We reflect our time, soul, and flawless hand craftsmanship into every single piece that comes out of Orlea design studio. Our goal is for you to own a true value that you will keep in your wardrobe for years. However, we understand that sometimes a design may not completely match your expectations. In order to offer you the most transparent experience while preserving our slow fashion philosophy and hand-labor production processes, we have determined our return and exchange procedures as follows.

1. Our Boutique Production and Exchange Approach

Every piece coming out of Orlea workshop is hand-knitted upon your order, specifically for you; for this reason, we do not carry huge product stocks and do not work with large warehouses ready for instant shipment. In order to preserve the efficiency of this made-to-order production model, we do not offer direct product exchanges. If you desire a different size, color, or model; please process your original order through the return procedure and place a new order on our website whenever you wish.

2. Return Conditions and Prior Authorization (RMA) Process

You have the right to request a return within 14 calendar days from the date you received your order. In order for the process to progress flawlessly in our workshop, all returns must go through a formal prior authorization (RMA) by contacting us at hello@theorlea.com.

• For Overseas (International) Orders: Packages sent to our workshop without obtaining a written prior authorization (RMA) from us shall strictly not be accepted due to customs and acceptance processes.
• For Domestic Orders (Within Turkey): In order for the return process to be completed quickly without causing any confusion, obtaining a prior authorization (RMA) before shipping is highly requested. Our company is not responsible for delays or operational losses caused by the inability to match packages sent without prior authorization in our workshop.

For your return to be approved, the product must be in pristine condition and in its original state as it left the workshop:

• It must be strictly unworn, unwashed, unaltered, and the original security tag (Security Tag) must not be detached.
• It must be completely free of perfume, ambient odor (smoke, etc.), makeup marks, or pet hair.
• It must be returned in its original premium brand packaging with all tags intact and undamaged. The return of products reaching our workshop that fail to pass the strict inspection of our Quality Control unit will be rejected and sent back to the buyer.

3. Hygiene Exceptions and Customized Orders

• Beachwear, Swimwear, and Bikinis: In accordance with Article 16(e) of the EU Consumer Rights Directive (Directive 2011/83/EU) and national hygiene regulations, the right of withdrawal does not apply to goods that are not suitable for return due to health protection or hygiene reasons if they are unsealed after delivery. Consequently, if the protective packaging, hygiene strip, or original security tag (Security Tag) of our swimwear, bikini, or beachwear products is removed, damaged, torn, reattached, or if there is any indication or suspicion that the product has been tried on without undergarments or exposed to water, the return request shall strictly be rejected due to health and hygiene standards, and the product will be sent back to the buyer. 
• Personalized (Custom Size) Orders: The legal right of return is valid for standard-sized products (S, M, L, etc.) produced upon order (made-to-order); for operational efficiency, direct product exchange is not offered, but returns are accepted instead. Personalized designs created by making any changes, custom sizes, or design modifications on the original standard design upon your request fall outside our standard return policy and have no right of return.

4. Return Shipping and International Customs Processes

As an independent boutique, we cannot cover the logistics costs of international return processes. In the return of overseas (international) orders; the return shipping fee, possible import taxes that may be reflected during entry into Turkish customs, official customs brokerage fees, warehouse storage costs, and other operational expenses belong entirely to the buyer and will be directly deducted from the refund amount.

For the return of domestic orders (within Turkey), the return shipping fee belongs to our workshop within the scope of the right of withdrawal. However, for this right to be used free of charge, the package intended for return must be sent via the courier company (PTT Kargo) designated by us as the return channel, on a receiver-pays (freight collect) basis. Freight collect (receiver-pays) shipments made with different courier companies will strictly not be accepted. If the consumer prefers to choose a carrier other than our contracted courier company (PTT Kargo), they must cover the return shipping fee themselves (on a sender-paid basis).

5. Quality Control and Defective Product Notification

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 you contact us within a maximum of 48 hours from the delivery date, by sharing an uninterrupted unboxing video and clear photographs of the packaging via the hello@theorlea.com email address. This process is operationally crucial to help us verify your claim and assist you as quickly as possible.

Please note: Due to the nature of premium knitwear designs produced entirely by hand; hand craftsmanship tolerances and organic texture transitions are the unique signature of the production and are not considered manufacturing defects (defective goods). Damages resulting from non-compliance with care instructions are outside the scope of warranty and returns.

6. Unclaimed or Refused Packages

• For Domestic Orders (Within Turkey): In the event of the rejection of the courier at the door, the return shipping fee cannot be reflected to the customer or deducted from the refund amount for domestic orders.
• For Overseas (International) Orders (DAP / DDP): For packages returned due to non-payment of customs duties; return shipping costs and customs duties are deducted from the total refund amount. In the event that deductions exceed the order price, no balance refund will be made.

7. Refund Process

After your return package is approved, your refund amount is returned to your original payment method within 3-5 business days (remaining within the legal maximum limit of 14 days). Since the Seller is subject to the Artisans Tax Exemption under the Income Tax Law, there is no legal obligation to issue an invoice, retail receipt, or expense slip (gider pusulası). Your refund transaction will be processed directly back to your payment card/account via the Virtual POS system, and the Virtual POS refund receipt, bank transfer slip, or account statement shall stand as the legal proof of the refund.

Seller Details:

• Seller Title / Name Surname: Handan Güler (Orlea)
• E-mail: hello@theorlea.com