Help / FAQ
Frequently Asked Questions
Welcome to the Orvano Help Centre. Find answers to the most common questions below. If you can't find what you're looking for, our support team is always happy to help.
🛍️ Ordering
How do I place an order?
Browse our collections, select your item and size, then click Add to Cart. When you're ready, proceed to checkout, enter your delivery and payment details, and confirm your order. You'll receive a confirmation email shortly after.
Can I modify or cancel my order after placing it?
We operate a strict 1–2 hour cancellation window from the time of purchase. If you need to cancel or change your order, please contact us immediately at orvano.co@outlook.com. Once this window has passed, your order enters our fulfilment system and can no longer be altered. In that case, you'll need to wait for delivery and follow our standard returns process.
Will I receive an order confirmation?
Yes. A confirmation email is sent to the address you provided at checkout as soon as your order is placed. Please check your spam folder if you don't see it within a few minutes.
Do you accept international orders?
Currently, we ship within the United Kingdom. Please check back as we expand our delivery regions.
💳 Payment
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal and other payment methods available at checkout. All transactions are processed securely.
Is my payment information secure?
Absolutely. Our store is powered by Shopify, which uses industry-standard SSL encryption to protect your payment details. We never store your full card information on our servers.
When will my card be charged?
Your payment is processed at the time you place your order. You will not be charged until your order is confirmed.
Why was my payment declined?
Payment declines can happen for several reasons — incorrect card details, insufficient funds, or a bank security check. Please verify your details and try again, or contact your bank. If the issue persists, reach out to us at orvano.co@outlook.com.
📦 Shipping
How much does shipping cost?
We offer free standard shipping on all orders delivered within the United Kingdom. No hidden fees or handling charges are added at checkout.
How long will my order take to arrive?
Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays). After dispatch, estimated transit time is 7–14 business days. Orders placed on weekends or bank holidays begin processing the next business day.
How do I track my order?
Once your order has been dispatched, you'll receive a shipment confirmation email containing a carrier tracking number. Use this number on the carrier's website to monitor your delivery in real time.
What if my order is delayed?
While we do everything we can to ensure timely delivery, occasional delays may occur due to severe weather, high-volume shipping periods, or carrier backlogs. If your order is significantly delayed, please contact us at orvano.co@outlook.com and we'll actively assist you.
🔄 Returns & Refunds
What is your return policy?
You may request a return within 30 days of the documented delivery date. Items must be unused, unworn, unwashed, and unaltered, with all original tags, labels, and packaging intact. Items showing signs of wear, staining, or damage will not be accepted.
How do I start a return?
- Email us at orvano.co@outlook.com within 30 days of delivery, including your order number and the items you wish to return.
- Our team will review your request and provide an authorised return warehouse address and instructions.
- Do not send items back to the address on the original shipping label or our business address — returns sent to unauthorised addresses cannot be processed.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer and are non-refundable. We strongly recommend using a trackable service and purchasing shipping insurance for high-value items.
When will I receive my refund?
Once your returned items are received and pass our quality inspection, we'll notify you by email. If approved, your refund is processed immediately and credited back to your original payment method within 3–10 business days.
What if my refund hasn't arrived?
First, check your bank statement and allow the full 10 business days. If you've received an approval email but still haven't seen the credit, contact your bank — processing times vary by institution. If you're still having trouble, email us at orvano.co@outlook.com.
👤 Account
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track your orders, save your details for faster checkout, and manage your preferences.
How do I create an account?
Click Log in at the top of the page and select Create account. Enter your name, email address, and a secure password to get started.
I've forgotten my password. What should I do?
Click Log in, then select Forgot your password?. Enter your email address and we'll send you a reset link.
How do I update my personal details?
Log in to your account and navigate to your account settings to update your name, email, address, or password at any time.
📬 Contact Support
Still have questions? Our customer support team is here to help.
- Email: orvano.co@outlook.com
- Phone: +44 7520 689 456
- Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
We aim to respond to all enquiries within 24 business hours.