Returns & Exchanges
At Ortensa, your satisfaction is our priority. We want you to love every piece you receive. If something isn’t quite right, here’s everything you need to know about our return and exchange policy.
Standard Return Policy
We offer free 30-day returns for customers in the US, Canada, UK, Australia, and Germany, starting from the day the shipment is delivered or picked up in-store.
Return Requirements
- Items must be in their original condition without signs of wear or damage
- Items returned by mail must be in all original packaging (tags, box, and pouch included)
- No individual item of a set can be returned — sets must be returned complete
- Orders must be returned in the same country in which they were originally purchased
Non-Returnable Items
The following items cannot be returned:
- Engraved and monogrammed products
- Earrings used to pierce during a piercing appointment
- Gift cards
- Final sale items
Return Shipping Fees
Shipping fees are non-refundable. Return shipping fees by country:
| Country | Return Shipping Fee |
|---|---|
| Canada | Free |
| US | Free |
| Australia | Free |
| Germany | Free |
| UK | Free |
| EU | €20 |
| Rest of World | $30 |
How to Return
If You Have an Account
- Log into your Ortensa account and select “My Orders”
- Find your order and click “Return Items”
- Follow the instructions to download the return shipping label and drop off or schedule a pickup
If You Do Not Have an Account
You can create an account using the same email used to place the order, or contact our team at contact@ortensa.com for assistance.
Returning an In-Store Purchase
Please bring your order confirmation email, order card, or gift receipt to any Ortensa retail location. All items must be returned in their original packaging.
Returning a Gift
We offer store credit for returning gift orders (US, UK, Australia, and Canada only). An order number is required. Please note that orders must be returned in the same country in which they were originally purchased.
Refund Processing
Online returns will be processed within 7 business days from the time we receive your return in our warehouse. Once processed, we will send you a confirmation via email.
In-store returns are processed the same day, however it may take 5–10 business days for the funds to appear in your account.
Exchange Policy
We offer 30-day exchanges — whether you shopped online or in-store.
In-Store Exchanges
Visit any Ortensa retail location within 30 days of purchase. Please bring your order confirmation email or gift receipt.
Online Exchanges
Please note that purchases made in-store or via buy-online-pickup-in-store can only be exchanged by visiting a store. Bundles are not eligible for exchanges — they may only be returned.
Important Details:
- Exchanges must be initiated within the 30-day return window and must be shipped within 7 days of initiating the exchange
- All items must meet the same return qualifications listed in our Returns Policy
Still Need Help?
Email us at contact@ortensa.com for assistance with your return or exchange.