Refund policy

Orders are processed and dispatched Monday to Friday (excluding UK Bank Holidays). If your order and payment are received before 1:00 PM GMT, processing begins the same day.

• Delivery Window: Standard shipments should reach you within 3 to 5 working days, though transit times may occasionally take longer during peak shipping periods or during international custom border checks.

All custom, tailored, or special order studio goods must be arranged separately with us before checkout.

• Please contact us directly at hello@orconcepts.com to initiate a request. Special requests can take up to 7 days to arrange and confirm prior to production.

Our hope is that all ’Or products perfectly meet your structural and design expectations [orconcepts.com]. However, we understand there are occasions when you may wish to return your item.

• Refund Window: Our standard returns policy gives you 14 days from the date of delivery to return your item for a full refund.
• Exchange Window: We offer up to 28 days from the date of delivery to request a product exchange. All returns and exchanges remain subject to our core Terms and Conditions.

You are welcome to use any courier method you prefer to send back your items within the required legal timescales listed above.

• Our Recommendation: We highly advise using a signed-for, tracked shipping service to protect your package against transit loss.
• Proof of Purchase: You must include your original studio receipt or order invoice inside the return package as proof of purchase.
• Refund Processing: Upon physical receipt and inspection of the items at our workshop, our customer service team will issue a full refund to your original payment method within 14 days.

To maintain our minimalist and sustainable design practices, it is mandatory to reuse the original protective packaging and outer boxes when returning items to us.

• Condition Restrictions: We strictly cannot accept or refund items that are not in their original, pristine condition, missing their branded product boxes, or have been visibly damaged in transit due to inadequate packaging.

In the rare event that your product arrives faulty or with a crafting defect, please contact our team immediately at hello@orconcepts.com.

• Verification Requirement: To help us assess the issue and approve your return, you must include a clear photograph showing the specific fault or defect in your initial email.
• Resolution: Once the image is reviewed and the return is accepted, we will arrange to fully refund, repair, or ship out a priority studio replacement as quickly as possible.