Refund policy
Return Time Limit
Return Eligibility
To be eligible for a return, your item must meet the following requirements:
- In the same original condition as received
- Unworn and unused with intact tags
- Kept in complete original packaging
Return Notes
1. All shipping fees incurred by voluntary returns due to change of mind shall be borne by customers. Please note that returns will need to be shipped back to our address in China. International shipping rates may apply.
2. Please inspect your package immediately upon delivery. Kindly contact our customer support promptly if you receive defective, damaged or incorrect items.
Lost, Damaged or Wrong Item
- Damaged or incorrect items on arrival: Customers must provide clear unboxing photos or videos within 48 hours after delivery confirmation. We will arrange a replacement or full refund promptly after verification.
- Parcel lost before delivery confirmation: We provide two optional solutions: free reshipment of the same product, or a full refund.
- Delivered but missing parcel (porch theft): We are not responsible for lost packages that are successfully delivered according to carrier tracking records. You may contact the logistics carrier to file an investigation.
Return & Refund Processing Fee
We do NOT charge any hidden processing fees, restocking fees or refund fees.
Return & Refund Application Process
1. Submit a return request via our official email: hello@orientalembro.com
Please provide required information:
- Request type (Refund Only / Return for Refund / Exchange)
- Order number
- Product name
- Return reason
2. We will review and approve qualified return requests within 24-48 hours. The official return address and detailed shipping instructions will be sent to your registered email. Please note that unauthorized returns without prior application will be rejected directly.
3. Ship the parcel via trackable international logistics and send us the tracking number after shipment. Registered shipping is highly recommended to avoid parcel loss.
4. Refund Process
We will inspect all returned items after receipt. Once your return is approved, the full payment will be refunded to your original payment method via email notification. Please allow 5-10 business days for funds to reflect in your account, subject to your bank's internal processing schedule.
Non-Refundable Circumstances
- Logistics tracking shows delivered while buyer claims non-receipt without valid logistics proof.
- Delivery failure caused by incorrect shipping address or unreachable recipient.
- Unreasonable package refusal with intact package and no quality issues.
- Voluntary order cancellation during transportation before delivery.
- Returned bags with wear marks, stains, broken hardware or missing original tags and packaging.