FAQS

Once your order is confirmed and accepted, our logistics center strives to process it as quickly as possible, usually within 1 to 2 business days. If you place your order before 12 noon, it may be shipped the same day, although we cannot always guarantee this. Orders placed during weekends and holidays will be processed on the next business day. During sale periods, due to increased order volume, an additional 2 to 3 business days may be required to process orders.

Once our logistics center has dispatched your order, the delivery time will vary depending on the shipping method selected at checkout, the shipping company used, and your location relative to our warehouse in Barcelona. Please note that delivery times are in addition to processing times. – Spain: Premium shipping 24/48 hours. – Europe: Standard shipping 3/7 business days. – Rest of the world: Customer Care will contact you to provide information about your order.

Once your order has been shipped, you will receive a confirmation email containing a tracking number and link. Please note that it may take up to 48 hours for tracking updates to appear after receiving the notification.

When you place an order for products on orillas.eu for delivery to a non-European Union country, you may be liable for import duties and taxes, which will be charged when the package reaches its destination. Any additional amount due to customs clearance will be your responsibility. Orillas has no control over such amounts. Customs policies vary significantly from country to country, so for more information, please contact us at customercare@orillas.eu.

You should contact us at customercare@orillas.com so that we can offer you a solution. If you want us to resend the order, you will be responsible for the shipping costs. Additionally, if you prefer a refund, please note that the shipping cost will be deducted.

Ensure that your items are eligible for return and comply with our return conditions. Items must be returned in their original condition, with all original tags and hygiene stickers still attached, within 30 days from the date of purchase.

All orders can be returned for a size exchange or refund within 30 days from receiving the products, provided they have not been washed or used and retain their original tags. To make a size exchange and/or return, contact us at customercare@orillas.eu.

Returns may take up to 2 to 3 business days from the delivery date to be evaluated and processed by us. Once your return or refund has been processed, you will receive an email notification. Refunds will be processed through the original payment method used for the order. Depending on your payment method and financial institution, please allow up to 20 to 30 business days for the refunded amount to reflect in your account.