The Studio Guide (FAQ)

Welcome to our design studio, a place where time flows differently, free from the speed and rush of the outside world.

Beyond an ordinary shopping experience, this is a space where traditional craftsmanship meets a modern, flawless aesthetic, and where every detail is designed to preserve your tranquility. When you order an Orlea design, you do not simply acquire a garment. In a fast, transient world, what you truly possess is a patiently crafted value, uniquely and entirely yours.

We have compiled the entire journey of this unique creation below—from its production rituals to its arrival at your door—with utmost transparency to leave no questions in your mind. As the first step of your flawless experience, we invite you to discover the quiet rules of our atelier.

SHOPPING AND ORDERING RITUAL

How can I contact you regarding my order processes or personal requests?

For your questions, custom measurement requests, or order updates, you can reach us via our email address at hello@theorlea.com or by sending a direct message (DM) to our Instagram account @theorlea. To maintain our boutique service quality, we respond to all messages within 24 hours at the latest.

If you are undecided about sizing or have a request for personalized production based on your exact measurements, you can contact us via our hello@theorlea.com email address or our @theorlea (DM) account on Instagram. However, we would like to remind you that this service is not for creating a new design from scratch, but only for adapting existing Orlea models to your body measurements. While the legal right of return is valid for standard-sized (S, M, L, etc.) made-to-order products; please keep in mind that customized (custom-made) pieces produced to your own measurements, modified, or altered have no right of return.

No, due to the made-to-order nature of our atelier, items are only secured in your name and included in the production schedule after the payment process is successfully completed.

No, this is the nature and the silent signature of handcraftsmanship. Digital screen calibrations, yarn dye lots, or hand-tension related organic measurement variations depending on the item’s size (e.g., 1-3 cm in fitted pieces, up to 5-8 cm in wide outerwear or accessories such as scarves/shawls) are not considered production defects.

Since all our pieces are made to order, our standard handcrafting time is 1-3 weeks. However, we may keep a small stock of our iconic models; if you have an urgent date, you can send us a message, and we will gladly try to assist you.

Because your orders are promptly placed into the production schedule, we can only accept cancellation requests within the first 24 hours of placing the order. For orders that have entered the production phase or have been handed over to the courier, the process cannot be technically halted, and direct cancellation is not possible; however, you can easily initiate a return within 14 days of receiving your item and place a new order whenever you like. Custom-made or personalized items are legally excluded from the right of withdrawal.

Yes, every Orlea design arrives in our brand’s signature premium boxes with a meticulous packaging ritual. If your order is a gift, you can write the message you wish to convey in the notes section during checkout; your message will be handwritten on a special card and elegantly added to your package.

DELIVERY PROCESS

When will my order be shipped?

The handcrafting (preparation) time required for your made-to-order item to leave our atelier ranges from 1 to 3 weeks. You can check the production times on the product listing pages.

Our shipping processes are organized in the fastest and safest way based on your location:

  • Domestic Deliveries (Turkey): We offer a free shipping privilege as standard for all our deliveries within the country via our esteemed logistics partners. Once handed over to the courier, your package typically arrives at your address within 2 to 4 business days.
  • International Deliveries (Standard Regions): We provide a free express shipping service via internationally esteemed logistics partners such as UPS, DHL, or FedEx for all orders of 350 USD and above to standard logistics network areas like central locations in Europe, Canada, and the United States. For orders below this amount, the shipping fee is dynamically calculated at checkout based on your country. Once your package is on its way, the transit delivery time generally takes 2 to 8 business days.
  • International Deliveries (Remote Regions and Islands): In locations outside the main routes of global shipping companies, shipping costs are calculated automatically by our system. Transit delivery times can vary between 3 to 10 business days depending on customs and transfer processes.

When your item is handed over to the courier, a tracking link will be sent to your e-mail address, allowing you to track your package in real-time.

We can accommodate address changes as long as your order has not yet left our atelier and been handed over to the courier; please contact us without delay.

All our shipments to the USA are made under DDP (Delivered Duty Paid) terms; this means all customs and import costs for your US orders are covered by our brand, and no additional fees will appear at your door. All our international shipments outside the USA are made under DAP (Delivered at Place) terms. This means any potential VAT, customs duties, or local import charges that may arise when the package reaches the destination country are solely the buyer’s responsibility.

