Returns
We want you and your kids to be completely delighted with your purchase. If you are not 100% satisfied for any reason, you may return the item(s) for a refund of the purchase price. Simply return it within 90 days of the date of purchase. Once we have received and processed your return, you will receive a refund by the same method as you paid. Orbist.co.uk offers a free returns service via Evri for all UK returns.
Please make an informed decision on the correct size to order by using our Size Guide before ordering.
Returning your Orbist merchandise is easy. We’ve worked hard to ensure this process is as seamless as possible. Please note that return merchandise should be unused, unworn, undamaged, and in its original packaging with all its original tags. If the product is worn or dirty and needs to be refurbished your return may be subject to an additional 25% restocking fee.
RETURN REQUEST INSTRUCTION
- Please login into your My Account, click "Orders", follow the Order you would like to proceed with a return, click "Return items?", from the drop-down menu choose "Qty To Return" for each item you are returning, "Return Reason", "Return Action", alternatively add "Comments", and then click "Submit Return Request".
- We will respond within 24 hours and provide you with the shipping return label via email or web link.
- You can contact us via email at support@orbist.co.uk before returning the shipment if you need clarification on the Return process, condition of the product or its packaging.
HOW TO RETURN BY MAIL
- Prepare your package with care.
- After you submit the return request, the return shipping label will be provided to you by email or web link within 24 hours. Please print it out and attach the prepaid return shipping label to the outside of the return package.
- Place a copy of the Packing List (or Invoice) inside the return package. Pack and seal the product securely. If you are reusing a shipping box, be sure to remove old shipping labels or cover up old addresses and bar codes.
- Important: Please avoid space in the shipping box. If you are returning part of your order, please make sure you use a smaller shipping box to avoid space. If required, please use a "void fill" like recycling paper, bubble wrap, air pillows, etc to close up the free space in the shipping box. The space in the shipping box may damage the shoe during the shipment.
- The returned item(s) should be dropped off at any Evri post location.
- Please note and keep the return tracking number until your account is credited.
- Once returned item is received, and your return is approved, a refund, will be issued the same day on unworn, unused and undamaged merchandise.
- You must return the goods to us in the same condition in which you received them and at your own risk. You have legal obligation to take reasonable care of goods while they are in your possession.
- The sooner you return your items, the sooner you will receive a refund.
REFUNDS
We will do everything we can to take care of your return quickly.
Once your return is received, approved and processed, your purchase will be credited in 7 days to your initial form of payment for the product price.
The delivery charges are only refunded if a product in order is found to be faulty. Otherwise, we do not refund delivery charges when orders are returned. (Valid for the purchases after April 7, 2022.)
Returns/refunds are processed in 7 days that we receive your returned items. Allow one billing cycle for the credit to appear on your statement. Refunds can only be posted to the payment method used to make the purchase, not to a different payment method. If you are returning an item you received as a gift, the refund will be credited to the original form of payment used for the purchase.
INFORMING THE CUSTOMER (UNREGISTERED OR INCORRECT E-MAIL) ABOUT THE RETURN PROCESS
When shopping as a guest on the Orbist website and needing to return a product, you can easily complete this process by following the steps below:
Step 1: Creating a Return Request
When you wish to return a product, send an email to support@orbist.co.uk. When creating your return request, please include the following information: Your order number Your name Your contact information The reason for the return
Step 2: Return Confirmation
Once your return request is evaluated, you will receive a confirmation email. When your return request is approved, you will be provided with instructions regarding the return process.
Step 3: Product Return and Return Label
Prepare the product in its original packaging and in an undamaged condition. Print and attach the return label sent to you onto the product. Send the return through the shipping company and keep the return tracking number.
Step 4: Completing the Return Process
Once we receive your product, the return process will be initiated. We will keep you informed about the progress of your return process.
If you need more information or assistance, you can send an email to support@orbist.co.uk or contact our customer service team.
SALE PROMO "Buy 2 Get 20%, Buy 3 Get 30%, Buy 4 Get 40%"
When part of the "Buy 2 Get 20%, Buy 3 Get 30%, Buy 4 Get 40%" promo order returned, the unreturned promo items’ total price will be recalculated either at the original price or at the lowest promo threshold (whichever applicable at time of return). If there is only one unreturned promo item left in the order, the total price of that item will be recalculated at the full price. For more details, please refer to Sale Promo terms.
EXCHANGES
We are sorry to hear that your order didn’t work out. Unfortunately, we do not do direct exchanges, however, we recommend placing a new order for a replacement item. Our inventory changes often and select sizes and colors may sell out quickly.
- To receive your order as quickly as possible, place a new order on Orbist.co.uk
- Then follow our return instructions to send back the original item for a refund
CANCELLING ORDERS
If you would like to cancel your order, please contact us as soon as possible after placing your order. Orders can only be cancelled by contacting Customer Service via email at support@orbist.co.uk. If the order has passed through our system for shipment, you will then have to return the merchandise for a refund.
Occasionally an item sells out and we may need to cancel your order. If for any reason your item is unavailable, we will notify you by email and your credit card will not be charged.
FOR WRONG ITEMS SHIPPED
If we have made an error with your order please send us an email at support@orbist.co.uk and we will take care of it. You can ship item(s) back to us and we will provide a full refund through a payment method you had used to order Orbist shoes. We will take care of the shipping charges for the return and ensure a replacement is shipped out to you free of charge. As with any returns, merchandise should be unused, unworn, undamaged, in its original packaging with all its original tags, and done within 90 days of the date of purchase.
NON-RETURNABLE & NON-REFUNDABLE ITEMS
No refunds, credits and returns on the following:
- Free items that were awarded as part of any Orbist promotions
- Gift Certificates/eGift Cards/Store Credits
SHIPPING DAMAGE
If you receive an item that was damaged during shipment, please refuse to accept the parcel and send us an email at support@orbist.co.uk. Please have your order number, item number and tracking number from your original confirmation email ready. If you are out at the time of delivery and it is left according to your instructions and you find it to be damaged, please send us an email and we will follow up with instructions.
MANUFACTURER DEFECT & WARRANTY
We stand behind our product and our products are guaranteed against defects within 6 months of purchase. If the item has a manufacturer defect please attach an image (or images) with your order number and email us at support@orbist.co.uk. A manufacturing defect is a flaw in the construction of the item that affects appearance or function and that is not due to normal wear or tear. If a member of our quality inspection team finds returned product defective, we will take care of the shipping charges for the return and ensure a replacement (refund or online store credit) is shipped out to you free of charge. For more details, please refer to our Warranty Policy.
SIZING
For the best fit, we highly recommend before placing an order to check out our parent-friendly Sizing Guide. If you are unsure of the size, we also recommend that you contact one of our fitting gurus at support@orbist.co.uk as we will work with you to ascertain that the proper size is selected before shipping.
Want to know about Shipping? Check out our Shipping Policy
Still having questions about Returns? CONTACT US