Refund policy

Right of withdrawal (14 days) 

Under EU consumer law (Directive 2011/83/EU), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, email us at contato@paolaorleans.com with your order number within the 14-day period. We will send you a prepaid return label — return shipping is on us.

Once we receive and inspect the piece, we will refund the full amount, including the original delivery cost, using the same payment method you used. Refunds are processed within 14 days of receiving the returned item.

Condition of returned items 

Pieces must be returned unworn, unaltered, and in their original packaging. Jewellery that has been damaged, resized, or altered cannot be refunded.

Legal guarantee (2 years) 

All our pieces carry the statutory 2-year guarantee against defects, as required by EU law. If a piece arrives faulty or develops a defect through normal use, contact us and we will repair or replace it at no cost.

Repairs and care 

Beyond the legal guarantee, we offer repairs and maintenance for our pieces. Porcelain links (as used in knot and hoop designs) are sold separately and may carry a cost. Repair or replacement of cut, cabochon, or semi-precious stones may also carry a cost. Repair times vary between 45 and 60 days. Contact contato@paolaorleans.com.