Copy of Shipping & returns

SHIPPING

  • DE DELIVERY
  • Standard (DHL) €5
  • Free standard Orders > €100
  •  
  • EU DELIVERY **
  • Express (DHL) . €15
  • Free express  Orders > €500
  •  
  • WORLD DELIVERY  * / **
  • Express (DHL) . €30
  • Airmail China/Russia €30
  •  

*Due to shipping limitations, Russia and China are excluded from delivery with DHL Express.

**Due to DHL surcharges for remote areas, we will have to charge orders delivered to remote areas with an extra €15 for express delivery. You may opt to have your order delivered with International registered airmail to remote destinations without any surcharge. For a full list of remote areas, please see DHL Remote areas

  • We ship all orders within Germany with DHL Paket.
  • We ship all orders within the European Union with DHL Express.
  • Parcels shipped outside the European Union are shipped with either DHL Express or Deutsche Post.

We ship all parcels Delivery Duties Unpaid (DDU), meaning that any customs or import duties are charged by DHL Express directly once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country.

We recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

After dispatch, you will receive a dispatch confirmation with a tracking link for your parcel to receive up to date information about your shipment.
 

Estimated delivery times are following (working days):

Germany | 1-2 days.

EU | 1-3 days (Up to 7 days to remote areas*).

Europe, outside the EU | Up to 3 days (Up to 7 days to remote areas*).

North America | Up to 3 days (Up to 7 days to remote areas*).

Asia | Up to 4 days (Up to 7 days to remote areas*).

Australia + New Zealand | Up to 5 days  (Up to 8 days to remote areas*).

South America + Central America | Up to 5 days (Up to 10 days to remote areas*).

Africa | Up to 7 days (Up to 14 days to remote areas*).

Russia and China | Varies greatly depending on local customs. Our experience is 10-14 days but sometimes faster and sometimes slower. 

*For a full list of remote areas, please see DHL Remote areas.

Please be aware that delays can occur due to local customs and that we aren't able to speed up this process. 

If you suspect that your parcel is being delayed, please send us an e-mail at contact@orimono.eu.

Please note that we are not able to form a formal complaint to DHL until the parcel is 3 or more weeks delayed and / or tracking hasn't been updated for 6 days. 

If a parcel has been lost, DHL / Deutsche Post own the right to allow 3 months from complaint date before a refund is being made while conducting the investigation.

  

RETURNS & EXCHANGES

Return address:

ORIMONO.eu
Joachimstr. 5
10119 Berlin
Germany 

GERMANY RETURNS

We are happy to accept returns on German orders on any purchases returned to us within 14 days of receipt.

Please note that we only accept returns if a garment has not been worn and with all tags intact and attached. If your return doesn't fulfil the basic requirements, we own the right to refuse your item(s). If your return is late, we also own the right to refuse your refund.  

To return an item for exchange or refund, please follow the steps below:

Contact our customer service team at returns@orimono.eu with your intentions to return and request for a return label if you wish to have one provided to you. Please include your order number in the subject field when sending your e-mail. In accordance to EU directives, you may use a formal withdrawal form. The withdrawal form is available here as an editable pdf. Please note that you may return without filling out this form. 

If you use the withdrawal form, you may choose to send it to us either per e-mail at returns@orimono.eu, or include it inside your shipping box.

If the withdrawal form is not used, please print your order confirmation / invoice and mark what items you wish to return and put it inside the shipping box.

If you have requested a return label from us, print and attach the return label clearly visible on the outside of the parcel. 

If you send back the items with another shipping service of your choice, we strongly recommend a trackable service and to keep your receipt. Please make sure that our address is correct as late returns because of incorrect receiver address may cause the return to be sent back to you, which could mean extra charges for you as well as exceeding the approved deadline for returns.

Please note that you need to have access to a printer to be able to print the return label.

Please note that the return costs is the responsibility of the customer. 

GERMANY EXCHANGE

We are happy to accept exchanges on German orders on any purchases returned to us within 14 days of receipt.

