Q: I would like to return my purchase. What do I need to do?
A: Not the right fit? No worries — as long as you are from the EU and it’s within 14 days of your delivery date, you can exchange or return your order and we will refund you to the payment measure you chose for your purchase, once we received your return. Take a look at our return policy to make sure that your purchase is eligible, and kindly email us at email@example.com with your order number to start the process.
Please note that we have the right to refuse the return of purchases that do not meet our return policy requirements.
Q: What if I need to return a gift?
A: Of course — we want you to find a gift that will bring a moment of joy to your life!
Please read our return policy to make sure that your gift is eligible to return, and email us at firstname.lastname@example.org with your order number to start the process.
You can exchange your gift from ORILABO Project within 14 days of delivery for another gift of the same value. Any price difference, shipping, customs, taxes, and import duties will incur an additional cost.
Q: How will you ship my purchase, and when will I receive it?
A: We use DHL for domestic and DHL DHL Express for international shipments. We insure all shipments for the value of the merchandise. You’ll be able to choose your shipment method when you make your purchase.
We will send out your orders within 2-5 business days of your purchase, but your delivery date will depend on your selected shipment method. If you haven’t received a shipment that was sent, please contact the shipper (DHL) with the tracking number that we provide you once the item is shipped. If you experience any trouble with them, pls. contact us at email@example.com and we will assist you.
If you need your products in a hurry (forgot Mom's birthday, want to look sharp for a date, etc... we feel you!|), email us at firstname.lastname@example.org and we will do our best to speed up your order that extra bit you need.
Q: Can I purchase from ORILABO Project if I don’t live in the EU?
A: Absolutely! We cater most countries in the world and offer fair shipping rates (Standard or Express). Please keep in mind that all tariffs and duties on international shipping are to be paid by you.
Q: "The cat accidentally tripped and then held on to my t-shirt and made a hole in it". What should I do?
A: As we encourage you to wear your favorite ORILABO products as often as possible, we understand that some wearing and tearing off is going to happen over time. You know that we want the garment to be loved by you. For EU customers do offer a free fixing service so that you can wear the garment for even longer. Of course, we will have to access the condition of the damage which is heavily dependent on the degree of the wear and tear. Please send us an email (ideally with some pics of the damage and what happened with the cat) to email@example.com and we’ll get back to you with advice on what to do next.
Any other questions? We are here. Feel free to get in touch anytime at firstname.lastname@example.org