Terms of Service
Terms & Conditions
Company Name: ORLA HOME AND LIVING LTD
Company Number: 16060306
Company Address: Boothfields, Knutsford, WA16 8JU
1. General Information
By placing an order with ORLA HOME AND LIVING LTD, you agree to be bound by the following terms and conditions. These terms and conditions apply to all orders placed by customers through our website, telephone, or email.
2. Order Processing
All orders are subject to availability. We reserve the right to cancel or refuse any order for any reason. Prices and availability of products are subject to change without notice. We will contact you within 24 hours if your order cannot be fulfilled due to unforeseen circumstances, offering a refund or alternative option.
3. Delivery
ORLA HOME AND LIVING LTD ships orders every business day from Monday to Friday (excluding Bank Holidays). We aim to dispatch all orders within two (2) business days of the order being placed, unless there are exceptional circumstances. Delivery Times also are dependent on Stock and our Suppliers Stock. Delivery will be made to the address specified at checkout.
If you wish to change the delivery address after the goods have been dispatched, you will be required to cover the delivery charges for the redirection. Note that redirection is only available for goods dispatched via courier, and only if the order has not yet shipped. Once the order has been shipped, the delivery address cannot be changed.
A confirmation and tracking details will be sent out once your order has been packed.
Delivery Charges
UK Mainland (Zone A): Price on request.Prices may vary depending on item size and weight.
Scotland (Zone B): £8 per box as a standard shipping method. Prices may vary depending on item size and weight.
Scottish Highlands and Northern Ireland (Zone C): Price on request.
Scottish Islands, Isle of Wight, Isle of Man (Zone D): Price on request.
Republic of Ireland (Zone E): Price on request.
4. Amendments to Orders
You may amend your order if it is showing as "Processing" in your account anytime until 2 pm on the day the order is dispatched. To amend an order, please contact us via email or our contact form, providing the order number and the nature of the amendment. Some amendments may require the order to be canceled and a new order to be placed.
5. Correcting Errors
ORLA HOME AND LIVING LTD reserves the right to correct any processing errors discovered after an order has been placed.
6. Right to Cancellation
ORLA HOME AND LIVING LTD reserves the absolute right to cancel any order, contract agreement, or service at our sole discretion without prior notification. This may include situations where we deem it necessary for legal, safety, compliance, or operational reasons. The cancellation will take effect immediately, and ORLA HOME AND LIVING LTD shall not be held liable for any direct, indirect, consequential, or special damages arising from such cancellation.
7. Returns & Refunds
Damaged Items on Arrival
In the unlikely event that you receive a damaged product, please notify us within 48 hours of receipt by contacting our customer service team. We may request photographic evidence of any visible damage instead of requiring the item to be returned. If the item is visibly damaged upon delivery, you must either reject the parcel or accept it with a note stating the damage. ORLA HOME AND LIVING LTD will not be responsible for claims if the parcel is signed for without noting the damage. We offer free replacement of damaged parts where applicable.
Unwanted Items
If you wish to return an unwanted item, you must notify us within 14 days of receipt. The item must be returned in its original packaging and condition. Unless advised otherwise by our team, you will be responsible for the return shipping costs. Once the item is received and inspected, we will process a refund to your original method of payment within 10 days.
Warranty
All products come with a warranty that varies depending on the supplier, covering manufacturer defects and faults. If you have any questions regarding the warranty for a specific item, please contact us for more details. Please note that the warranty excludes:
Normal wear and tear
Damages resulting from abnormal use
Items that have been modified
Lack of maintenance (e.g., leather or timber items not properly maintained)
Minor variations in colour, grain, or finish due to the natural materials used
Minor surface blemishes that are inherent to the item
For warranty claims, please contact us within the warranty period. Depending on the nature of the fault, and supplier warranties, we will provide spare parts, a replacement, or a refund/credit, as detailed in our warranty policy.
Return Process
To initiate a return, you must first obtain authorisation from ORLA HOME AND LIVING LTD. The item should be securely packaged in its original packaging, and the return number must be clearly marked on a separate sheet. Once we receive your return, it will be processed within 7 working days.
8. Customer Service
Please note that customer service inquiries related to product issues will be managed by ORLA HOME AND LIVING LTD. We act as an intermediary between the customer and our suppliers, and we will liaise with the supplier to address any issues. Please allow additional time for processing returns or complaints due to this coordination.
9. Privacy & Security
At ORLA HOME AND LIVING LTD, your privacy is important to us. We protect your personal information and do not share it with third parties without your consent. We use advanced encryption and authentication software to ensure your payment details remain secure.
10. Promotions
All promotional offers are subject to terms and conditions, including start and end dates. Promotions cannot be applied retrospectively and cannot be combined with other offers. ORLA HOME AND LIVING LTD reserves the right to change or alter these terms at any time without prior notice.
11. Intellectual Property
All intellectual property on the ORLA Living Limited website belongs to ORLA HOME AND LIVING LTD. You may not reproduce, copy, modify, distribute, or display any material without our permission.
Any queries with the above, feel free to contact us at sales@orla-living.co.uk