Política de reembolso

Refund & Return Policy

At Orla Vibe, we want you to love everything you purchase as you define your vibe, every day. If an item doesn't meet your expectations or fit quite right, we offer a straightforward 14-day return window to ensure a smooth, worry-free shopping experience.

14-Day Return Guarantee

You have 14 calendar days from the date your package is delivered to request a return or exchange.

To be eligible for a return, your item must meet the following conditions:

  • Condition: Unused, unworn, unwashed, and in the exact condition you received it.

  • Packaging: Complete with all original tags, protective seals, dust bags, and original packaging.

  • Proof: Accompanied by the original receipt or order confirmation email.

How to Initiate a Return

  1. Contact Us: Send an email to orlavibe4@gmail.com with your Order Number #, product details, and reason for return.

  2. Receive Approval: Once approved, our support team will provide you with specific return authorisation instructions.

  3. Ship Your Item: Package the item securely and ship it to our official Lisbon warehouse:

    • Orla Vibe Warehouse
    • Address: Rua da Beneficência 229
    • Postal Code: 1600-019
    • City: Lisboa, Portugal

Note: Returns sent back without prior email approval cannot be accepted or processed.

Damages, Defective Items & Shipping Issues

Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, contact us orlavibe4@gmail.com within 48 hours of receipt with clear photos of the issue. We will prioritise your case and cover all replacement or return shipping fees to make it right.

Non-Returnable Items & Safety Exceptions

To maintain high hygiene and safety standards across our beauty, fashion, and accessory collections, certain items cannot be returned:

  • Opened or Used Cosmetics & Skincare: Beauty products with broken safety seals or signs of use.

  • Hygiene Items: Pierced jewellery (earrings) and intimate wear if protective hygiene seals are removed.

  • Custom & Final Sale: Personalized items, promotional giveaways, and digital gift cards.

Exchanges

The quickest way to exchange an item for a different size or style is to return your original item for a refund. Once your return is accepted, you can place a new order on our store to continue building your wardrobe.

European Union 14-Day Right of Withdrawal

For all orders shipped within Portugal and the European Union, customers hold the legal right to cancel or return their order within 14 days of delivery for any reason, without obligation to provide justification. Items must still meet all original condition criteria listed above.

Refunds & Processing Times

  • Inspection: Once your returned package arrives at our Lisbon warehouse, our team will inspect the item and notify you of the approval or rejection of your refund within 7 business days.

  • Payout: Approved refunds are credited automatically back to your original payment method (Credit Card, Multibanco, MB WAY, or PayPal) within 14 business days.

  • Bank Delays: Please allow additional time for your financial institution or card issuer to post the funds to your account. If you have not received your refund after 15 business days of approval, please contact us at orlavibe4@gmail.com

Thank you for choosing Orla Vibe — helping you define your vibe, every day.