Refund policy

Returns Policy

Each Orzu piece is handmade using vintage suzani textiles. Every bag is one of a kind, with natural variations, markings, and signs of its past. We encourage mindful purchasing and are always happy to answer questions before an order is placed.

UK Returns

Return requests must be made within 5 days of delivery.

Returned items must:

  • Be unused, unworn, and in original condition

  • Be sent back and received within 14 days of delivery

Return shipping costs are the responsibility of the customer. Original shipping fees are non-refundable.

Once your return is received and inspected, a refund will be issued to the original payment method.

International Returns

International customers must request a return within 5 days of delivery.

Returned items must be received within 14 days of delivery.

Customers are responsible for:

  • Return shipping costs

  • Any customs duties, taxes, or handling fees

Original shipping costs, customs charges, and taxes are non-refundable.

Vintage and Handmade Disclaimer

Due to the vintage and handcrafted nature of Orzu products:

  • Variations in colour, embroidery, fabric texture, pen marks, or irregularities are expected

  • These characteristics are part of the story and design of each piece

  • They are not considered defects and do not qualify for a return

Please review all product images and descriptions carefully before purchasing.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with your order number and clear photos. We will assess the issue and work with you to find a suitable resolution.

Non-Returnable Items

  • Items that have been worn, used, or altered

  • Return requests made after the 5 day window

  • Returns received after 14 days from delivery

How to Request a Return

To request a return, please email:
orzucollective@gmail.com

Include your order number and reason for the return.