Refund & Return Policy
Last Updated: August 7, 2026
At "Orlena", customer satisfaction is our priority. We want every customer to have a positive shopping experience. If you need to request a return, exchange, cancellation, or refund, please review the following policy carefully.
Order Cancellation Policy
If you need to cancel your order, please contact us as soon as possible:
Email:OrlenaShopServices@outlook.com
Order cancellation requests must be submitted before the order enters the processing or shipping stage.
Once an order has been processed, prepared, or shipped, we are unable to cancel the order. In this situation, please wait until you receive your package and submit a return request according to our return policy.
For customized, personalized, or specially prepared products, cancellation requests may not be accepted once production or preparation has started.
Return & Exchange Request
Customers may request a return or exchange within 14 days after receiving the package.
To request a return or exchange, please contact us via:
Email: OrlenaShopServices@outlook.com
Response hours: Monday to Sunday, 9:00 AM – 6:00 PM (HKT)
Please provide the following information:
- Order number
- Package/tracking number
- Reason for return or exchange
- Photos or videos of the product/package if required for verification
Our customer service team will review your request. Once your request has been approved, we will provide further instructions.
Please do not send any package back before receiving approval from our customer service team.
Unauthorized returns or packages sent to the original shipping address may not be accepted and may not qualify for a refund or exchange.
To protect our customers and prevent fraudulent claims, return requests involving manipulated, misleading, or artificially generated proof images may be rejected, and return assistance may not be provided.
Return Address
Once your return request is approved, please ship the item(s) to our Hong Kong warehouse. The exact return address will be provided by our customer service team upon approval.
Please do not ship any items before receiving the confirmed return address.
Return Requirements
To be eligible for a return, products must meet the requirements applicable to their product category.
Clothing Products
Returned clothing items must be:
- Unworn and unused
- Unwashed
- Not damaged, modified, or altered
- With original tags attached and intact
- Returned with the original packaging
Items that show signs of wear, washing, damage, or missing tags may not be accepted.
Skincare Products
Skincare products must be returned according to product condition requirements.
For hygiene and safety reasons:
- Products must be unused or in original condition when applicable.
- Opened or used products may not be eligible for return unless the return is approved under our skincare product policy.
Return Shipping
After your return request is approved, please send the package to the return address provided by our customer service team.
Customers must provide the return tracking number after shipping the package.
Please note:
- Return packages sent without approval may not be accepted.
- Packages returned directly to the original shipping location will not be eligible for a refund.
- Customers are responsible for return shipping costs unless the issue was caused by Orlena, such as incorrect items, defective products, or shipping damage.
Exchange Policy
For approved exchange requests, replacement items will only be shipped after:
- The returned package has arrived at our Hong Kong warehouse.
- Our team has inspected the product and confirmed that it meets the return requirements.
Once the exchange is approved, the replacement package will be prepared and shipping information will be sent to you by email.
Refund Processing
Refunds will be processed after the returned package arrives at our Hong Kong warehouse and passes our quality inspection.
Once your refund is approved:
- You will receive a refund confirmation email from Orlena.
- The refund will be issued to the original payment method used for the order.
- Please allow 3–5 business days for the refund to be reflected in your account, depending on your bank or payment provider's processing speed.
- Please monitor your bank account or contact your payment provider if you have not received your refund within this timeframe.
Only the amount actually paid will be refunded.
The following items are non-refundable:
- Store credits
- Reward points
- Discount amounts
- Coupons
- Gift cards
Damaged Packages & Incorrect Items
If your package arrives damaged, or you receive an incorrect product, please contact us as soon as possible after delivery.
Please provide clear photos or videos showing:
- The package condition
- The damaged area
- The received product
After verification, we will assist you with the solution.
For approved cases caused by:
- Shipping damage
- Incorrect items received
- Fulfillment mistakes caused by Orlena
We will provide a replacement or return solution at no additional cost.
If a package is damaged during transportation, please keep all original packaging materials and provide supporting evidence so we can work with the shipping carrier.
Skincare Product Policy
For skincare products, we recommend performing a patch test before full use, especially for customers with sensitive skin.
If you experience an allergic reaction after using our product, please contact us with relevant details and supporting information.
After verification, Orlena will assist with an appropriate return and refund solution.
Clothing Product Policy
For clothing products:
Free Return or Exchange Applies To:
- Wrong item received
- Product damaged during shipping
- Manufacturing defects
- Errors caused by Orlena
Customer Responsibility:
If you request a return or exchange due to personal reasons, including:
- Incorrect size selection
- Preference changes
- Personal fitting issues
The customer will be responsible for return shipping costs.
Contact Us
If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact us:
Email: OrlenaShopServices@outlook.com
Response hours: Monday to Sunday, 9:00 AM – 6:00 PM (HKT)
Thank you for choosing "Orlena". We appreciate your trust and support.
