THE ORLÉMUR PEACE OF MIND GUARANTEE
Shop with confidence thanks to the ORLÉMUR Peace of Mind Guarantee.
An efficient, innovative, and eco-friendly customer service program designed for a durable, risk-free purchase experience.
1) 200-Day Risk-Free Trial – Money-Back Guarantee
You have 200 days from the date of your order to try your ORLÉMUR product.
If it does not meet your expectations, you may return it for a full refund of your purchase.
Return shipping costs via La Poste Green Letter Tracking are also fully reimbursed.
Only one condition applies: you must certify on your honor that you have “tested the product at least twice using different filling configurations.”
No verification will ever be required.
This request simply serves as a reminder that there can be a short adjustment period while learning how to fill the travel pillow properly in order to achieve personalized comfort.
The first use may therefore not always feel perfect right away: comfort naturally improves over time, with repeated use and throughout your travels.
2) Local Repairs Fully Covered for 5 Years
At ORLÉMUR, we place special attention on product quality and the careful selection of premium materials.
In the event of a defect or premature wear, we have developed an innovative and more environmentally responsible customer service approach.
Every ORLÉMUR product is designed to be easily repairable locally, anywhere in the world, by a nearby seamstress, tailor, or repair shop.
Repairs are fully covered for 5 years from the date of purchase.
To receive reimbursement, simply email the following within one month after the repair:
- the detailed repair invoice,
- as well as before-and-after photos.
If the local repair shop does not have equivalent replacement materials or components, they can be provided free of charge.
Why Does ORLÉMUR Prioritize Local Repairs?
This approach offers several important benefits:
- avoiding unnecessary shipping back to Annecy, sometimes across seas and oceans, helping reduce the carbon footprint associated with transportation and packaging,
- providing faster repairs for customers,
- supporting local businesses and skilled artisans,
- allowing repairs even during a trip so you can continue enjoying your travel pillow throughout your journey,
- identifying real opportunities for product improvement thanks to before-and-after photos, as part of a continuous optimization process driven by customer feedback.
3) Repair It Yourself and Receive a 15€ Store Credit
You may also choose to repair your ORLÉMUR product yourself, or with the help of a friend or family member.
Any “DIY repair” completed within 5 years of the purchase date qualifies you for a $15 store credit with no expiration date, redeemable on a future order from our online store.
To receive your store credit, simply email your before-and-after photos within one month following the repair.
Most importantly, see repair as an opportunity for personalization and creativity — let your imagination run free!