What if I forgot my password?
If you forgot your password, you can request a new password via the ‘Forgot password’ button on the login page.
What if I have a question about my order?
Please drop us a line at email@example.com. We're here to answer your questions about your orders, shipping and returns from Monday till Friday, between 9:00 a.m. and 6:00 p.m.
What payment methods does Orlanda accept?
We accept Visa, MasterCard, American Express, IDEAL, Bancontact, Dexia Pay button, KBC Pay button, CBC Pay button and Paypal. For more details about shipping, click here.
What is Orlanda’s shipping policy?
We offer free shipping worldwide (including Belgium, the Netherlands and Luxemburg) on clothing, accessories and small goods on all orders over 350 euro, except for furniture and art. Please note that shipping quotes for art and furniture items will be quoted individually. Orders placed before 2 pm GMT+2 ET on business days begin processing on that day; orders placed after 2 pm GMT+2 ET begin processing on the next business day. For more details, click here.
Does Orlanda ship to countries other than Belgium?
We ship worldwide using DHL service with delivery within two to five business days. International shipping rates vary by country. We don’t ship to Russia and Belarus. To see the shipping cost for your order, place items in your bag and begin the checkout process: add your billing and shipping information and continue to the next step to view your shipping cost.
What about items marked as requiring special delivery?
All orders are delivered by DHL, excluding art and furniture items where we use specialist shipping companies. All items will be safely packed. Some items are made to order, and may ship from us or directly from the manufacturer. If you place an order for one or more of these items, we will contact you via email regarding production and/or shipping.
What about fees, taxes, and/or duties for international orders?
International orders are subject to duties and taxes determined by the country to which they are shipped. These fees are the responsibility of the recipient to pay upon delivery. Orders refused at the point of delivery will incur return shipping charges as well as a restocking fee equivalent to the duties and taxes levied upon the original shipment. We are required by law to list directly on the package the full retail value of items ordered and contained therein. We cannot mark any package as a gift to avoid customs and duties fees. On rare occasions, customs agents may delay the delivery of, open, and/or examine the contents of packages at their discretion. For more information on customs fees and procedures, please contact your local customs office.
What if I receive a damaged or defective item?
If you receive a defective or damaged item, please contact us immediately at firstname.lastname@example.org. In the case of damage incurred during shipment, we must be notified within 48 hours of delivery in order to initiate the return process.
What is the charge for return shipping?
The buyer is responsible for return shipping and for any costs involved. Orlanda is not responsible for return shipping costs nor duty reimbursement in case of international purchases. We cannot accept responsibility for parcels lost in transit. All sales are final after 14 days of purchase. For more details about shipping, click here.
How does the pre-order process work?
Select items are available for pre-order and are marked accordingly. Upon placing a pre-orderable item in your bag, you will see the item’s expected ship date. Pre-orders require a 50% deposit at the time of purchase. When the item is ready to ship, the balance due will be charged to your card. Once the payment is processed, you will receive an email with tracking information for the shipment. Any other (non-pre-order) items in your order will ship separately.
More questions? Please contact us email@example.com.