FAQ

Frequently Asked Questions 

1. About Orienlu & Craftsmanship

Q: Is Orienlu a handcrafted brand or a dropshipping seller?
A: Orienlu is a genuine independent artisan studio based in Xi'an, China. Every piece of jewelry is thoughtfully designed, crafted, inspected, and packaged by hand in our studio. We ship directly from our main studio and do not use third-party dropshipping suppliers or mass-production automated warehouses.

2. Shipping & Customs

Q: Where do you ship, and what are the shipping rates?
A: We offer international shipping direct from our Xi'an studio.

  • Free Shipping: On all orders over $69.00 USD.
  • Standard Shipping: A flat rate of $7.99 USD for orders under $69.00 USD.

Q: How long will it take to receive my order?
A:

  • Processing Time: 1–3 business days for artisan inspection and packaging.
  • Transit Time: Usually 12–20 business days for major international destinations via reliable postal air couriers. A valid tracking number will be provided via email once shipped.

Q: Do I need to pay customs duties or VAT?
A: Orders are shipped on a DDU (Delivered Duty Unpaid) basis. Customers are responsible for any local import taxes, sales taxes, or VAT mandated by their local customs authorities upon arrival.

3. Returns & Cancellations

Q: Can I cancel or change my order?
A: Order cancellations must be requested within 1 hour of placement by emailing contact@orienlu.com with your order number and full name, as our studio team quickly begins preparing and inspecting your items. Once processing begins, orders cannot be canceled.

Q: What is your return policy?
A: We offer a 14-Day Return Policy for non-quality or preference-based returns.

  • Returned items must be shipped back to our main studio in Xi'an, China, via a tracked carrier at the customer's expense.
  • Original shipping fees ($7.99) are non-refundable. For Free Shipping orders, outbound shipping costs will be deducted.
  • For safety and hygiene regulations, earrings and pierced jewelry cannot be returned once the inner packaging seal is opened.

Q: What if my order arrives damaged, defective, or incorrect?
A: If an item arrives severely damaged, defective, or incorrect, please email contact@orienlu.com within 7 days of delivery with clear photos or videos of the product and outer packaging. Once verified, we will arrange a free replacement or a refund at no extra cost to you.

4. Customer Support

Q: How can I contact customer support?
A: For any questions or assistance, please email our studio team at contact@orienlu.com.
Response Time: We usually respond to all inquiries within 24 business hours.