Returns
We want you and your children to be completely satisfied with your purchase. In addition to your statutory rights, Orbist offers a voluntary 90-day returns policy for eligible items, starting from the date of purchase. We also offer free UK returns via Evri. Our voluntary returns policy does not limit or replace your statutory rights, including your right to cancel an eligible online order within 14 days after receiving it.
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 have worked hard to make the process as straightforward as possible. Returned items should be unworn, undamaged and, where possible, in their original packaging with the original tags attached.
You may handle and inspect the goods in the same way that you would in a shop. If handling beyond what is necessary to establish the nature, characteristics and fit of the goods causes a reduction in their value, we may make an appropriate deduction from the refund. We do not charge a fixed restocking fee. This does not affect your statutory rights.
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 we receive and approve your return, we will issue your refund within 7 days to the original payment method.
- 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 aim to process refunds within 7 days after receiving and inspecting the returned goods. If you exercise your statutory right to cancel, we will issue the refund no later than 14 days after we receive the goods back or after you provide evidence that you have returned them, whichever is earlier.
Where the statutory right to cancel applies, your refund will include the price paid for the goods and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service will not normally be refunded.
If an item is faulty, damaged or incorrectly supplied, we will also refund the applicable delivery and reasonable return costs.
Refunds will be made using the same payment method used for the original purchase, unless expressly agreed otherwise, and you will not be charged a refund fee. Your bank or payment provider may require additional time for the credit to appear on your statement.
We may make an appropriate deduction if the value of the goods has been reduced because they were handled beyond what is necessary to establish their nature, characteristics and fit. This does not affect your statutory rights.
If you return an item received as a gift, the refund will normally be issued to the original purchaser using the original payment method.
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.
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 AND YOUR STATUTORY RIGHT TO CANCEL
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@orbist.co.uk. We will try to stop the shipment, although this may not always be possible.
In addition to our 90-day returns policy, UK consumers normally have a legal right to cancel an online order without giving a reason. The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the goods.
To exercise this right, you must inform us of your decision to cancel before the 14-day cancellation period expires. You may email support@orbist.co.uk, submit a return request through My Account, or use the model cancellation form below. You do not have to use the form.
After notifying us that you wish to cancel, you must return the goods within 14 days. Please request your free UK Evri return label before sending the goods. Do not send returned goods to our registered office unless we specifically instruct you to do so.
We may withhold the refund until we have received the goods or you provide evidence that you have returned them, whichever occurs first. Your statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied goods are not affected.
Occasionally an item may become unavailable and we may need to cancel your order. If this happens, we will notify you and refund any payment taken using the original payment method.
MODEL CANCELLATION FORM
Complete and return this form only if you wish to cancel the contract:
To: Orbist Ltd, 284 Chase Road, A Block, 2nd Floor, London, England, N14 6HF
Email: support@orbist.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order number:
Goods ordered:
Ordered on / received on:
Name of customer(s):
Address of customer(s):
Signature of customer(s) — only if this form is submitted on paper:
Date:
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