FREQUENTLY ASKED QUESTIONS
1. HOW DO I PLACE AN ORDER?
Simply select the item you would like to purchase, choose your preferred size and available options, then add it to your bag. Proceed to checkout and follow the instructions to complete your order and payment.
2. HOW DO I KNOW WHICH SIZE TO CHOOSE?
Please refer to the Size Guide available on our website before placing your order. We recommend checking the product measurements carefully, as sizing and fit may vary between styles.
3. CAN I CHANGE OR CANCEL MY ORDER?
We begin processing orders as quickly as possible. If you need to change or cancel an order, contact our Customer Care team as soon as possible at customer.orenza@outlook.com.
We cannot guarantee changes or cancellations once an order has entered processing or fulfillment.
4. HOW CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available. You can use this information to follow the progress of your delivery.
5. HOW LONG WILL DELIVERY TAKE?
Delivery times depend on your destination and the shipping method selected at checkout. Estimated delivery times will be displayed where available. Please refer to our Shipping & Delivery Policy for further information.
6. DO YOU SHIP INTERNATIONALLY?
Yes. ORENZA ships internationally to supported destinations. Available shipping methods, estimated delivery times, and applicable charges are displayed during checkout.
7. WILL I HAVE TO PAY DUTIES OR TAXES?
International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country. Where these charges are not collected at checkout, they may be payable by the recipient according to local regulations.
8. WHAT IS YOUR RETURN POLICY?
Eligible items may be returned in accordance with our Returns & Refunds Policy. Items must meet the applicable return conditions and be returned within the stated return period.
Please contact Customer Care before sending a return. Do not send products directly to our business address unless instructed to do so.
9. WHAT IF I RECEIVE A DAMAGED OR INCORRECT ITEM?
Please contact us as soon as possible at customer.orenza@outlook.com and include your order number, a description of the issue, and clear photographs of the item.
Our Customer Care team will review your request and provide the appropriate next steps.
10. HOW LONG DOES A REFUND TAKE?
Once an approved return has been received and inspected, we will process the applicable refund. After processing, your bank or payment provider may require additional time for the funds to appear in your account.
11. WHAT PAYMENT METHODS DO YOU ACCEPT?
Available payment methods are displayed securely during checkout and may vary depending on your country, currency, and payment provider.
12. ARE MY PAYMENT DETAILS SECURE?
Payments are processed through the secure payment methods available through our online store. ORENZA does not directly store complete payment card details used during checkout.
13. WHAT SHOULD I DO IF I HAVEN'T RECEIVED MY ORDER?
First, check your tracking information for the latest delivery update. If your order appears significantly delayed or you need further assistance, contact our Customer Care team with your order number.
14. HOW CAN I CONTACT ORENZA?
For questions about products, orders, shipping, returns, or general assistance, contact:
Email: customer.orenza@outlook.com
Phone: +44 7457 296 296
Our Customer Care team aims to respond within 1–2 business days.