Yes, for international shipments, it is possible for your package to undergo routine inspection by local customs authorities in the destination country. As this process depends entirely on your country’s customs policies, any potential customs waiting times are not included in our standard delivery times.

Orlea cannot be held responsible for shipping delays caused by force majeure completely beyond our control, such as global logistics crises, natural disasters, or courier/customs strikes. The stated delivery times are estimates, and mandatory delays due to such external factors do not incur an obligation for direct refunds or order cancellations for our brand.

  • For international orders: If a package is returned to our atelier because a Non-US buyer (DAP) refused to pay destination customs duties, or if a buyer arbitrarily refuses delivery, the original shipping cost, the return freight expenses to Turkey, and any incurred/pre-paid customs duties will be entirely deducted from the customer’s total refund amount. If the total amount of these deductions is equal to or more than the order price, no balance refund will be made to the buyer, and the Seller reserves the right to abandon (destroy) the package at customs. 

    For domestic orders within Turkey, the return of an unclaimed package is legally treated as an exercise of the right of withdrawal, and no shipping fee deductions are applied.

It is very important to us that this unique design, handcrafted for you over weeks, reaches you safely. Unfortunately, international shipping companies do not offer compensation for loss or theft for packages officially documented as “Delivered” to the correct address in the tracking system. Under other circumstances, as delivery is officially confirmed, our atelier cannot issue direct refunds. However, we never leave you alone in this concerning process. If you encounter such a situation, please inform us within 5 days at the latest; we will gladly initiate an official investigation with the shipping company on your behalf and closely monitor the entire process to ensure you safely reunite with your design.

PRODUCTION PHILOSOPHY AND MATERIAL (ATELIER DEPTH)

Why do you prefer microfiber over 100% cotton in collections featuring your beachwear designs?

True environmentalism is not creating a weak product that decomposes in nature in 1 month; it is creating an enduring masterpiece that will preserve its form for 10-15 years, so precious that you would not dare throw it away. The silk-effect microfiber we use, especially in our beachwear, is much more resistant to saltwater and sun than natural fibers. Supported by quick-dry technology, this yarn choice is a conscious choice for luxury and longevity that ensures your product maintains its form without stretching or fading for years.

Absolutely, that flawless texture in our visuals is the exact reality of the product that will arrive at your door. In the Orlea studio, we employ long iteration processes to reflect those flawless silky drapes and every cast stitch when creating the “digital twins” of our products. That weight, form, and flawless spirit you admire on the screen will be right in your hands the moment you open the package and touch it.

We reject cold assembly lines that copy perfection and massive factories of mass production. Every Orlea design is produced in our own isolated boutique atelier in Izmir. No piece that leaves our atelier is a millimeter-perfect copy of another; this subtle rhythm difference is the truest proof that your design was woven with the passing time just for you.

Unlike traditional woven fabrics, crochet knits possess a structure that organically adapts to the movements of the body. This “Invisible Tailoring” approach does not trap the body in rigid molds; it turns the garment into a natural extension of your body rather than an obstacle, offering you effortless elegance.

THE ORLEA RENEWAL (CARE & REPAIR)

Can I get repair support for my knitwear piece that has worn out or been damaged over time?

Yes, our designs that deform, drop stitches, or suffer yarn breaks over time are welcomed back to our atelier under The Orlea Renewal service. The repair process for handcrafted pieces varies depending on the size and structure of the damage. To initiate the process, simply send us a detailed photo or a short video of the damaged area via the hello@theorlea.com email address or our @theorlea (DM) account on Instagram. After a technical review and evaluation in our atelier, the most appropriate boutique solution for your piece will be determined. Your design, carefully repaired and maintained, will be sent back to you to pick up its story where it left off.

It is highly valuable to us that our designs remain timeless companions in your wardrobe. For this reason, we carry out minor touches in our atelier, such as fixing slight deformations, dropped stitches, or pilling caused by the nature of handcraftsmanship over time, free of charge. In this process, we only ask you to cover the shipping costs to our atelier and back to you. 

