Shipping Policy
Last Updated: August 7, 2026
At Orlena, we are committed to providing a reliable and convenient shipping experience for our customers. We carefully process and ship every order to ensure your package arrives safely and smoothly.
Order Processing：
Most orders are processed within 1–3 business days. Some items may require an additional 9–12 business days for processing.
Orders placed on weekends or public holidays will be processed on the next available business day. For example, weekend orders will begin processing the following Monday.
Custom Jerseys：
Custom jerseys normally require 10–15 business days for production.
For jerseys ordered between November and February, production may take 20–25 business days due to seasonal demand.
Sizes 3XL–6XL are considered custom sizes and require approximately 25 business days for production.
Shipping & Tracking：
Orders are fulfilled from either our Hong Kong warehouse or US warehouse, depending on your shipping address and current inventory availability. The fulfillment location is automatically determined when your order is shipped.
Once your order has shipped, you will receive a shipping confirmation email with tracking information. Please provide a valid email address or phone number when placing your order so we can contact you if needed.
You can also track your order anytime through the “Track Order” section on our website.
Delivery Time
Estimated delivery times are as follows:
- United States: 8–12 business days
- Canada: 9–15 business days
- Germany: 7–10 business days
- United Kingdom: 7–10 business days
- France: 7–10 business days
- Australia: 12–15 business days
- New Zealand: 12–15 business days
- China: 10–15 business days
- Japan: 10–15 business days
- South Korea: 10–15 business days
Please note that delivery times are estimates and may vary depending on your location, shipping carrier, customs procedures, and other external factors.
Delayed or Missing Packages
If your package has not arrived within the estimated delivery window for your region, please contact us at:
Email: OrlenaShopServices@outlook.com
Response Hours: Monday to Sunday, 9:00 AM – 6:00 PM (HKT)
Our customer service team will assist you in checking the shipment status, identifying possible causes of the delay, and providing appropriate support.
Unexpected Delays
While we always do our best to ensure timely delivery, some circumstances beyond our control may cause delays, including but not limited to:
- Major holidays or peak shopping seasons
- Public holidays
- Severe weather conditions
- Natural disasters
- Customs inspections
- Epidemics or other public health events
- Shipping carrier delays
We kindly ask for your understanding if your package is delayed due to these unavoidable circumstances.
Customs, Duties, and Import Taxes
For orders shipped outside of the United States, customs duties, import taxes, and any related fees may be assessed by your local customs authority upon arrival. These charges are the sole responsibility of the customer and are not included in the product price or shipping fee charged by Orlena.
Orlena has no control over customs processes and cannot predict what charges, if any, may apply. We recommend contacting your local customs office for more information before placing your order.
Please note that customs clearance procedures may also cause additional delays beyond our estimated delivery times.
Accurate Shipping Information
Please ensure that your shipping information is accurate and complete before placing your order, including:
- Full name
- Shipping address
- Apartment/unit number (if applicable)
- Postal code
- Contact information
Orlena is not responsible for delivery failures, lost packages, or returned packages caused by incorrect or incomplete shipping information provided by the customer.
If a package cannot be delivered or is returned due to an incorrect shipping address, we are unable to provide after-sales service or compensation for such cases.
Contact Us
If you have any questions regarding your order or shipping information, 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.
