FAQ
Payments
What payment methods do you accept?
We accept payments with: Visa , Mastercard , American Express , Apple Pay , Stripe . Furthermore, we accept payments with Paypal and Amazon Pay . If you decide to use one of these two methods, you will be redirected * to the Paypal / Amazon Pay site where you will be asked to log in and pay. Later, you will return to our site.
How long does it take to get the refund?
We process refunds within three days after the item is returned to us. Your bank may take additional time to credit the money into your account. We will contact you by e-mail to inform you of the refund outcome.
Orders and shipments
Can I place an order without creating an account?
Yes, you can create an order as a guest without creating an account.
Where is my order confirmation?
Will be sent to the email provided during checkout. If you do not receive it within 24 hours, please write to info.orangeduke@gmail.com . Check your spam folder, it can sometimes be redirected there.
Why was my order canceled?
We cancel orders if there are problems with the warehouse, or if there has been a cancellation request. Please apologize if the cancellation is due to our mistake. We will offer you an alternative product or refund you as quickly as possible.
How do I cancel my order?
Contact us as soon as possible (to prevent your order from being processed) at info.orangeduke@gmail.com . If it has already been processed, write to us for a free refund.
Can I modify my order?
If the order has not been processed, yes. Otherwise, you can go to our site and make a new one.
When does my order arrive?
Orders are processed within 24 hours , delivery takes place within 4-10 working days working with basic delivery or 1-3 days working with express delivery.
Shipping costs are FREE for orders over € 20 , otherwise € 2.99 per order. For separate orders completed after 24 hours or less it is possible to combine the shipment (on request at info.orangeduke@gmail.com ) to benefit from the shipment free (Ex. an order is placed at 18:00 and one at 12:00 the next day. If the total exceeds € 20, orders can be combined and shipping will be free).
Returns
Can I return or exchange an item?
Yes! We accept returns however it is necessary to bear the costs of shipping to our warehouses. The item must not be damaged, unused and placed in its original packaging with all tags. Unfortunately, we do not offer product changes.
How do I return?
Contact us at info.orangeduke@gmail.com . If it has not been 30 days since receipt and if the criteria are met, we will notify you of the refund by email. Print it and attach it to the article when you ship it. Any costs related to the return (e.g. shipping the package) will be at your expense.
What do I do if I lose my refund confirmation?
We will send you the return confirmation by e-mail. If you can't find it, write to us and it will be sent to you again.
My order has arrived but it doesn't match what I expected.What do I do?
If the item is damaged or part of it is missing (provided the damage was caused in transit or due to our mistake), please take photos (so that you understand that the damage or the lack is due to our error or to the courier) and send them to infoorangeduke@gmail.com explaining the situation. If you don't like it for other reasons, please send it again with original packaging (see specific item).
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