At Oravelmorae, we aim to provide a straightforward and professional experience for every individual who chooses our handbags. We understand that issues can occasionally arise during the fulfillment process, and we have established this Resolution Roadmap to ensure any concerns are addressed with clarity and efficiency.
Our policies are designed to align with the consumer protection standards of Hong Kong and remain consistent with global advertising guidelines.
The journey toward a resolution begins with the delivery of your order. We offer a 30-day period for you to evaluate the condition of your purchase. This timeframe starts precisely on the day the courier hands the package to you at your Hong Kong address.
We believe this duration provides ample opportunity for you to inspect the craftsmanship and ensure the item matches your expectations.
It is important to initiate any requests within this window, as we cannot process returns or facilitate refunds once this thirty-day period has concluded.
To maintain the integrity of our collections and keep our services accessible to all, we validate returns based on specific criteria. A return is eligible if the product arrives with physical damage or if the item delivered does not match the specific model you ordered.
**We encourage our community to be completely sure of their selection before finalizing a purchase. Oravelmorae does not accept returns, exchanges, or refund requests resulting from a change of mind, a shift in personal style preference, or an accidental order. **
By focusing on objective issues like damage or fulfillment errors, we ensure a fair process for everyone.
If you identify a valid issue with your handbag, the first step is to notify our team. Please send an email to support@oravelmorae.com with your order details. To help us understand the situation, we ask that you provide clear evidence of the problem, such as high-quality photos showing the damage or the incorrect item received.
Our support team is live and ready to assist you from 9:00 AM to 6:00 PM HKT, Monday through Friday. Once we receive your email and the supporting images, we will review the details and provide you with further instructions on how to proceed.
Once your request is validated, we handle the heavy lifting. We will arrange for a courier to pick up the item directly from your location within Hong Kong. There are no shipping costs or hidden fees associated with this pickup; we take full responsibility for the logistics of returning a damaged or incorrect product.
When the item returns to our facility, we perform a detailed inspection within 24 hours. If the item is unavailable for a direct replacement or if the damage is beyond repair, we move forward with the refund process. We do not apply any restocking fees, ensuring you receive the full value of your original purchase.
Since Oravelmorae operates exclusively through a Cash on Delivery model, we do not have your banking details on file at the time of purchase. If a refund is the chosen resolution, our team will contact you via email to securely request your bank transfer information.
Once we receive your details and initiate the transfer, it typically takes 5 to 6 business days for the amount to reflect in your account. The exact timeline depends on your specific banking provider’s processing speeds.
We are committed to transparency and will notify you as soon as the transaction is processed on our end.