Frequently Asked Questions

我们想告诉您有关Ourania的一切

Order Issuse

1.是的,您已经快要收到礼物了!订单发货后,您将收到一封包含跟踪号的电子邮件,可用于跟踪包裹的运输过程。

2.如果您在我们这里有一个帐户,则可以在该订单可用后访问该订单的跟踪号。您可以在“帐户详细信息”下找到此信息,可在其中访问完整的订单历史记录。

如果您已经在我们的网站上注册了帐户,则可以直接登录到您的帐户进行检查。您还可以向我们提供您的帐单号和交易号,以便我们为您检查。

不幸的是,您下订单时必须先登录一个帐户,才能查看订单状态。不过不用担心!所有订单更新,包括确认和运输电子邮件,都将发送到用于下订单的电子邮件地址。🙂

也许您的订单被分成几个包裹并分别交付。如果您仍然担心包裹的状态,请联系我们的客户服务团队!

我们知道您的订单非常重要,因此我们旨在尽快完成订单!虽然我们无法在下订单后取消或更改订单,但是欢迎您在下达订单后根据我们的退货政策退货。

If you do not receive an email from shop within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.

To check your orders, log into your shop account and select the “My Orders” option to review your order history.

If you are still unable to locate the confirmation email for your order, please contact our Customer Care team.

It depends on the situation. But we still suggest, try it, maybe we can modify it for you. But if we can’t modify it, do n’t be disappointed. Because there is a simple return policy.

If you want to modify the order, please contact our Customer Care team.

We’re so sorry for the mix up with your order! Please email our Customer Care team with your order number and pictures of the following: a picture of the products you did receive and their sku. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team  within 14 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address. 

Shipping

Most orders will be processed within 5-9 business days of your purchase(This processing time does not include shipping time). After it’s shipped out, average delivery times are 3-10 business days, depending on your location. There may be some delays when there is a sudden, large influx of orders. If it’s an international order, most packages arrive within two or three weeks, though it can take from four to six based upon how your country handles those packages. Unfortunately, there’s nothing we can do on our end to expedite that process.

For more information, please check the “Shipping Information” page.

After the order is shipped, you can also log in to your account, enter “My Order” and click “Track” for more shipping details.

Please note: The date you see in the checkout interface is not our order delivery time! And just shipping time!

There may be some delays when there is a sudden, large influx of orders. Also, be sure to double-check the product description — was your purchase for a pre-order? Some of our top designs sell out faster than we can make them, so this can add a few days to your order’s processing time.

Some shipping providers don’t offer real-time tracking information — they might delay updating the tracking locations by several days. Rest assured, your package is still on its way to you and probably further along than it looks.

We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: Benin,Bermuda,FrenchSouthernTerritories,HeardIslandandMcDonaldIslands,

SouthGeorgiaAndTheSouthSandwichIslands,Turkmenistan,TurksandCaicos Islands,Saint-Barthélemy,AmericanSamoa,AlandIslands,Burundi,Bolivia,DutchCaribbean,BouvetIsland,CocoIsland,Congo,Coted’Ivoire,Island,Cameroon,ChristmasIsland,Domingo,WesternSahara,Eritrea,Jersey,Cayman,Islands,SaintLucia,Lesotho,Libya.

We process our orders very quickly. Sometimes, an order will be packaged minutes after it has been placed. If you gave us an incorrect shipping address it’s very important that you send us an e-mail as quickly as possible with the incorrect shipping address and the shipping address that you would like it changed to. There’s no guarantee that we’ll be able to switch out the address before the package leaves our hands, but we’ll try our best.

When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it’s ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods.

Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You’ll receive an email with tracking once this happens!

It is often helpful to refer to your local courier’s online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier’s online tracking may not recognize your tracking number.

If 30 full business days pass and you do not receive your order, please contact our Customer Care team  with your order number! Please note, we are unable to assist you further with your order until after the 30st business day.

Once your order ships, we are unable to make any changes to the shipping address.

We also recommend visiting the website for your local post office for delays specific to your city!

Please note, shop not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from carrier to the local carrier in your country or air and ground transportation strikes or delays. 

We are located in Hongkong. All the items will be shipped out from Hongkong.

We have more than a thousand employees and sell more than 20 kinds of products, such as clothes, shoes, necklaces, commemorative coins and so on. We have several factories of our own, and thousands of suppliers in China also cooperate with us. We also have our own quality inspection department to ensure that consumers receive our high-quality products!

Besides, we have a large customer base coming from America, Europe, Australia, Africa, etc. If you come to China, welcome to visit our company!

Most orders will be processed within 5-9 business days of your purchase (This processing time does not include shipping time).

If you choose Express Logistics, you will receive our package within two weeks after the package is delivered.

The following countries are available for fast logistics:

Norway, Belgium, Italy, Netherlands, Spain, Israel, Switzerland, Sweden, UAE, Canada, Australia, France, Germany, United Kingdom, United States

Returns & Refunds

Any product purchased in the last 30 days

In unworn and unwashed condition

(If the buyer does not like the product or does not feel suitable for himself, he cannot return it)

Please contact our customer service team in the Contact Us form and look forward to hearing from you!

Yes, please contact our customer service team for specific matters!

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item

If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within an average of 5-7 business days.

 

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

Products

No, because our customers come from all over the world, but before purchasing, we recommend that you choose according to the product size table. You can try to measure your body first, compare your size with the size information of the website, and choose the most suitable size. Also, the description of the product may be helpful.

If you are not sure what size to choose, please send your favorite product to our customer service team!

Note: Sizing may vary depending on cut and style, but don’t worry! We have an Return policy in case your items do not fit perfectly.

The best way to check if an item (or size) is in stock is to attempt to purchase it. If the item is not in stock, you will not be allowed to proceed to checkout.

 

If an item isn’t available, you will receive a “currently not available” or “out of stock” message when you attempt to add it to your cart. We can only provide information about items currently in our warehouse. If you have questions about the future availability of a product, please contact us.

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Payments & Discounts

Unfortunately, we do not support this payment method.

We support Paypal, VISA, MasterCard, AE, JCB, we strongly recommend that you use Paypal for payment, because you can check the payment status, you can avoid the situation of secondary payment, and Paypal has a buyer protection policy!

When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions.
Please reach out to your bank for more information on any additional charges/fees!

While some things last forever, our discount codes do not. All discount codes will come with an expiration date at the time that they are issued so that you can plan your shopping date accordingly!

Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within an average of 5-7 business days.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

We recommend copying and pasting your exact code into the coupon box to apply your discount.

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your goodies! 

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

Products

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