F.A.Q.

To make it easier and faster for you to find the answer to your queries & questions, we have compiled a list below of the most Frequently Asked Questions.

If you still need to contact us, please send us an E-mail at contact@orimono.eu or use our messenger app on the start page. You can also call us at + 49 [0] 30 556 566 94.

Our customer service is open Monday - Friday from 11:00 a.m to 19:00 p.m and Saturday from 12:00 a.m to 18:00 p.m (excluding bank holidays).

 

I'm having problems choosing my size, can you help?

Please check if there is a size guide available for your garment next to the ADD button. We have detailed measurements available for many of our products. Please consider measurements as a guide.

In our product descriptions, we have information about the fit of the garment. Also listed are our models height & weight and what size is on display.

If you need further help, either use our message app on the start page, call us at +49 (0)30 556 566 94 or send us an e-mail at contact@orimono.eu. 

 

I'm having problems completing my order, can you help?

Please check that all required fields are filled if you are having problems in the checkout. If you are still having problems, please contact us, either by using our message app on the start page, by calling us at +49 (0)30 556 566 94 or sending us an e-mail at contact@orimono.eu.

 

Can I complete my order over phone?

No, we are only handling our customers data over encrypted systems and cannot process orders manually through our system.  

 

Can I change / cancel my order?

As long as we haven't dispatched your parcel, changes or cancellations can be made.

 

How can I pay for my order?

We accept payments with either credit card, PayPal or bank transfer. For bank transfer information, please send us an e-mail at contact@orimono.eu. Accepted cards are:

  • Visa
  • MasterCard
  • Discover
  • American Express
  • Diners
  • JCB
  • PIN debit cards with the Visa or MasterCard logo
  • Debit cards with the Visa or MasterCard logo
  • PayPal

     

    Can I choose currency for payment of my order?

    No, we only accept payments in Euro.

     

    I have paid using PayPal Express but cannot see my order history in my account?

    For all PayPal Express orders, you will not be able to view the order within your account. Part of the Paypal Express terms specifies that we are not able to save this data, so please keep your Order Confirmation email safe as this will be your only order reference. You will still receive your dispatch confirmation E-mail with your tracking information. 


    When will my credit or debit card be charged?

    Your card is charged directly upon your order completion. 

     

    Can I have my order sent to a delivery address different to my payment address?

    You can only specify a different delivery address from your billing address if it is your place of work. Just fill in your office address details at the checkout when prompted. We cannot change the delivery address of a parcel once your order has been placed.
    Please be aware that where possible your order must be signed for at the delivery address given when the order was placed. Couriers will occasionally leave parcels at an alternative address, with a neighbour, or in an unsecured outside space, at their discretion.
     
    Please be aware that your PayPal buyer protection address must match your delivery address for all payed with PayPal or your order cannot be sent. 

     

    Do you deliver to PO BOX addresses and freight forwarders?

    No, we don't.

     

    Is VAT included in my purchase price?

    All prices are shown including German VAT (19%). When you are shopping from a destination outside the EU, the VAT will be removed in the checkout before you complete your order. 

     

    Will I have to pay customs and import charges when ordering from outside the EU?

    We ship all parcels Delivery Duties Unpaid (DDU), meaning that any customs or import duties are charged 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.

     

    How will you ship my order?

    We send all our parcels with DHL / Deutsche Post registered airmail. This is a fast and reliable service, used to minimise shipping charges for our customers. 

    Please note that parcels are being delivered by local post and may not always be trackable. 

    Shipping is free over €200 within the EU and free over €300 outside the EU.

     

    When will I know my order has been shipped and can I track it?

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

     

    How much is my shipping?

     

     

     

    When will I receive my order?

    Estimated delivery times are following (working days):

    Europe, within the EU, 2-5 days.

    Europe, outside the EU, up to 8 days.

    North america, up to 9 days. 3-5 days to major cities. 

    Asia, up to 9 days. 4-6 days to major cities.

    Australia + New Zealand, up to 9 days.

    South America + Central America, up to 9 days.

    Africa, up to 9 days.

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

     

    My tracking hasn't been updated for a while, can you help me?

    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 / Deutsche Post until the parcel is 3 or more weeks delayed. 

     

    I have missed my delivery, what happens next?

    If you have missed a delivery attempt, please contact delivering local post asap and ask for assistance. 

    In any instance where the delivery couriers are unable to deliver a package due to an incorrect address entered by the customer, unpaid duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, your parcel may be returned to us.

    Undeliverable returned parcels will usually be refunded minus your original shipping costs + possible return fee, within 3-5 working days of receipt. 

     

    How do I return an item or order?

    Please follow our returns instructions carefully. 

    If you live in the EU and wish to return, you can chose to use one of our return labels. 

    Instructions and more information are found under Shipping & Returns. 

     

    How much is a return label for my package?

    If you live in the EU, you can choose to have your return sent back with one of our return labels. Request a return label from us per E-mail. The cost of the return label is to be carried by the buyer and will either be deducted from the refunded amount or payed directly to Orimono. 

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

     

    How do I get refunded?

    You'll receive your refund to the same account used to complete your order.

     

    You sent me the wrong item, what do I do?

    If you have received an incorrect item, please e-mail us at contact@orimono.eu or call us at +49 (0) 30 556 566 94 and we will try to resolve the issue as soon as possible.

     

    My item is faulty, what do I do?

    Returns of faulty items will only be accepted if the goods were faulty when delivered to you. As soon as you discover a fault, please contact customer services with your order number, the faulty item’s name and product code and a description of the fault along with photos.

    All items returned as faulty will be inspected on receipt, and we will be in touch as soon as possible to let you know how to proceed.

    Any items deemed to subject to fair wear and tear will not be accepted as faulty. 

     

    I'm interested in a Pre-order item, how does it work?

    When you place an order for an item which is only available on pre-order, you will not receive the item immediately. The delivery date stated in the item description is an approximated delivery date given to us from our suppliers. Please note that delivery can be before / after the stated date. 

    When you place a pre-order, your account is charged directly. You can still return pre-order items just as any regular item, you have 14 days after delivery to send your return.