Shipping policy
SHIPPING POLICY
At ORANA, we aim to process and deliver orders as quickly and reliably as possible.
Order Processing
Orders are typically processed within 1–2 business days after payment has been successfully received.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During product launches, promotional periods or periods of unusually high order volume, processing may take slightly longer.
Shipping Destinations
ORANA ships to selected countries and regions displayed during checkout.
Available shipping options, delivery estimates and shipping costs depend on the destination and will be shown before you complete your order.
Shipping Rates
Shipping rates are calculated based on the delivery destination and are displayed at checkout.
Free standard shipping is available on eligible orders of €75 or more, or the equivalent threshold displayed in the customer's applicable market and currency.
Any applicable shipping discount will be automatically reflected at checkout.
Estimated Delivery Times
Estimated delivery times vary depending on the destination.
Current delivery estimates are displayed during checkout based on the shipping destination and available shipping method.
Delivery estimates begin after the order has been processed and shipped.
Please note that all delivery times are estimates and are not guaranteed.
Tracking
Where tracking is available, you will receive a shipping confirmation containing tracking information once your order has been dispatched.
Tracking information may take some time to become active after the carrier receives the shipment.
Customs, Duties and Import Taxes
Orders shipped within the European Union are not subject to import customs duties when shipped from our EU fulfillment location.
For orders delivered outside the European Union, customs duties, import taxes, brokerage fees or other charges may apply depending on the destination country and shipping arrangement.
Where such charges are not included in the amount paid at checkout, they may be payable by the recipient upon import.
ORANA is not responsible for customs charges imposed by the destination country unless we explicitly state at checkout that duties and taxes are included.
Customs clearance may also affect delivery times.
Delivery Delays
Delivery may occasionally be delayed due to carrier operations, customs processing, weather conditions, public holidays, peak periods or other circumstances outside our reasonable control.
If your shipment is significantly delayed, please contact us at info@oranasense.com and we will assist you in investigating the shipment.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please review your shipping information carefully before completing checkout.
If you notice an error after placing an order, contact us as soon as possible at info@oranasense.com.
We cannot guarantee that an address can be changed once an order has entered processing or has been shipped.
If a shipment is returned to us because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be resent.
Lost or Damaged Shipments
If your order appears to be lost in transit or arrives damaged, please contact us at info@oranasense.com.
For damaged shipments, please include your order number and clear photographs of the product and packaging.
We will investigate the issue with the shipping carrier and provide an appropriate resolution in accordance with our Return & Refund Policy and applicable consumer protection law.
Contact
For questions regarding shipping or delivery, please contact:
ORANA Support
info@oranasense.com