Frequently Asked Questions.
Order and Delivery
Order Tracking
You will receive an email from our courier company with the tracking number once the order has left the warehouse.
If the tracking number does not work, please try again after a few hours, as it may take a while for the system to update the latest information.
Shipping Time and Expenses
You can view the shipping times and rates at checkout after entering your address.
Order Modification and Cancelation
Order preparation is fast, so we cannot guarantee that we will be able to get to you in time to make the change or cancel it.
Once an order has been processed, no changes or cancellations can be made, however, please do not hesitate to contact our Customer Service team and we will do our best to accommodate your request.
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Customs Clearance
When making a purchase from abroad, customs duties and taxes may be incurred, which does not depend on ORRI but on the policies of each country.
Before finalizing the purchase, at the moment of choosing the shipping method, a notice will appear in case of incurring any type of expense related to customs or customs taxes not included.
Exchanges and Returns
Return and Exchange Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
*Please remember that unless the return or exchange is due to manufacturing reasons or errors on our part, the cost of the return will be assumed by the customer.
Please read the full policy here.
Refund Policy
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@orrigroup.com.
Product Information
Measurements
You can check the measurements of a specific product in the characteristics section of its product page.
Glasses Care
We recommend:
- Cleaning them with a soft cloth and always use the ORRI case to carry them. Avoid using soap and water.
- Keep them away from direct light sources for a long period.
- It is preferable not to leave the glasses upside down nor to drag them on hard surfaces, as this may scratch the lenses.
Payment and Security
Payment Methods
We currently support these payment methods:
- Cards: VISA, MasterCard, American Express, Apple Pay
- Paypal
Declined Payments
The three most common reasons why a payment is being rejected by our payment system are as follows:
- Insufficient funds. Make sure there are sufficient funds in the account to make the purchase.
- The credit card was not issued from the country you are currently in. Make sure the credit card you are using is issued from the same country where you are making the purchase.
- Your bank is blocking online payment for security reasons. Contact your bank and make sure that the payment is not being blocked.
Payment and Order Confirmation
The total amount of your order will be withdrawn from your account when the order and payment have been processed and approved.
In the event that no payment has been received after the order has been processed, ORRI may cancel your order automatically and without notification.
You will receive an email as soon as your order leaves the warehouse to the email address you provided at checkout. If for some reason you have not received any email, please check your spam folder.
For any inquires you may have, you can contact us here.
Security of Payment Information
All transactions are handled directly by our payment service provider Stripe, with secure encryption and under strict banking standards.
Discount Application
The discounts we offer are only valid for orders placed on our official website, and for a limited amount of time.
If you have requested a discount code in the checkout process but it has not been applied, please check that the code was valid at the time of purchase.
If you have applied a valid code but it has not been applied, please contact us here.
Other Questions
I Want to Become a Distributor of ORRI Eyewear
Great! Please contact us at retail@orrigroup.com
Be sure to include any information you think is relevant.
Any More Questions?
You can contact us using the contact link in the footer of the website, or by clicking here. We will get back to you as soon as possible!