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 use our messenger chat 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 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 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 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 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?
The prices shown in our web shop includes VAT for all EU destinations. The VAT rate differs slightly between different EU countries, but regardless of VAT rate in your EU country, the listing price is the same, just the part of the price which is VAT tax differs depending on destination country.

There is no VAT in any orders from outside the EU. When shopping from outside the EU, use our Geo-locator on top of the page and select your country if not auto-selected. The prices displayed after applying correct location are without VAT and if applicable, shown in your local currency which will also be used in the checkout to complete the order. 

WILL I HAVE TO PAY CUSTOMS AND IMPORT CHARGES WHEN ORDERING FROM OUTSIDE THE EU?
All parcels shipped to outside the EU are Delivered At Place (DAP), meaning that any customs or import duties are charged by UPS when delivered. 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?
International orders are shipped with DHL Express or UPS and German orders with UPS or DHL.

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?
Depending on your delivery location and the service you choose, your delivery costs varies as stated below.

DELIVERY & PACKAGING
We ship our German orders with DHL Paket and UPS. International orders are sent with UPS to all destinations. International buyers can always choose between standard (expedited) or express delivery. UPS deliveries to 220 countries, meaning we ship to you, regardless of where you live.

To offset for our carbon emissions created delivering your order, all orders are shipped with DHL Go Green or UPS Carbon Neutral. Your order is packed completely plastic free in a box that was made in the EU and is made up from a minimum of 90% recycled materials and which is completely recyclable and bio-degradable. The ink used to print our boxes is water based and the glue used for our tape stripes are made in Germany from paper with environmental friendly glue.

DUTY & CUSTOMS
All parcels shipped to outside the EU are Delivered At Place (DAP), meaning that any customs or import duties are charged by UPS when delivered. 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.

TRACKING
After dispatch, you will receive a dispatch confirmation with a tracking link for your parcel to receive up to date information about your shipment.

LOST / DELAYED PARCEL
If you suspect that your parcel is being delayed or lost, please send us an e-mail to customerservice@orimono.eu.

Please note that we are not able to form a formal complaint to UPS and / or DHL until the parcel is 3 or more weeks delayed and / or tracking hasn’t been updated for 6 days.

If a parcel has been lost, UPS and / or DHL / Deutsche Post own the right to allow 3 months from complaint date before a refund is being made while conducting the investigation.

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 UPS / DHL until the parcel is 1 or more weeks delayed and / or tracking hasn't been updated for 5 days.

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

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 return delivery.

HOW DO I RETURN AN ITEM OR ORDER?
To return an item for exchange or refund, please follow the steps below:

Contact us at customerservice@orimono.eu with your intentions to return. Include your order number and specify which item(s) you wish to return. To exchange for another item, please inform us as soon as possible so that we can reserve the wanted item for you while waiting for your return goods.

You may opt to use a return label for your EU return for a fixed fee of €12 (for option with pick up +€5). If you want your return picked up, we need your pick up address (can be other then delivery address) and a 3 hour time slot and date for the pickup. To use a return shipping label, you need access to a printer as we send it digital to you, or you can use the provided QR code and present this at the drop off point where applicable. 

For outside EU customers, we only accept returns sent with an express shipping courier. We strongly recommend to use our account for competitive rates, but you can also use your own choice of service. If you send with your own choice of shipping, please provide us with the tracking number as soon as the parcel has been sent. There are some things to consider when returning items from outside the EU to avoid incorrectly added taxes and surcharges. We recommend you to contact us with your intentions to return and we will happily help you further.

Instructions and more information are found under Shipping and 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 if nothing else has been agreed upon.

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 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.

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.