Refund Policy

Oerra Returns and Refunds Policy


At Oerra, we want you to love your purchase. If you are not entirely satisfied, you may return your item in line with the guidelines below. Our process is designed to be simple, transparent, and compliant with local consumer laws.

Return Window: Items are eligible for a full refund if returned within 14 days of receipt. Some heavily discounted items may be marked FINAL SALE and are not eligible for refund, exchange, or store credit.

1. Return Conditions

  • Items must be unworn, unwashed, undamaged, and unused.
  • All original tags, packaging, and accessories must be included.
  • Ship to your closest Oerra Return Processing Centre that we will provide to you via email.
  • Returns not meeting these conditions may be rejected or may incur a restocking fee.

2. Category Specific Guidelines

Shoes

Please try on shoes on carpet only to prevent scuffs. Shoe boxes are part of the product presentation and must be returned undamaged.

Swimwear and Lingerie

Try on over underwear for sanitary reasons and do not remove protective slips. Panties and swimwear bottoms are not eligible for return.

Tops and Dresses

Avoid makeup, deodorant, or perfume transfer during try on.

Beauty Products

Accepted within 14 days only if unused and unopened.

Bridal Gowns

Return within 14 days for refund or store credit. Gowns must be unworn, unaltered, and with all tags attached.

Bridesmaid Dresses

Special orders of three or more dresses in one style are final sale. Consider ordering an in stock size first to confirm fit.

3. Return Process

To start a return, contact our Customer Service team at info@oerra.com or call +1 302 375 2908. We will guide you and direct you to the nearest return centre. Keep your tracking number for reference.

Documentation tip: We encourage customers to take photos or video of the item and packaging before shipping to document condition.

4. Refunds or Exchanges

  • Refunds are issued to the original payment method within 7 to 10 business days after we receive and inspect your return. You will receive a confirmation email when processed.
  • Processing times can vary by financial institution.
  • Original shipping and handling fees are non refundable unless the item is faulty or an error occurred on our part.
  • We do not offer direct exchanges. Please place a new order for the desired item.

5. Damaged or Incorrect Items

If your item is damaged or incorrect, contact us immediately with photos for priority resolution.

6. Holiday Returns

For purchases made between November 1 and December 25, we accept returns until January 10.

7. Legal Compliance and Transparency

Oerra follows applicable local consumer protection laws. We keep our policy clear and customer friendly, and we update it based on feedback to ensure a smooth experience.