Ordering
Where do you ship?
To street addresses and P.O. Boxes in the 48 contiguous United States and the District of Columbia, and internationally to Canada, Australia and all 27 member states of the European Union. We do not ship to Alaska, Hawaii, Puerto Rico, any other U.S. territory, to APO, FPO and DPO military addresses, or to any other country. Orders to those addresses will not return a shipping rate at checkout.
Can I change or cancel my order?
Yes, within 24 hours of placing it. Email support@orlenaz.com with your order number. After 24 hours the order is usually already with the warehouse and we cannot pull it back, but you can still return it once it arrives.
Shipping
How long will my order take?
Processing takes 3 to 5 business days, and delivery takes a further 8 to 12 business days. Total: 11 to 17 business days. Business days are Monday to Friday and exclude U.S. public holidays.
What is the cut-off time?
Orders placed before 6:00 PM MT, Monday to Friday, start processing the same day. Anything after that, or on a weekend or holiday, starts on the next business day.
What does shipping cost?
United States: a flat $7.95 per order, free once your order total after any discount reaches $60. Canada, Australia and the European Union: a flat $9.95 (USD) per order, free once your order total after any discount reaches $79 (USD).
Who delivers?
In the United States, USPS or FedEx. Orders going to a P.O. Box always travel by USPS, because FedEx does not deliver to P.O. Boxes. International orders are delivered by a postal or courier partner in the destination country.
Where does my order ship from?
From our supplier's warehouse in China. We do not hold stock in the United States or in any other destination country.
Will I be charged customs or duty on delivery?
United States: no. Import duties are already included in the price you pay at checkout. Canada, Australia and the European Union: prices do not include import duties, VAT or GST. Any such charges are collected by the carrier or customs authority on or before delivery and are paid by the recipient.
Returns
How long do I have?
30 days from the day your order is delivered.
Does it cost me anything?
We email you a prepaid return label at no cost, and there is no restocking fee. If you are returning simply because you changed your mind, the shipping fee you originally paid ($7.95 for U.S. orders, $9.95 for international orders) is not refunded.
What condition does the item need to be in?
Unworn, unwashed, with the original tags still attached and in its original packaging. If an item arrived damaged or we sent the wrong thing, none of that applies: send us a photo and we will sort it out.
When do I get my money back?
We issue the refund 5 to 7 business days after our returns facility receives the parcel. Your bank or card issuer then takes a further 3 to 10 business days to post it to your account.
Can I exchange for a different size or color?
Yes, subject to that size and color being available. Email support@orlenaz.com and we will set it up.
Sizing and product
Why isn't every color available in every size?
Because we only list the size and color combinations we can actually fulfill. If a combination does not appear in the selector, we cannot ship it.
Who makes the jeans?
We do not make them ourselves. Each product page names the maker; we currently carry jeans made by MolyPark, WallFlower and Gloria Vanderbilt. If you have a question about a specific item, email us before you order and we will answer it straight.
Payment
What can I pay with?
Card payments are processed by our payment provider over an encrypted connection. We never see or store your full card number.
Do you add sales tax?
No tax is added at checkout. Prices are charged in U.S. dollars. U.S. orders pay the price shown on the product page plus $7.95 shipping if the order is under $60; international orders pay the price shown plus $9.95 shipping if the order is under $79, and any local import charges are collected on delivery.