Please note that we only accept to exchange a garment if a garment has not been worn and with all tags intact and attached. If your return doesn't fulfil the basic requirements, we own the right to refuse your item(s). If your return is late, we also own the right to refuse your exchange request.  

To return an item for exchange or refund, please follow the steps below:

Contact our customer service team at returns@orimono.eu with your intentions to exchange your item(s) and request for a return label if you wish to have one provided to you. Please include your order number in the subject field when sending your e-mail. You are responsible for paying the return shipping when exchanging your item(s). The cost of having a new item(s) sent to you is free of charge for you.

 

EU RETURNS

We are happy to accept returns on EU orders on any purchases returned to us within 14 days of receipt.

Please note that we only accept returns if a garment has not been worn and with all tags intact and attached. If your return doesn't fulfil the basic requirements, we own the right to refuse your item(s). If your return is late, we also own the right to refuse your refund.

If you live in the EU, you can choose to have your return sent back with one of our return labels.

The cost of the return label is varying depending on destination and the dimensions and weight of the parcel being returned. The costs of the return is to be carried by the buyer and will either be deducted from the refunded amount or payed directly to Orimono. For a price quota for your return, please e-mail us to returns@orimono.eu and we will help you further.

Contact our customer service team at returns@orimono.eu with your intentions to return and request for a return label if you wish to have one provided to you. Please include your order number in the subject field when sending your e-mail.

In accordance to EU directives, you may use a formal withdrawal form. The withdrawal form is available here as an editable pdf. Please note that you may return without filling out this form. If you use the withdrawal form, you may choose to send it to us either per e-mail at returns@orimono.eu, or include it inside your shipping box.

If the withdrawal form is not used, please print your order confirmation / invoice and mark what items you wish to return and put it inside the shipping box.

If you have requested a return label from us, print and attach the return label clearly visible on the outside of the parcel. 

Please note that you need to have access to a printer to be able to print the return label.

Please note that the return costs is the responsibility of the customer.

If you send back the items with another shipping service of your choice, you have to use a trackable service and to keep your receipt. Please make sure that our address is correct as late returns because of incorrect receiver address may cause the return to be sent back to you, which could mean extra charges for you as well as exceeding the approved deadline for returns. Please provide us with the tracking number of your return as soon as the parcel has been sent.

Please not that all extra costs applied due to insufficient customs documentation, incorrect shipping labels and similar, is the customers responsibility and will be deducted from the refunded amount.

EU EXCHANGE

We are happy to accept exchanges on EU orders on any purchases returned to us within 14 days of receipt.

Please note that we only accept to exchange a garment if a garment has not been worn and with all tags intact and attached. If your return doesn't fulfil the basic requirements, we own the right to refuse your item(s). If your return is late, we also own the right to refuse your exchange request.  

To return an item for exchange or refund, please follow the steps below:

Contact our customer service team at returns@orimono.eu with your intentions to exchange your item(s) and request for a return label if you wish to have one provided to you. Please include your order number in the subject field when sending your e-mail. You are responsible for paying the return shipping when exchanging your item(s). The cost of having a new item(s) sent to you is free of charge for you.

  

WORLD RETURNS

We are happy to accept international returns on any order returned to us within 5 days of receipt.

Please note that we only accept returns if a garment has not been worn and with all tags intact and attached. If your return doesn't fulfil the basic requirements, we own the right to refuse your item(s). If your return is late, we also own the right to refuse your refund.  

In accordance to EU directives, you may use a formal withdrawal form. The withdrawal form is available here as an editable pdf. Please note that you may return without filling out this form. If you use the withdrawal form, you may choose to send it to us either per e-mail at returns@orimono.eu, or include it inside your shipping box.

As per our terms and conditions, the customer has the responsibility to organise and cover the cost of returning any unwanted items.

We only accept returns sent with an express shipping service. We strongly recommend to use our account for competitive rates, but you can also use your own choice of service. If you send with your own choice of shipping, please provide us with the tracking number as soon as the parcel has been sent. There are some things to consider when returning items from outside the EU to avoid incorrectly added taxes and surcharges. Please read below instructions carefully or contact us with your intentions to return and we will happily help you further. 

