Frequently Asked Questions
Return and Exchange
" I recently requested to exchange the item I ordered, and the exchange was approved, but I have no idea where to send the item to. The packing slip does not have a return address, and I can't find your warehouse address anywhere on your website."
After you initiate the return/exchange process through our website, you will receive an approval email from us (sent to the email address you registered with us during purchase). Please read the letter carefully, which includes detailed return/exchange instructions and address.
"Do you send a shipping notice? Will I get tracking information?"
Yes, when the warehouse ships the package our system will automatically send you a shipping notice along with tracking information. The email will be sent to the email address you used when you made the purchase or set up the Orlinas account. If you don't get the shipping email, please first check your spam folder. If you used your business email address, please note some business email server will filter out emails before you get them. If you still can't locate the shipping email, please email us at email@example.com.
"I have sent multiple emails requesting returns but I still haven't got any response."
Oh no. If you just want to make a return, you don't have to contact us as we have a hassle free return policy. If you need to do an exchange, please specify the item(s) (ideally with SKU, color and size) in the note. We will send out in-stock item(s) once the return is finished.
If you contact us, we normally respond within one business day. The original email will be sent to the email address you used for purchasing. If you think you haven't heard back from us, please double check the email address you used for purchasing from us. If you still can't find our response, please check your spam folder. Please note if you use a business email address, sometimes emails from us will be either filtered out or automatically put in a spam folder per your company's IT setup. In the case you still can't locate our email, please email us or call us to let us know how to get back to you regarding the issue. Please make sure you do register or provide a contact number for us, as we will have to contact you if the email communication fails.
"Why my package tracking information is "Tracking information is not available at this time. Please check back later or double-check the tracking number entered and try again."
This happens when your package has been picked up by USPS, however, they have not processed it yet. Please note that there will be some delay for the tracking information showing up online. Monday is a typical day that tracking information is delayed as USPS is off on Sunday and has a lot of packages to process on Monday. So just try to check it up later.