However, in cases where the piece is heavily damaged, has structural losses requiring pattern matching, or when we need to revive the product with creative solutions, the process may change. Following our technical evaluation based on the photos and videos you provide, if extra material usage or intensive handcraftsmanship is required, we share it with you, presenting an atelier service fee for your approval. Our goal is to bring your piece back into your story with fair and boutique craftsmanship and to keep true sustainability alive in your wardrobe, rather than surrendering to the speed of consumption.

To preserve the form of your knitwear piece for many years, wash it gently by hand with warm water and a delicate shampoo. You should not rub or wring it out; you must dry it by laying it flat in the shade, keeping it away from direct sunlight. Since using a hanger will tire the stitches due to gravity, we recommend storing your item by rolling it or folding it gently.

RETURN AND EXCHANGE POLICY

Do you offer returns or direct product exchanges?

To maintain the efficiency of our made-to-order production model, we do not offer direct product exchanges. If you desire a different model or size, you can return your product within 14 days (by getting pre-approval) and place a new order on our site whenever you wish.

All returns require pre-approval (RMA) by contacting us via the hello@theorlea.com e-mail address. The pieces to be returned must be shipped to our atelier in Izmir, Turkey. The items must be strictly unworn, unwashed, with the original security tag (Security Tag) intact, and with all packaging complete. Products that smell of perfume or smoke, or have makeup marks or pet hair on them, will be strictly rejected by our Quality Control department.

Due to our strict hygiene standards and Article 16(e) of the EU Consumer Rights Directive, swimwear, bikinis, and beachwear products must be tried on over your own personal undergarments. If the protective packaging, hygiene strip, or the original security tag (Security Tag) on the product has been removed, damaged, torn, or re-attached, or if there is any indication that the item was tried on without undergarments, the return is strictly not accepted under health and hygiene exceptions.

For domestic orders within Turkey, the return shipping costs under the right of withdrawal are covered by our atelier, provided that you make the return shipment using our designated courier company (PTT Kargo) on a receiver-pays (freight collect) basis. When you contact us, the return address details will be shared with you. For international orders, return shipping costs and the responsibility for the package reaching our atelier safely are entirely the customer’s responsibility. Additionally, for international returns, any potential customs duties and import clearance fees that may arise during the package’s entry into Turkey will be deducted from your refund amount.

For physical damages caused by cargo transportation, having a Damage Assessment Report prepared by the courier officer at the time of delivery is a legal obligation. For apparent manufacturing defects, wrong shipments, or stains detected during opening that did not occur during transportation; in order to protect our right of recourse to the carrier company, verify the records, and expedite the resolution of your request, we highly request that within a maximum of 48 hours from the delivery date, you send an uninterrupted unboxing video and clear photographs of the packaging to our hello@theorlea.com e-mail address. This process is operationally crucial to help us verify your claim and assist you as quickly as possible.

After your return package is approved, your refund will be processed within 2 to 4 business days. The time it takes for the amount to reflect in your account may vary depending on banking processes.

MEMBERSHIP

Is it mandatory to create an account to place an order?

No, you can safely shop from the Orlea atelier as a guest user. However, creating an account allows you to track your order’s shipping processes more easily and saves you from having to re-enter your information on your subsequent visits.

By clicking the “Forgot Password” link on the login page, you can easily reset your password with the instructions sent to your e-mail address.

PAYMENT AND DATA SECURITY

Which payment methods do you accept?

For payments on our website, we accept major credit and debit cards (Visa, Mastercard). In addition to card payments, you can also choose the secure bank transfer (EFT) option if you prefer.

Yes, we offer a bank transfer (EFT) option for payments processed in Turkish Lira (TRY) for domestic orders, or USD for international orders, depending on your location.

Your credit card details are strictly neither saved nor stored in our system or on our servers. All payments are encrypted and processed by authorized institutions that are fully compliant with international PCI-DSS standards.

Yes, you always have the right to access, correct, or request the complete deletion of your personal data. For your data requests, you can contact us via the hello@theorlea.com email address.

INTELLECTUAL PROPERTY

Do you sell the crochet patterns for Orlea designs or allow commercial use?

No, all product designs, crochet patterns, and visuals on theorlea.com are the exclusive intellectual property of Orlea. Copying our designs for commercial purposes, knitting them exactly to sell, or using our visuals without permission is strictly prohibited.

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