Refund policy

How Long after Delivery Can You Request a Return and Refund?

We support return and refund requests within 14 days from the date of delivery.

 

What Are the Return Eligibility Requirements?

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Otherwise, you will be responsible for all costs, and no refund will be issued.

 

Who Is Responsible for the Return Shipping Costs?

- If the return is due to our fault,  such as the damaged or incorrect goods, the consumer is not responsible for the return shipping costs.
- If the return is caused by the consumer, the consumer should be responsible for the shipping costs. The specific fee should be based on the express company you choose.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and handle it appropriately.

Is There a Processing Fee for the Return and Refund?

We do not charge any processing fees for return and refund.

What Is the Process for Requesting a Return and Refund?

To request a return and refund, please follow the steps below:

1、To start a return, you should contact our customer service team at hello@orientalembro.com and provide the following information:
  • Requirement: Return and Refund/Only Refund
  • Order number:
  • Product name:
  • The reason:
2、If your request is accepted, we’ll send you the instructions on how and where to send your package, and the return shipping address will be provided via email after submitting the application. Please note that items sent back to us without first requesting a return will not be accepted.
3、Please arrange shipping via your local logistics provider to our designated address (Hangzhou, China) in accordance with our return requirements, then email us the logistics tracking number.
Note: We recommend using a trackable shipping method. The risk of loss during the return shipping process shall be borne by the customer.
4、We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
Note:
- If the return results from issues on our end, we will refund the full amount you paid (including both the product cost and shipping fees) after receiving and inspecting the returned goods. 
- If the return is caused by you, you will be responsible for all return shipping costs, and the original shipping fee will not be refunded. Besides, if the order enjoys free shipping, the original shipping cost (approximately $20–$30) will be deducted from the refund amount.

 

Under What Circumstances are Refunds Not Approved?

Refunds are not available under the following circumstances:
  • If the package status shows as delivered, but the user claims they did not receive it.
  • If the shipping address provided is incorrect or incomplete, or the recipient cannot be contacted, resulting in failed delivery.
  • If the recipient refuses to sign for the package upon delivery—the package is intact and undamaged, and there is no valid reason for refusal.
  • If the buyer cancels an order during transit, and the shipping time has not exceeded the promised delivery time.

 

How to exchange an item?

To exchange an item, you may first request a return and refund according to the above policy, then place a new order.


For any questions about returns and refunds, you can always contact us at hello@orientalembro.com. We will do our utmost to ensure your satisfaction and provide necessary assistance and support.