Shipping policy

Last updated: October 21, 2026

Thank you for shopping with Orelune. This Shipping Policy explains how we process and ship orders placed on https://theorelune.shop/ (the “Site”), what shipping costs, and what to expect after you buy. By placing an order, you agree to this policy. Nothing in this policy limits any rights you have under the consumer protection laws of your country or state.

Order Processing

  • Unless otherwise stated on the Site or at checkout, orders are processed within 1 business day (Monday to Friday, excluding public holidays).
  • Orders placed after 12:00 pm (store local time), on weekends, or on public holidays begin processing the next business day.
  • During high-volume periods (such as promotions, product launches, and holiday seasons), processing may take longer. If we expect a significant delay, we will notify you by email.
  • We may hold an order for verification if it is flagged for payment, address, or fraud review. If we cannot verify an order, we may cancel it and issue a full refund to the original payment method.

Shipping Delays and Your Right to Cancel

If we are unable to ship your order within the time stated at checkout (or, if no time is stated, within 30 days of your order), we will notify you before that time passes, give you a revised shipping date, and offer you the option to cancel for a full refund. If you choose to cancel, your refund will be issued to your original payment method.

Shipping Methods and Delivery Times

  • Available shipping methods, costs, and estimated delivery times are shown at checkout before you place your order.
  • Delivery times are estimates only and begin once your order has shipped, not from the date of purchase.
  • Delivery may be affected by carrier delays, customs processing, weather, natural disasters, public health events, labor disputes, or other circumstances outside our reasonable control. We are not responsible for delays caused by the carrier or customs once an order has been handed to the carrier, but we will help you resolve them.

Shipping Costs

Shipping charges are calculated at checkout based on your destination, order weight, and selected shipping method. Free standard shipping may be offered on selected orders as displayed at checkout. Promotional shipping offers may change or end at any time and apply only to orders placed while the offer is active.

Order Tracking

Once your order ships, we will email a shipping confirmation with a tracking number and link where the shipping method supports it. Tracking information may take 24–72 hours to update after you receive it. Please make sure your email address is correct and check your spam or promotions folder.

Address Accuracy

  • You are responsible for providing a complete and accurate shipping address, including apartment or unit numbers and postal code.
  • Please contact us as soon as possible if you need to correct your address. We can only change an address before your order ships.
  • We are not responsible for orders delivered to an incorrect or incomplete address provided at checkout. If a package is returned to us because of an address error, we will contact you; reshipping may require you to pay additional shipping costs.
  • Orders shipped to freight forwarders, reshippers, or package-holding services are considered delivered once received at that address.

Undeliverable, Refused, or Unclaimed Packages

If a package is returned to us as undeliverable, refused, or unclaimed (including where import charges were not paid), we will contact you. We may reship the order at your expense or issue a refund for the product cost, less original and return shipping charges and any non-refundable duties or fees, unless applicable law requires otherwise.

Delivered but Not Received

If tracking shows your order as delivered but you have not received it:

  1. Wait 48 hours, as carriers sometimes mark packages delivered early.
  2. Check around your property, mailbox, parcel locker, building mailroom, and with neighbors or household members.
  3. Contact your local carrier office.
  4. If the package still cannot be found, contact us within 14 days of the delivery date shown in tracking, and we will open an investigation with the carrier and work with you on a resolution.

Lost or Damaged Packages

  • Lost in transit: If tracking has not updated for 10 business days (domestic) or 20 business days (international), contact us and we will open a trace with the carrier.
  • Damaged on arrival: Contact us within 7 days of delivery with your order number and clear photos of the damaged item(s) and packaging. Please keep the packaging until your claim is resolved.
  • Once a claim is confirmed, we will offer a replacement or refund at our discretion, subject to your rights under applicable law.

Risk of Loss

Risk of loss and title for products pass to you when the order is delivered to the carrier, except where applicable consumer law provides that risk passes on delivery to you (including for consumers in the United Kingdom and European Union), in which case that law applies.

International Orders, Customs, Duties, and Taxes

International orders may be subject to import duties, taxes (including VAT, GST, HST, PST, QST, and RST), customs fees, and carrier brokerage or handling fees. These charges are set by customs authorities and carriers, vary by destination, product classification, value, and shipping method, and are outside our control.

  • Collected at checkout: Where taxes and duties are calculated and collected at checkout, they will be shown before you place your order and you should not be asked to pay them again at delivery.
  • Not collected at checkout: If checkout does not state that duties and taxes are prepaid, any import charges are your responsibility and may be due before or at delivery.
  • Customs delays: Customs processing may delay delivery. We are not responsible for delays caused by customs inspections or holds.
  • Local rules: You are responsible for ensuring the products you order may be lawfully imported into your country. We recommend checking your local import rules before ordering.

This applies to all international destinations, including Canada, the United Kingdom, and the European Union.

Shipping Destinations

We ship to the countries and regions available for selection at checkout. We reserve the right to refuse, cancel, or restrict shipments to any destination, including destinations subject to trade sanctions, export controls, or carrier restrictions, and to cancel and refund any order we are unable to fulfill for these reasons.

Order Changes and Cancellations

  • To change or cancel an order, contact us as soon as possible at info@theorelune.shop with your order number.
  • We can usually accommodate changes or cancellations before the order ships. Once an order is in transit, it cannot be modified or cancelled, but you may be eligible for a return under our Refund Policy.
  • Approved refunds for cancelled orders are issued to the original payment method. Depending on your bank or card issuer, refunds may take 5–10 business days to appear.

Contact Us First

If there is any issue with your order, please contact us before disputing a charge with your bank or card issuer. Most issues can be resolved faster directly with our team, and we are committed to finding a fair resolution.

Changes to This Policy

We may update this policy from time to time. Changes take effect when posted on this page, and the “Last updated” date above will be revised. The version in effect when you place your order applies to that order.

Questions?

Contact our team at info@theorelune.shop.