At ORLY, we understand that every ornament we craft is more than a decorative object—it is a physical record of a life-changing milestone. Because we specialize in permanence, we hold our craftsmanship to an uncompromising standard.
We want you to feel the same pride in displaying your 2026 keepsake as we felt in creating it. If we fall short of that standard, we are committed to making it right.
The Nature of Milestones
Most items in our 2026 collection are either dated, personalized, or hand-assembled upon order. Because these pieces are unique to your story and cannot be restocked or resold, we do not offer traditional “change of mind” returns.
However, we provide a Zero-Risk Guarantee for any errors involving our craftsmanship or the journey to your door.
The ORLY Zero-Risk Guarantee
We take full responsibility for the integrity of your purchase in the following scenarios:
- Production Errors: If we fail to meet the specifications of your order—such as an incorrect year (e.g., 2025 instead of 2026), a misspelled name, or the wrong design variant—we will initiate an immediate replacement.
- Material Defects: If your keepsake arrives with structural flaws, such as compromised UV printing (peeling or fading), or imperfections in the high-fired ceramic or optical-grade acrylic, we will correct it.
- Transit Damage: While our packaging is engineered for protection, logistics can be unpredictable. If your ornament arrives shattered, cracked, or snapped, we will replace it at no cost to you.
Resolution Process
If your order arrives with any of the issues mentioned above, please follow our streamlined resolution protocol:
- Contact: Email support@orlydecor.com within 30 days of delivery.
- Documentation: Include your Order Number and clear, high-resolution photographs of the defect or the damaged item (and the shipping box if it was damaged during transit).
- Resolution: Our team will review your photos within 24–48 hours. Once verified, we will put a replacement into our priority production queue immediately.
Note: In most cases of damage or error, we do not require you to ship the original item back to us. We prefer to save you the inconvenience and simply focus on getting a perfect replacement into your hands.
Cancellations & Adjustments
Because our studio team begins the drafting and laser-cutting process shortly after an order is placed, there is a limited window for changes.
- Cancellations: Must be requested within 12 hours of order placement for a full refund.
Address Corrections: If you notice an error in your shipping details, please contact us immediately. Once a tracking number has been generated, we are unable to redirect the package.
Return to Sender
If a package is returned to our North Carolina studio due to an “untrackable address” or “insufficient address” provided by the customer, a small re-shipping fee will apply to send the package back out to the corrected address.
Refund Policy
While our priority is always to get a perfect replacement into your hands, we offer refunds under the following specific conditions:
-
Valid Cancellations: A 100% full refund will be issued if a cancellation request is made within 12 hours of order placement.
-
Unavailability of Replacement: If the item you ordered is out of stock or we are unable to produce a replacement in time for your specific milestone/event after a production error occurs, a full refund will be processed.
-
Irremediable Issues: In rare cases where a replacement still does not meet our quality standards, we may issue a refund at our team’s discretion.
* Refund Processing:
-
Refunds are issued to the original method of payment (Credit Card, PayPal, etc.).
-
Please allow 5–10 business days for the credit to appear on your statement, depending on your financial institution.
-
Original shipping fees are non-refundable unless the error was entirely on our part.
Direct Support
Our goal is your absolute satisfaction with your 2026 keepsake. If you have any questions regarding the quality of a piece you received, please reach out to our dedicated support desk.
Human Connection: support@orlydecor.com
Response Time: 12–24 Hours (Mon–Sat)