We are currently shipping to customers in Europe.

If you haven’t received a confirmation email after your purchase, please follow these steps. 

1. Check your spam folder. Sometimes emails go there. 
2. Confirmation emails are usually instant. But sometimes there are delays. Please wait at least 20-30 minutes to receive it. 
3. If you still can’t find the confirmation email, please email us so that we can help. 

International shipment usually takes 3-5 working days. To check the delivery status of your order, please submit your request here: 

https://www.dhl.com/es-en/home/tracking.html

In order to get tracking details of your order, please enter your parcel number through this link: 

https://www.dhl.com/es-en/home/tracking.html

We truly care about our customer satisfaction. We understand that there may be valid reasons for requesting one, such as receiving a defective product. We want to ensure your satisfaction, and our team is here to assist you. Should you encounter any issues with a product, please reach out to us via email with relevant photos so that we can assess the situation and find the best solution for you. We reserve the right to refund at our discretion and refunds are mostly issued as a store credit.  

Items should be returned new, unused, and with all ORO sensual tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.

If you have an item that is damaged, faulty or soiled please contact contact@orosensual.com before sending any return.

We are happy to accept for return, any garment that is unworn and still fitted with all security tags and labels and that is despatched to us within 28 days of receipt by you.

Side note: while we cannot cancel or change an order once it has been placed and in delivery, you are welcome to contact our customer service: at contact@orosensual.com so that we can accommodate you the best way we can. As well, we are offering exchanges, we do not cover your shipping costs back to us. If you are unsure about which size to buy, please contact us in advance so that we can assist you with your purchase. However, in the event which you wish to exchange a product for a different size, colour, or variant, please let us know, and we will guide you through the process. We aim to provide you with a seamless experience and resolve any issues promptly. 

Exchanges

• We do not cover your shipping costs back to us.
• We are happy to accept for return, any garment that is unworn and still fitted with all security ribbons and labels and that is despatched to us within 28 days of receipt by you.
• Please follow the return instructions on the returns sheet enclosed with your parcel and mail it back to us within 28 days of receipt. Please identify which item you would like in replacement.
• If you have mislaid the returns sheet please contact us at contact@orosensual.com and we will be happy to assist you.
• You can exchange your item for another size or another item entirely.
• Up to two exchanges are allowed per item
• All exchanges are based on stock availability.
• If the replacement item is less expensive than the original, the difference will be refunded back to you via store credit.
• Alternatively, you may return the original item for a refund and then purchase the new, lower-priced item.
• If the replacement item is more expensive than the original item, you will need to purchase a GIFT CARD
  for the difference.
• Please let us know if you have made the purchase of your gift card on contact@orosensual.com.
• Generally, exchanges take 2-3 working days to process plus the delivery time to your area.

Refunds

• We do not cover your shipping costs back to us.
• We are happy to accept for return, any garment that is unworn and still fitted with all security tags and labels and that is despatched to us within 28 days of receipt by you.
• Your payment will be credited back to the original purchaser's credit card. If the item is a sale item, the refund will be made in store credit alternatively it can be returned for exchange.
• Returns for refund are processed within 2-3 working days of receiving the item however, card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately, we are unable to influence this.
• Store credit refunds will be available immediately after 2-3 days of processing and come in the form of a code on email.

Sale items

• Sale items can only be returned for a refund by a credit note.
• 3 for 2 promos are not returnable for exchange or refund.

Late returns

• Your items should be sent back to us within 28 days of receipt by you. Late returns cannot be accepted and may be returned to you.

OUR POLICY

• Items should be returned new, unused, and with all ORO sensual tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
• If you have an item that is damaged, faulty or soiled please contact contact@orosensual.com prior to sending any return.

Of course! Check your email and you’ll find the invoice there.