Refund policy

We want you to love your Orave purchase. If something is not right, this policy explains how to cancel, return or get a refund. It does not affect your statutory rights as a UK consumer.

Your 14-day right to cancel

You can cancel your order within 14 days of the day you receive it, without giving a reason. To do so, contact us through our Contact page with your order number.

Condition of returned items

For hygiene reasons, lashes and applicators must be returned unopened, unused and in their original sealed packaging. Items that have been opened or used cannot be returned unless they are faulty.

How to return

Once you contact us, we will send you the return address and instructions. Please send your return within 14 days of telling us you wish to cancel. Unless the item is faulty or incorrect, the cost of returning it is yours. We recommend a tracked service, as we cannot refund items lost on their way back to us.

Refunds

Once your return is received and checked, we refund the price of the item and the original standard delivery cost to your original payment method within 14 days. You will receive an email confirmation when your refund is processed.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, contact us as soon as possible, ideally within 48 hours of delivery with your order number and a photo. We will send a replacement or issue a full refund at no cost to you, including any return postage.

Exchanges

We do not offer direct exchanges. Please return the item for a refund and place a new order.