Return & Refund Policy

We are committed to providing clear, fair, and transparent policies while ensuring an exceptional shopping experience. Every piece at Orienlu is thoughtfully designed, crafted, inspected, and packaged by hand in our Xi'an artisan studio. Please read these terms carefully before placing your order. By completing a purchase at Orienlu, you acknowledge and agree to the following terms.

1. 14-Day Return Policy

We want you to love your jewelry as much as we loved crafting it. If you are not completely satisfied with your purchase, you may request a return within 14 days of delivery by contacting us at contact@orienlu.com.

Return Shipping Fees: As a small, independent craft studio shipping internationally, customers are responsible for international return shipping costs for non-quality or preference-based returns. Returned parcels must be shipped via a carrier providing a valid tracking number back to our main studio in Xi'an, China.

Non-Refundable Outbound Shipping: Original shipping fees paid at checkout (e.g., standard $7.99 shipping) are strictly non-refundable. For orders that qualified for Free Shipping, the actual cost of outbound shipping will be deducted from the final refund amount.

Additional Return Conditions:
- Partial Returns & Free Shipping: If a partial return reduces your order total below the $69 USD threshold, the standard shipping fee ($7.99 USD) will be deducted from your refund.
- Return Approval Required: Unauthorized returns or parcels sent back without our written instructions and proper customs marking will be refused at our studio.

⚠️ Strictly Non-Returnable Items: For safety, health, and hygiene limitations, the following items cannot be returned or exchanged under any circumstances:

  • Earrings & Pierced Jewelry: Due to strict health and hygiene regulations, earrings cannot be returned once the inner packaging seal is opened.
  • Sizing & Preferences: Incorrect sizes or colors selected by the customer (please refer to our sizing guides before ordering); changes of mind or personal preference.
  • Wear & Misuse: Damage caused by improper handling, misuse, or general wear over time after delivery.
  • Final Sale & Custom Pieces: Clearance, promotional items (discounts > 30% off), or customized/personalized orders.

2. Damaged, Defective, or Incorrect Orders

We will gladly issue a full refund, partial refund, or a free replacement at no extra cost to you under the following specific circumstances:

  • Damaged or Defective Items or Wrong Item Delivered: If your item arrives severely damaged, has a significant manufacturing defect, or if you received the wrong item, please email us within 7 days of delivery with your order number and clear photos or videos of both the damaged product and the outer packaging. Once verified, we will arrange a replacement or refund.
  • Lost or Severely Delayed Shipments: If your tracking status has not updated and the package is not delivered within 35 business days (excluding customs clearance delays or extreme weather force majeure), the package will be deemed lost, and a full refund or free replacement will be processed.
  • Partial Order Defects: If only one item in a set or a minor, repairable defect occurs, we reserve the right to offer a partial refund or mail a single-item replacement.

3. Order Cancellations

  • Within 1 Hour: Because our studio begins preparing and inspecting your orders quickly, order cancellations must be requested within 1 hour of placement. Please email contact@orienlu.com with your order number, full name, and reason. We will issue a full refund to your original payment method.
  • After 1 Hour / Shipped: Once an order has entered final processing or has been shipped, it cannot be canceled or intercepted. However, you may initiate a standard return once the parcel arrives.

4. Non-Refundable Delivery Scenarios

We utilize reliable international postal couriers. However, no refunds will be issued if a package fails to deliver due to the following reasons:

  • Incorrect Address: The shipping address provided at checkout was incorrect, incomplete (e.g., missing apartment, unit, or suite number), or improperly formatted.
  • Unclaimed/Refused Packages: The courier attempted delivery multiple times but the recipient was unavailable, or the customer refused the package (other than for visible transit damage). Unclaimed packages are typically held for 5-10 business days before being destroyed by local post offices.
  • Refusal to Pay Duties/VAT: If the package is returned or destroyed because the customer refused to pay local import taxes, sales taxes, or VAT (refer to Section 5 of our Shipping Policy).

5. "Delivered" but Missing Packages

If the tracking info shows "Delivered" but you cannot find your package:

  1. Please check with family members, neighbors, or your property management office, and contact your local post office (e.g., USPS/Royal Mail) within 48 hours.
  2. We will provide all official shipping documentation to assist you in filing a claim with the carrier.
  3. Please note: Once the shipping carrier officially confirms successful delivery to the correct address, Orienlu is no longer legally responsible for package theft or misdelivery, and refunds will not be issued.

6. Refund Processing Time

All approved refunds are issued back to the original payment method.

  • Inspection & Approval: Upon receiving your returned package, please allow 3–5 business days for our studio team to inspect the items and process your refund.
  • Bank Clearance: Once approved, it may take your bank or credit card company an additional 5–7 business days to post the funds to your account.