At The Orb, we work with limited editions, made-to-order pieces, and carefully selected objects. For this reason, all sales are final, except in cases of damage, defect, or error on our part.
Please read the information below carefully before placing your order.
Damages, Defects & Incorrect Items
Please inspect your order upon receipt.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@the-orb.com, including your order number and clear photographs of the issue.
If approved, remedies may include repair, replacement, or refund at our discretion, depending on the nature of the item and availability. Refunds, when applicable, will be issued to the original payment method within 10 business days after inspection.
Non-Returnable Items
We do not accept returns or refunds for:
• Change of mind
• Sale items
• Gift cards
• Perishable goods (such as food, flowers, or plants)
• Custom, bespoke, or made-to-order items
• Personalized items
• Items that have been used, installed, or altered after delivery
All returns must be approved in writing before being sent. Items returned without prior authorization will not be accepted.
European Union – Right of Withdrawal
Please note that most items offered by The Orb are produced in limited quantities, made to order, or created specifically for each client, and are therefore exempt from the EU right of withdrawal.
If your order is shipped within the European Union, you may have the right to cancel your purchase within 14 days of delivery, in accordance with EU consumer law.
Please note that this right does not apply to many of the items offered by The Orb, including:
• Made-to-order or custom pieces
• Items produced specifically for you
• Limited editions
• Perishable goods (such as food, flowers, or plants)
Where the right of withdrawal does apply, items must be returned unused, in original condition, and in original packaging, including all tags and protective materials.
Return shipping costs, as well as any customs duties or import taxes, are the responsibility of the customer. Original shipping fees are non-refundable.
Returns that do not comply with these conditions may be refused.
We reserve the right to refuse a return or issue a partial refund if an item is returned damaged, incomplete, or shows signs of use.
Exchanges
Exchanges are handled on a case-by-case basis and are subject to availability. Please contact us before returning any item.