ESSENTIALS ZIP-HOODIE

Shipping policy

Orlines ships to selected Tier-1 international markets only.
Eligible shipping destinations include selected countries in Europe, the United States, Canada, Australia, New Zealand, Japan, Singapore and Hong Kong.

Order processing

Orders are processed within 2 business days after the order is placed.
Orders are processed and dispatched on business days only, Monday to Friday, excluding public holidays.

Orders are shipped from China. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

Shipping methods

Orlines offers standard shipping and express shipping to eligible destinations.
All shipments include tracking.

Shipping options, delivery costs and estimated delivery times will be shown at checkout before payment.

Estimated delivery times

Estimated delivery times may vary depending on the destination country, selected shipping method, customs processing and local carrier operations.

Delivery times are estimates only and may be affected by customs delays, local holidays, courier delays or other circumstances outside of our control.

Delivery times are estimates only and may be affected by customs delays, local holidays, courier delays or other circumstances outside of our control.

Shipping costs

Shipping costs may vary by destination and selected shipping method. Shipping is paid at checkout.

Duties, taxes and customs

International orders may be subject to import duties, taxes, customs fees or other charges imposed by the destination country.

Unless otherwise stated at checkout, any applicable import duties, taxes or customs fees are the responsibility of the customer.

Customs processing may cause delivery delays that are outside of our control.

[TO BE ADDED: whether product prices and shipping costs include or exclude local taxes and import duties]

[TO BE ADDED: policy for refused deliveries due to unpaid duties or taxes]

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Return & Refund Policy

If your order is not right for you, you may request a return within 14 calendar days from the date your order is delivered.

Returns are subject to the conditions below and to any mandatory consumer rights that apply in the customer's country of residence.

How to Request a Return

To request a return, please contact Orlines at info@theorlines.com.

Your request must include:

• Order number;
• Name of the item or items you wish to return;
• Reason for the return;
• Clear photos of the item or items if requested by Orlines, including photos of the original tags.

Orlines aims to review return requests within 24 hours during business days and will provide return instructions after the request is approved.

Items must not be sent back without prior authorization from Orlines.

Return Conditions

Returned items may be refused if they do not meet the following requirements:

• The item must be unworn, unused, unwashed, unaltered and in its original condition;
• All original tags must remain attached;
• The item must have no marks, stains, makeup, deodorant marks or other visible signs of wear;
• The item must have no odor, including perfume, deodorant, body odor, smoke or washing powder;
• The item must be returned with its original packaging where applicable;
• A receipt, proof of purchase or order number must be provided.

Non-Returnable Items

For hygiene reasons, sealed or hygiene-sensitive products cannot be returned once the protective seal has been removed or broken, unless the item is confirmed as faulty or the return is otherwise required by applicable law.

Unauthorized returns or items that do not satisfy the return conditions may be refused and returned to the sender.

Refunds

After the returned item reaches the designated return facility, Orlines will inspect it to confirm that the return conditions have been met.

Approved refunds will be issued to the original payment method within 14 days after the returned item is received and approved.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

Orlines may reduce or refuse a refund where a returned item shows signs of wear, use, washing, alteration or damage caused after delivery, subject to applicable law.

Exchanges

Exchanges are subject to product availability.

Unless the item is faulty, damaged or incorrect due to an Orlines order fulfillment error, the customer is responsible for shipping costs associated with an exchange.

If a direct exchange is approved and the replacement item is more expensive, the customer must pay the price difference before the replacement is shipped. If the replacement item is less expensive, the difference will be refunded to the original payment method.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from the item ordered, please contact Orlines within 7 business days from the delivery date.

Your request must include the order number, a description of the issue and clear photos of the item, its tags and the shipping packaging.

If the issue is confirmed, Orlines will cover the reasonable return shipping costs and offer an appropriate resolution, which may include a replacement, exchange or refund to the original payment method.

Incorrect Shipping Information and Lost Orders

Orlines is not responsible for delivery issues caused by incorrect or incomplete shipping information provided by the customer.

Orlines is not responsible for customs fees, taxes or duties imposed by the destination country unless such charges are expressly included at checkout.

Orlines is not liable for misplaced, lost or stolen items after delivery is confirmed by the carrier, except where required by applicable law.

Customer support

Customer support is available in English.
Support hours: 10:00-19:00. [TO BE ADDED: time zone for support hours]

info@theorlines.com - customer support email.
Orlines aims to respond to customer inquiries within 24 hours during business days.