SEARCH

F. A. Q. (Frequently asked questions)

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 customerservice@orimono.eu or 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 by clicking SEE MEASUREMENTS on any product page (found just below the ADD TO CART button). We have detailed measurements available for most of our products. Please consider measurements as a guide only as the fit might be intended narrow / oversized.

In addition to our size guides, we have information about the fit of the garment in the item descriptions. The height & weight of the model is also listed and what size is on display.

If you need further help, call us at +49 (0)30 556 566 94 or send us an e-mail at customerservice@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 customerservice@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. Express checkouts available with PayPal, Shopify Pay, Apple Pay and Google Pay. For bank transfer information, please send us an e-mail at customerservice@orimono.eu.

 

CAN I CHOOSE CURRENCY FOR PAYMENT OF MY ORDER?
No, we only accept payments in € / Euros. You can still be debited in other currency.

 

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 use a different delivery address from your billing address if you choose this before completing your order. Just fill in your desired 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 your PayPal buyer protection address must match your delivery address for all orders payed with PayPal, or your order cannot be sent.

 

DO YOU DELIVER TO PO BOX ADDRESSES AND FREIGHT FORWARDERS?
No, we don’t. German orders can be delivered do a DHL Packstation.

 

IS GERMAN VAT INCLUDED IN MY PURCHASE PRICE?
All prices are shown including German VAT (16%). 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 Delivered At Place (DAP), meaning that any customs or import duties are charged once the parcel reaches its destination country directly by DHL Express. 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?
German orders are shipped with DHL Parcel and all other orders with DHL Express. To Russia, we can only ship Express to a business address. All orders are sent carbon compensated through DHL Go Green. More information about the DHL Go Green program can be found here.

 

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. From the tracking, you can choose from additional services such as scheduled delivery, delivery to other address / person, service point collection and vacation hold. This services are displayed when tracking your parcel.

 

HOW MUCH IS MY SHIPPING?

  • DE DELIVERY (DHL PAKET)
    Standard
    Free Standard

    €5
    Orders over €50

  • EU DELIVERY (DHL EXPRESS)
    Express
    Free Express

    €15
    Orders over €300

  • US & CANADA DELIVERY (DHL EXPRESS)
    Express
    Free Express

    €20
    Orders over €500

  • WORLD DELIVERY (DHL EXPRESS)
    Express
    Free Express

    €30
    Orders over €500

  • RUSSIA (LOCAL POST)
    Reg. int. Airmail
    Free Airmail

    €20
    Orders over €500

 

WHEN WILL I RECEIVE MY ORDER?
Estimated delivery time (workdays). 

  • GERMANY

    1-2

  • EU

    1-3

  • EUROPE

    1-3

  • NORTH AMERICA

    1-5

  • ASIA

    1-5

  • AUSTRALIA & NEW ZEELAND

    2-7

  • SOUTH & CENTRAL AMERICA

    3-7

  • AFRICA

    3-10

  • RUSSIA

    7-14

 

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 customerservice@orimono.eu.

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

 

I HAVE MISSED MY DELIVERY, WHAT HAPPENS NEXT?
If you have missed a delivery attempt, please contact DHL to schedule a new appointment.

If the delivery courier is unable to deliver a package due to an incorrect address entered by the customer, unpaid duties, 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 working days of return delivery.

 

HOW DO I RETURN MY ORDER?
You can use our DHL account to return items from all destinations (Russia and China excluded). Instructions and more information are found under Returns & Refunds.

 

HOW MUCH IS A RETURN LABEL FOR MY PACKAGE?
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.

Please note that you need to have access to a printer to be able to print the return label. Instructions and more information are found under Returns & Refunds.

 

HOW DO I GET REFUNDED?
You'll receive your refund to the same card / 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 customerservice@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 service 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. Items made from sheer and delicate materials are more often prone to rip / tear and you must be aware of this when placing your order.

 

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 back.