Returned goods remain the customer’s responsibility until received back at our store.

We do not reimburse our shipping costs when refunding orders from outside the EU. Our shipping costs are calculated at €30 flat rate and will be deducted from the refunded amount.   

To return an item for exchange or refund, please follow the steps below:

Contact our customer service team at returns@orimono.eu with your intentions to return. Please include your order number in the subject field. 

Print your order confirmation / invoice and mark what items you wish to return and put it inside the shipping box.

When returning, please make sure use the correct customs declaration label and clearly tick the box for "RETURN GOODS". Attach the original invoice on the outside of the parcel and mark which item(s) are being returned. Declare the customs value to €0,00. If you use our DHL account for your return, also write the original AWB (Tracking) number (10 digits) on the original invoice as well as "RETURN GOODS" that you attached on the outside. Please note that Express shipping carriers like DHL use a formula for volume weight, meaning that your parcel is cheaper so send if it's smaller. Therefore, please use a smaller box than the original box to get a better shipping rate. 

If above instructions are not correctly followed, possible surcharges may be applied and will be deducted from the refunded amount.  

Please note that the return costs is the responsibility of the customer.

WORLD EXCHANGE

We are happy to accept international exchanges on any order returned to us within 5 days of receipt.

Please note that we only accept returns if a garment has not been worn and with all tags intact and attached. If your return doesn't fulfil the basic requirements, we own the right to refuse your item(s). If your return is late, we also own the right to refuse your exchange.  

As per our terms and conditions, the customer has the responsibility to organise and cover the cost of returning any unwanted items.

We only accept returns sent with an express shipping service. We strongly recommend to use our account for competitive rates, but you can also use your own choice of service. If you send with your own choice of shipping, please provide us with the tracking number as soon as the parcel has been sent. There are some things to consider when returning items from outside the EU to avoid incorrectly added taxes and surcharges. Please read below instructions carefully or contact us with your intentions to return and we will happily help you further. 

If you would like to use our DHL account for your return, please note that we will bill you the return shipping costs before sending you the shipping label. The shipping rate for your return depends on your destination and the weight and dimensions of your parcel. For an accurate quote, please contact us with the dimension and weight of your intended return.  

We do not reimburse our shipping costs when returning orders from outside the EU. Our shipping costs are calculated at €30 flat rate and will be deducted from the refunded amount. If you are sending your order back for an exchange, we will bill you the €30 of you order was eligible for free shipping, or deduct it from the exchange value if your order was charged for shipping. The costs of shipping for the exchanged item to your destination is of no additional cost for you.

Returned goods remain the customer’s responsibility until received back at our store.

To return an item for exchange or refund, please follow the steps below:

Contact our customer service team at returns@orimono.eu with your intentions to return. Please include your order number in the subject field. 

Print your order confirmation / invoice and mark what items you wish to return and put it inside the shipping box.

When returning, please make sure use the correct customs declaration label and clearly tick the box for "RETURN GOODS". Attach the original invoice on the outside of the parcel and mark which item(s) are being returned. Declare the customs value to €0,00. If you use our DHL account for your return, also write the original AWB (Tracking) number (10 digits) on the original invoice as well as "RETURN GOODS" that you attached on the outside. Please note that Express shipping carriers like DHL use a formula for volume weight, meaning that your parcel is cheaper to send the more compact it is. Therefore if possible, use a smaller box than the original box to get a better shipping rate. 

If above instructions are not correctly followed, possible surcharges may be applied and will be deducted from the refunded amount.  

 

Please Note (all returns & exchanges):
All returns must be received in their original condition and packaging, including product tags.
Returns may take up to 3 working days to process once received.
All sales of fragrances, swimwear and underwear are final and cannot be exchanged or refunded.
Returns remain the customer’s responsibility until received by our team.
Please keep hold of your return tracking information as this acts as proof of postage and without this we will be unable to provide assistance.
All return costs is the responsibility of the customer.