Frequently Asked Questions

Welcome to the Orellune FAQ page.

Below you will find answers to common questions about jewelry orders, payment, shipping, order updates, returns, and customer service.

If your question is not covered here, please contact our support team at service@orellune.com. When contacting us about an existing purchase, please include your order number and the email address used at checkout so we can review your request more efficiently.

1. Ordering & Payment

Q: Where do I enter a promotional or discount code?

After adding your selected jewelry or accessories to the cart, continue to checkout.

Enter your promotional code in the designated discount field and make sure the price adjustment appears before submitting payment.

If the code does not apply correctly, please contact our customer service team for assistance.

Q: Which payment methods can I use?

Orellune may accept the following payment methods at checkout:

• PayPal
• Visa
• Mastercard
• American Express
• Supported credit and debit cards
• Apple Pay and Google Pay, where available

Available payment options may vary depending on your device, location, and checkout configuration.

Payment transactions are handled through secure payment processing systems.

Q: How much does shipping cost?

Orellune currently offers shipping within the United States.

Our current shipping rates are:

Standard Shipping
Order Value: $0.00–$38.99
Shipping Cost: $3.99

Free Standard Shipping
Order Value: $39.00 or more
Shipping Cost: Free

Express Shipping
Shipping Cost: $7.99

The applicable shipping fee will be shown during checkout before you complete your purchase.

2. Delivery & Tracking

Q: Which locations does Orellune currently ship to?

At present, Orellune accepts and delivers eligible orders within the United States.

Q: When should I expect my order to arrive?

Every order goes through a preparation period before it is handed over to the shipping carrier.

After dispatch, delivery time depends on the selected shipping service, destination, carrier operations, and other transportation conditions.

Once your package is shipped, tracking information will normally be sent to the email address provided during checkout.

Q: How can I follow my shipment?

When your order leaves our fulfillment process, you should receive a shipping confirmation containing a tracking number or tracking link.

You can use this information to check the latest delivery progress provided by the carrier.

Q: My tracking status has not changed. What should I do?

Tracking information does not always update immediately after dispatch.

In some cases, a carrier may require additional time to scan the parcel into its network or update transit information.

If there has been no tracking movement for an unusually long period, please contact us at service@orellune.com and provide your order number.

Q: Can items from the same jewelry order arrive separately?

Yes. An order containing several pieces may occasionally be divided into more than one shipment because of stock location or fulfillment arrangements.

If this happens, different tracking numbers may be issued for the separate packages.

3. Updating or Cancelling an Order

Q: I entered the wrong shipping address. Can it be corrected?

Please contact us as soon as you notice an incorrect address.

Email: service@orellune.com

Please include:

• Your order number
• The email used to place the order
• The complete corrected shipping address

We will make a reasonable effort to update the information before the order is prepared for shipment.

Once a parcel has already been dispatched, an address change may no longer be possible.

Q: Can I change an item, quantity, or order detail after checkout?

Changes may only be possible before your order reaches an advanced processing stage.

If you need an adjustment, contact our support team promptly and include:

• Order number
• Checkout email address
• The exact change you are requesting

Because orders may begin processing shortly after purchase, we cannot guarantee that every modification request can be completed.

Q: Is it possible to cancel an order?

You may request cancellation before the order has been processed for shipment.

If the parcel has already entered fulfillment or has been dispatched, cancellation may no longer be available.

In that situation, the purchase may need to be handled under the applicable Return & Refund Policy after delivery.

4. Problems With an Order

Q: What should I do if my jewelry arrives damaged?

If an item or package arrives damaged, please contact Orellune customer service as soon as possible.

To help us evaluate the issue, please send:

• Your order number
• Your purchase email address
• Clear photographs or video of the damaged item
• Photos of the outer packaging and shipping label, when available

Our team will review the information and advise you on the appropriate next step.

Q: What if I receive the wrong jewelry item or something is missing?

If your order is incomplete or contains an incorrect item, please contact us with the following:

• Order number
• Email used at checkout
• Photos of the items received
• A brief explanation of what is incorrect or missing

We will compare the information with your order records and provide further assistance.

5. Order Emails & Notifications

Q: Why have I not received my order confirmation?

First, check your spam, junk, or promotions folders.

If the confirmation still cannot be located, email service@orellune.com and provide the email address used during checkout.

Our team can help check whether the order was successfully recorded.

Q: When will I receive my tracking details?

Tracking information is generally provided after order processing has been completed and the package has been handed over for shipment.

If your order has exceeded the expected processing period and you still have not received tracking information, please contact our customer service team.

6. Returns & Refund Questions

Q: How do I request a return?

If you would like to request a return, please review our Return & Refund Policy first to confirm whether your item meets the applicable return conditions.

You may then contact us at service@orellune.com with your order number and details of the item you wish to return.

Please do not send a return package without following the applicable return instructions.

Q: When will a refund be issued?

Refund timing depends on the status of the return and the original payment method.

Once an eligible return has been reviewed and approved, the refund will be processed according to our Return & Refund Policy.

Your bank, card issuer, or payment provider may require additional time to post the refunded amount to your account.

7. Orellune Business Information

Brand:
Orellune

Operating Company:
Tianjin Zhexiang Technology Co., Ltd.

Business Address:
No. 134 Guangchang Road, Chaoyang Subdistrict, Baodi District, Tianjin, China

Customer Service Email:
service@orellune.com

Customer Service Phone:
+8615510891675

The Orellune online jewelry store is operated by Tianjin Zhexiang Technology Co., Ltd.