This Return and Refund Policy applies to every order placed at ordanne.com. The store is operated by Cogniva Technology LLC, trading as Ordanne.
Return window
You may return any standard piece within 30 days of the delivery date for a full refund, for any reason. You do not have to explain.
Condition
- The piece should come back in its box with its numbered record card.
- It may have been tried on, but not worn beyond that. Wood and porous stone show wear quickly.
- Pieces that have been resized, restrung or altered by anyone other than the atelier cannot be returned, but can be repaired.
Items that cannot be returned
- Bespoke commissions and pieces engraved with a character of your choosing are made for one person and cannot be returned or exchanged. They can be resized once at no charge.
- Gift cards, where offered.
How to return
- Write to [email protected] with your order number and, if you wish, the reason. We reply within one business day.
- We send you a prepaid, tracked return label and packing instructions. Please do not send anything back before you have the label.
- Pack the piece in its box inside a plain outer carton and hand it to the courier.
- We inspect the piece within 3 business days of receiving it and confirm the refund by email.
Return shipping and fees
- Return shipping within the 30-day window is free: we provide the prepaid label.
- There is no restocking fee.
- If you choose to use your own courier instead of our label, the cost is yours, and we recommend a tracked service. We cannot refund pieces lost in transit on an untracked service.
- Import duties or taxes you paid on delivery are refunded only when the return is due to our error or a fault in the piece.
Refunds
- Refunds are made to the original payment method. We cannot refund to a different card or account.
- We issue the refund within 5 business days of receiving and inspecting the piece. Your bank or card issuer may take a further 5 to 10 business days to post it.
- The refund covers the full price paid for the piece. Shipping is included in our prices and is therefore refunded with it.
- Partial refunds may apply where a piece is returned damaged or incomplete, and we will tell you before we process it.
Exchanges and resizing
- One resize is complimentary within the 30 days. Write to us and we send a prepaid label; the piece is restrung to the new measurement and returned to you within 7 to 10 days.
- To exchange for a different piece, return the first for a refund and place a new order, or write to us and we will arrange the exchange in one step.
Faulty, damaged or incorrect items
If a piece arrives damaged, differs from what you ordered, or fails within 30 days under normal wear, write to [email protected] within 14 days of noticing, with photographs. We will replace it or refund you in full, including any shipping or duties you have paid.
Cancellations
You may cancel an order free of charge at any time before the piece is strung. Once stringing has begun the order is treated as delivered and the 30-day return window applies from delivery.
Contact
Cogniva Technology LLC, trading as Ordanne
Email: [email protected]. We reply within one business day.
_Last updated: 12 September 2026_