Our team will process your order within 3 to 5 business days. Orders received after 5 p.m. will be processed on the next working day. 

 

Delivery times: once processed, orders are usually delivered within 3-4 weeks.

 

If your order is delayed, please use the tracking information provided in your order confirmation e-mail. We cannot be held responsible for carrier or customs delays.

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We offer refund and/or exchange within 8 days after the delivery of your purchase, if 8 days have passed since the delivery, you will not be offered a refund and/or exchange of any kind.

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Eligibility for Refunds and Exchanges

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Your item must be unused and in the same condition that you received it.

The item must be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

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Exchanges 
 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@ora.lu and send your item to ORA Sàrl-S - 70, avenue Guillaume - L-1650 Luxembourg

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​Partial refunds are granted
 

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 8 days after delivery.

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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds
 

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
 

If you have done all of this and you still have not received your refund yet, please contact us at sales@ora.lu and / or on +352 20 21 03 20.