Shipping policy
Shipping Policy
At Orlena™, we’re committed to making your shopping experience as smooth as possible. Below you’ll find important information regarding order processing, shipping, delivery, and potential delays.
Order Processing & Shipping
Orders are typically processed and dispatched as quickly as possible.
Orders are not shipped or delivered on weekends or public holidays. During holidays, promotional periods, or periods of unusually high order volume, delivery may take slightly longer than usual.
If your order experiences a significant delay, we’ll do our best to keep you updated using the email address provided at checkout.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your shipping information, please contact us as soon as possible at info@tryorlena.com. While we’ll do our best to make the correction, we cannot guarantee that an address can be changed once an order has been processed or dispatched.
Undeliverable & Returned Packages
If a package is returned to us because of an incorrect or incomplete address, failed delivery attempts, or another issue outside our control, additional shipping or handling charges may apply before the order can be resent.
Lost, Stolen, or Missing Packages
Once an order has been marked as delivered by the shipping carrier, Orlena™ cannot guarantee the recovery or replacement of packages that are subsequently lost or stolen.
If your tracking information shows that your package was delivered but you cannot locate it, please check around your property, with household members or neighbours, and contact the shipping carrier for additional delivery information.
If you still need assistance, contact us and we’ll do our best to help.
Returns & Refunds
We offer a 90-day satisfaction guarantee. For complete information regarding eligibility, refunds, and returns, please refer to our Refund Policy.
Out-of-Stock Items
If an item in your order becomes temporarily unavailable, fulfillment may be delayed until the item is available. If a significant delay is expected, we may contact you with additional information or available options.
Import Duties & Taxes
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.
Unless otherwise stated at checkout, any applicable customs duties, taxes, or import fees are the responsibility of the customer.
Order Tracking
When tracking is available, you’ll receive your tracking information by email once your order has been dispatched. Please allow some time for the carrier's tracking system to update after receiving your tracking number.
Acceptance of Terms
By placing an order through Orlena™, you acknowledge and agree to the terms outlined in this Shipping Policy.
Contact Us
If you have any questions regarding your order or our Shipping Policy, please contact us at:
Email: info@tryorlena.com