Shipping policy
General Rules
- All shipping timelines listed below are approximate estimates. They do not include weekends, public holidays, or unforeseeable delays caused by couriers (such as extreme weather, high shipping volume, traffic congestion, etc.).
- If the estimated dispatch dates of items in your order are more than 7 days apart, we may split your order.
- All shipping fees are calculated based on the order subtotal before taxes and discounts, and are non-refundable.
Shipping Coverage
We currently ship to most regions across Asia, Europe, North America and Oceania, and we are gradually opening up shipping services to more countries and regions around the world.
- We do not ship to PO boxes, parcel lockers, APO/FPO addresses, or freight forwarding companies.
- If you see a "cannot ship to this address" prompt at checkout, please don't worry: it just means your region is not yet open for delivery. We will roll out service to more areas soon, please stay tuned.
Shipping Fees & Delivery Timeline
We offer a simple unified shipping policy for all opened regions globally:
- Order subtotal (before taxes & discounts) over 30 USD → FREE shipping
- Order subtotal (before taxes & discounts) below 30 USD → Flat rate shipping fee of 30 USD
All timelines below are counted after order processing, and do not include order processing time. For the most accurate estimated delivery date, please refer to the timeline shown at checkout.
| Region | Estimated Delivery Timeline (business days) |
|---|---|
| United States & Canada (Standard) | 2-5 |
| United States & Canada (Express) | 1-3 |
| United Kingdom | 2-4 |
| Continental Europe | 2-4 |
| Australia & New Zealand | 2-4 |
| East Asia & Southeast Asia | 2-4 |
| Other opened international regions | 3-7 |
Duties, Taxes & Additional Fees
Import Duties & Taxes
- For orders shipped to the United States, Canada, United Kingdom, EU member states, Australia, New Zealand, Japan, South Korea, Hong Kong, Singapore, Malaysia, Thailand and other major opened regions: Duties and import taxes are either included in the product price or pre-calculated at checkout, no extra unexpected fees will be charged upon delivery.
- For orders shipped to other opened international regions: Your shipment may be subject to additional customs duties, taxes and service fees levied by your local government. Orlueur has no control over these charges, cannot advise on the specific cost, and is not able to reimburse any duties/taxes paid upon delivery.
Foreign Transaction Fees
Orlueur will not charge any extra fees beyond the total order amount displayed at checkout. Any additional foreign transaction fees are charged by your card issuing bank, and are not controlled by Orlueur. We cannot issue refunds for such bank fees. If you have any questions about extra charges, please contact our customer service team with details.
How To Check Your Order Status
It takes up to 24-48 hours after dispatch for the tracking status to update in the courier system. You can log into your Orlueur account to check real-time order status at any time.
Order Status Definitions:
Because every piece of Orlueur jewelry is carefully handcrafted to order, your order will go through several meticulous stages before it reaches you. You will see the following statuses in your account:
| Status | Meaning |
|---|---|
| Order Received | We have received your order and it is currently within the 48-hour cancellation/modification window. For full bespoke custom designs, our team will begin the Initial Consultation and 3D CAD Design process (typically 1-2 working days) during this time. |
| In Production / Crafting | Your order has passed the 48-hour window (or your custom 3D CAD has been approved) and is now being handcrafted by our expert jewelers. For standard made-to-order pieces, this expert crafting process typically takes 10-14 days, depending on the complexity of the design. |
| Shipped | Your piece has passed inspection, been beautifully packaged, and dispatched to the courier. Please note that tracking information may take a few hours to be updated by the courier system. |
Order Cancellation
Because all Orlueur pieces are custom-made specifically for you, you have a 48-hour window after placing your order to cancel or make modifications. To cancel, simply log into your Orlueur account, go to "My Orders," and click the "Cancel Order" button. If you placed the order as a guest, you can create an account with the same email used for checkout to access the cancellation option.
After 48 hours, your order will officially enter the production process. Once production has started, we are strictly unable to accommodate any cancellation or modification requests. However, if you change your mind after the 48-hour window, please don't worry—you can simply wait for the package to arrive and then initiate a return in accordance with our Return Policy.
Inventory Type Definitions
| Availability | Meaning |
|---|---|
| In Stock | Items are in our warehouse and ready to ship. In-stock items normally ship within 1-2 business days after purchase. Personalized/engraved in-stock items require extra processing time, and normally ship within 8 business days. |
| Pre-order | The item is not currently in stock but will be restocked soon. You can purchase it in advance, and we will ship it as soon as it arrives at our warehouse. The estimated dispatch date will be shown on the product page and at checkout. Your payment will be processed when you place the order. |
| Made-to-order | Your item is custom-made specially for you after you place the order, so it requires longer processing time. Please check the estimated dispatch date on the product page before placing your order. |
All estimated dispatch dates above are approximate and may change due to production arrangements. If your order is delayed, our customer service team will contact you with an update as soon as possible.
Delayed Orders
If your order has not been dispatched by the estimated shipping date, our customer service team will contact you with an update within 24-48 business hours. If you have any questions, you can reach us via live chat or email at admin@orlueur.com at any time.
(You can adjust the flat shipping fee for orders below 30USD and customer service contact info to fit your actual setup)