FAQs
How can I contact Orvele?
Send an email to contact@orvelerolls.com and our support team will gladly help you with anything you need!
Do you ship worldwide?
Yes
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
We start working on orders very quickly, so changes or cancellations have to be requested within 12 hours of purchase. Requests made after that window cannot be accepted, but you can still return the order for a full refund once it arrives.
What payment methods do you accept?
You can pay with any major credit card (VISA, Mastercard, AMEX) or with PayPal.
When will my order be processed?
Every order is prepared and dispatched from our warehouse. During holidays and sales, processing may take a little longer. We work on orders Monday to Friday: each one is processed within 1-3 business days after it is placed and ships the day after processing. There are no shipments on weekends.
How long will it take to receive my order?
Because demand is high, delivery can take 2-4 weeks.
What if I don't receive my order?
If your order has not arrived within 30 days of shipping, you qualify for a full refund.
Will I be charged with customs and taxes?
Our prices are shown in US Dollars without taxes, so duties and taxes may apply when your order is delivered. Your local customs office decides any import taxes, duties or customs fees charged when the package reaches its destination. These costs are the buyer's responsibility and are not covered by us, and we cannot be held responsible for delays caused by customs in your country. Your local customs office can give you more details about these charges.
How do I return an item?
You can start a return here.
What if the item(s) I received are defective/incorrect/damaged?
If something in your package is wrong, missing or defective, open a return here. Add your order number, photos of the item(s) and any related details from the delivery, and we will work to sort it out as quickly as we can.
When will I receive my refund?
Refunds always go back to the payment method you used. For credit or debit card purchases, we send the refund to your card's bank within 7-10 business days after we receive the returned item or the cancellation request. Your bank can tell you when the credit will show on your account. Still no credit for your return? Get in touch with your bank or card company — refunds can take a while to appear.