be deducted.

• The ₹149 COD Handling Fee is non-refundable.

• Any shipping charges paid during checkout are non-refundable.

The remaining eligible amount will be refunded after the returned product passes our quality inspection.

Approved refunds for COD orders will be processed either as Store Credit or via bank transfer to the bank account provided by the customer.

If you receive:

• A damaged product

• A manufacturing defect

• An incorrect product

• Any item with a packing or fulfilment error on Orsella's part

please contact us within 48 hours of delivery with your order number, clear photographs, and, if available, an unboxing video to help us verify the issue quickly.

Once verified, Orsella will arrange a replacement or a full refund at no additional cost.

Returns, exchanges, or refunds will not be accepted for:

• Products showing signs of use.

• Products returned without their original packaging, tags, dust bag, or accessories.

• Damage caused after delivery.

• Customer preference return requests raised after 7 calendar days of delivery.

• Damage, defect, or incorrect product claims reported after 48 hours of delivery.

• Minor colour variations due to screen settings or lighting.

• Natural variations in texture, grain, or finish that are characteristic of the materials used.

Exchanges are subject to stock availability.

If the requested replacement product is unavailable, an eligible refund will be processed in accordance with this policy.

• Refunds are initiated only after the returned product has been received and successfully passes our quality inspection.

• For prepaid orders, refunds will be credited to the original payment method.

• For COD orders, approved refunds will be processed either as Store Credit or via bank transfer to the bank account provided by the customer.

• Approved refunds are generally processed within 5–10 business days after approval. The time taken for the amount to reflect depends on your bank or payment provider.

Orders may be cancelled only before they are dispatched. Once an order has been shipped, it cannot be cancelled and will be governed by this Return, Exchange & Refund Policy.

Orsella reserves the right to refuse any return, exchange, refund, or cancellation request if the product does not meet the eligibility criteria or if misuse, excessive returns, or fraudulent activity is suspected.