Cancellation, Refund, Exchange

Cancellation Process
Your orders can be cancelled as long as they are in the preparation phase and have not yet been handed over to the shipping company. You can submit your cancellation request by sending an e-mail to info@orpheeofficial.com. Cancellation is not possible for orders delivered to the shipping company. In this case, the return process can be initiated after the product reaches you.

Refund and Exchange Conditions
You can return the products you have purchased or exchange them for a different product within 14 days from the delivery date. Our main criterion for your request to be approved is that the product maintains its original integrity.

• The original packaging of the products must not have been opened.
• Candles must not have been lit and the wick structure must not be damaged.
• Products are expected to be delivered to us complete and undamaged, along with their original box and all packaging components.
• Products that are not suitable for resale, such as those that have been burned, damaged in form, or have had their original packaging compromised, are excluded from returns and exchanges due to our hygiene and quality standards.
 

Process Steps

To initiate your refund or exchange request: You must send an e-mail to info@orpheeofficial.com with your order number and request type (refund / exchange).

For exchange requests, you are expected to specify the new product you are requesting in the e-mail.
After your request has been evaluated, the necessary instructions for product shipment will be sent to you.

Shipping and Delivery
Refund and exchange shipments must only be made through our contracted cargo company: DHL e-Commerce
Shipments must be made recipient paid.
Shipping costs for shipments made with different cargo companies or under different shipping conditions will not be covered by us.

Refund and Exchange Finalization
After the product reaches us: For refund requests, payment is made within 7 business days. For exchange requests, new product shipment is carried out within the same period.

Refund payments are made via the payment method used during the order (via Iyzico infrastructure).