Returns & Refunds

This page explains how to return a piece, how refunds work, what our hygiene conditions mean for swimwear, and the rights you have by law. Our policy adds to your legal rights; it never replaces them.

Returns within 30 days

You can return any unworn item within 30 days of delivery for a refund to your original payment method. Items must be unworn and unwashed, with the original tags attached and — for swimwear — the hygiene liner in place.

Swimwear hygiene conditions

Every bikini bottom and one-piece ships with a hygiene liner. Please try swimwear on over your underwear, with the liner in place and the tags still attached, the way you would in a shop changing room.

• We cannot accept a change-of-mind return of swimwear that has been worn in water, has the hygiene liner removed, or shows make-up, sunscreen, deodorant or other marks of wear.
• If you are a consumer in the EU, the UK or Norway, you keep your statutory right of withdrawal (below) for swimwear too. If an item comes back handled more than was needed to check its nature, characteristics and fit, we may reduce your refund by the loss in value.
• These conditions never apply to faulty items.

Right of withdrawal (EU, UK and Norway)

If you are a consumer in the European Union, the United Kingdom or Norway, you have the right to withdraw from your contract within 14 days without giving any reason. The withdrawal period ends 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. Where you order several items that are delivered separately, it ends 14 days after you receive the last item.

To exercise the right of withdrawal, you must inform us — PRINCESS POLLY ONLINE PTY LTD (trading as ORBAVIE), QLD 4220, Australia, email support@orbavie.shop, phone +61 431 092 217 — of your decision by a clear statement. The quickest way is our online form: Withdraw from contract here. You can also use the model withdrawal form below, but you do not have to. To meet the deadline, it is enough that you send your notice before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and at the latest within 14 days from the day on which we are informed of your decision. We use the same means of payment as you used for the original transaction unless you have expressly agreed otherwise; you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you tell us about your withdrawal. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model withdrawal form

Faulty or wrong items

If a piece arrives faulty, damaged or different from what you ordered — or develops a fault such as a cracked or loose ring under normal use — please email us with your order number and a photo. We will repair, replace or refund it and cover the cost of sending it back. Hygiene conditions do not apply to faulty items.

Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Customers in the EU, the UK and elsewhere also keep the statutory warranty rights of their country (in the EU, at least two years from delivery for lack of conformity).

How to return an item

1. Email support@orbavie.shop with your order number and the items you are returning — or, if you are withdrawing from the contract, use Withdraw from contract here.
2. We reply within two business days with the return address and instructions. Please do not send items to our registered office.
3. Pack the items securely, with the tags and hygiene liners, and send them with a tracked service. Keep your proof of postage.
4. We refund as soon as the return arrives and is checked, and email you when the refund is issued. Your bank may take a few days to show it.

For change-of-mind returns, you pay the cost of sending the item back; the original delivery cost is refunded if you return the whole order. For faulty or wrong items, we cover all postage.

Exchanges

We do not swap items directly. Return the piece for a refund and place a new order for the size or colour you want — that way the new piece is reserved for you straight away.

Cancelling an order

You can cancel an order free of charge until it is dispatched: email us with your order number as soon as possible. Once it has shipped, please follow the return steps above.