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Ora Collective

Return & Exchange Policy

At ORA COLLECTIVE, we are committed to providing a smooth, convenient and enjoyable online shopping experience. Customer satisfaction is important to us, and if you need to request an exchange or return, we have made the process simple and easy to follow.

How to Request an Exchange

Step 1

Contact our customer support team within the eligible exchange period.

Please include:

  • Your order number
  • Your full name
  • The item(s) you wish to exchange
  • The reason for the exchange
  • Photos (if the item is damaged or defective)

Step 2

Once your request has been reviewed and approved, our customer support team will provide you with the return instructions.

The item must be securely packed before being returned to us.

Once we receive your item, our quality control team will inspect it to ensure it meets our exchange requirements.

Step 3

If your exchange is approved, we will ship your new item as soon as possible, subject to stock availability.

If your request cannot be approved, we will contact you to explain the reason.

Online Purchase Exchange Policy

Exchange requests must be made within 7 days of the delivery date.

All items must:

  • Be unused;
  • Be unworn;
  • Be unwashed;
  • Be in their original condition;
  • Have all original ORA COLLECTIVE tags attached;
  • Be returned in their original packaging where possible.

Items that are worn, washed, damaged, soiled, perfumed, altered or do not have their original tags attached will not be accepted.

The customer is responsible for the item until it has been received by ORA COLLECTIVE. We recommend using a secure shipping method and ensuring the package is properly sealed to prevent damage during transit. All returned items will be inspected before an exchange is approved.

Exchange Options

Subject to stock availability, eligible items may be exchanged for:

  • A different size;
  • A different colour (if available);
  • An alternative product.

If the new item has a higher price than the original item, you will be required to pay the difference before the new item is shipped. If the new item has a lower price than the original item, the difference in price will not be refunded.

Non-Exchangeable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Bodysuits;
  • Swimwear;
  • Lingerie;
  • Earrings;
  • Gift cards;
  • Items marked "Final Sale";
  • Items purchased during clearance or sale events;
  • Items labelled as "Non-Returnable."

Courier Charges

Unless the item received is incorrect or defective, customers are responsible for all shipping and courier costs related to exchanges.

Shipping fees paid during the original purchase are non-refundable.

Exchange Processing Time

Please allow approximately 7–14 business days from the date we receive your return for:

  • Inspection;
  • Quality assessment;
  • Approval;
  • Processing;
  • Dispatch of your replacement item.

Processing times may be longer during public holidays, promotional periods or high order volumes.

Sale Items

Items purchased during:

  • Clearance sales;
  • Flash sales;
  • Final sale events;
  • Promotional events marked "Final Sale";

Cannot be returned or exchanged unless they arrive damaged or incorrect.

Damaged, Defective or Incorrect Items

We take great care in packing every order. However, if you receive:

  • A damaged item;
  • A defective item;
  • The wrong product;
  • The wrong size sent by our team;

Please contact us within 3 days of receiving your order.

Please include:

  • Your order number;
  • Clear photographs of the item;
  • Photographs of the packaging;
  • A brief description of the issue.

Inspection of Damaged Items

Once the item is returned to us, our team will inspect the product to confirm that the damage or defect is a manufacturing or fulfilment issue.

Items showing signs of:

  • Wear;
  • Improper use;
  • Washing;
  • Alteration;
  • Accidental damage;

Will not qualify for a replacement or refund. The final decision regarding product condition rests with ORA COLLECTIVE.

Replacement or Refund

If your claim is approved, you may choose one of the following:

  • A replacement of the same item (subject to availability);
  • An exchange for another product (price difference may apply);
  • A full refund to your original payment method if a replacement is not available.

If the new item has a higher price, you will be required to pay the difference. If the new item has a lower price, the difference will be refunded to your original payment method.

Refused Returns

ORA COLLECTIVE reserves the right to refuse any return or exchange that does not meet the conditions outlined in this policy. If your return is rejected, the item may be shipped back to you at your expense.

Contact Us

For any questions regarding returns, exchanges or refunds, please contact our customer support team, who will be happy to assist you: