Return & Refund Policy

Last Updated: August 25, 2026

Return Window

We accept returns and exchanges within 30 calendar days of the delivery date. This window applies to every item we sell — we don't currently offer any customized or made-to-order products, so the same standard policy applies across our full catalog.

If we extend this window during the winter holiday season (for example, around Christmas), we'll post the updated dates and terms separately on this page, so please check back here if you're shopping during that time.

Condition Requirements

To qualify for a return, an item needs to come back to us in the same condition it left our warehouse:

Unused and undisplayed, with no signs of wear or handling damage
All original tags still attached
Packaged in its original packaging, including any inserts or protective materials

Because our pieces are hand-painted resin and ceramic figurines, please handle and repack them carefully to avoid damage in transit — we're not able to issue a refund for an item that arrives back to us broken due to insufficient packaging.

What's Covered

We accept returns in two situations:

Change of mind: if you've simply changed your mind about an item, you're welcome to send it back within the 30-day window, as long as it meets the condition requirements above.
Defective or damaged items: if your order arrives with a manufacturing defect or was damaged in shipping, let us know and we'll make it right.

Items We Can't Accept

A few exceptions apply, given the nature of these products:

Items that have been displayed, handled, or show visible wear
Items missing their original packaging or tags
Items returned more than 30 calendar days after delivery
Items damaged after delivery due to improper handling, cleaning, or storage on the customer's end

Who Covers Return Shipping

If the return is due to a defect or an error on our part, we cover the return shipping cost — we'll either send you a prepaid return label or reimburse your shipping expense once we've confirmed the issue.
If the return is simply a change of mind and the item isn't defective, return shipping is the customer's responsibility.

In either case, we don't charge a restocking fee or any other handling fee on approved returns.

How to Start a Return

Email us at service@ornawe.com with your order number and the reason for your return.
We'll confirm your return is eligible and send you the return shipping address along with any next steps (including a prepaid label, if your return qualifies for one).
Pack the item securely in its original packaging and ship it to the address we provide.
Hang onto your shipping receipt or tracking number until your return is confirmed received, just in case.

All returns must be shipped to: 2118 Wilshire Blvd, Santa Monica, CA 90403, United States. Returns sent to any other address may be delayed or not properly credited to your account, so please double-check this before shipping.

Processing Time

Once we receive your returned item, we typically inspect and process it within 5–7 calendar days.

Refunds

After your return has been processed, we issue your refund to your original payment method within 3–5 business days. Please note that once the refund is issued on our end, your bank or card provider may take a few additional days to post it to your account.

If your order originally qualified for free shipping (orders of $35 or more), the refund will reflect the amount you actually paid — since no shipping fee was charged, none is deducted from your refund in that case.