Shipping policy

Shipping & Delivery Policy

At OroHeal, we are committed to getting your order to you safely and transparently. By placing an order with us, you agree to the following terms. These policies ensure we can maintain high service standards for all our customers.

1. Shipping Coverage & Costs

  • Destination: We currently ship exclusively within Norway.
  • Shipping Fee: We provide Free Standard Shipping on all orders. No hidden fees or surprises at checkout.

2. Processing & Delivery Timelines

To ensure quality, every order undergoes a processing period before shipment.

  • Processing Time: 1–5 business days (Mon–Fri).
  • Order Cut-Off: 10:00 PM (GMT+1). Orders placed after this time or during weekends will begin processing the following business day.
  • Standard Delivery: 7–20 business days.
  • Priority Delivery: 5–12 business days.

Note: Delivery windows are estimates. While we strive for punctuality, external factors like customs, weather, or carrier delays are outside of our immediate control.

3. Order Tracking

Once your package is dispatched, you will receive a shipping confirmation email containing your tracking number and carrier details. You can monitor your shipment’s progress directly through our website’s Track Your Order page.

4. Missing or Damaged Items

  • We take great care in packaging, but if an issue arises, we require immediate notification to take action with our carriers.
  • Reporting Window: Missing or damaged items must be reported within 24 hours of the delivery timestamp. Please email info@oroheal.com with your order number and photos of the packaging.
  • Inaccurate Addresses: Please double-check your shipping address. OroHeal is not responsible for lost or misdelivered packages if the address provided at checkout was incorrect.

5. Unaccepted Packages & Missed Pickups

  • If a package is refused at delivery or not collected from a designated parcel shop/pickup point within the carrier's timeframe, it will be returned to our warehouse.
  • Return Fee: A fixed fee of $15 will be deducted from your refund to cover the return shipping and administrative handling costs incurred by the carrier.

6. Returns & Refunds

  • We offer a 14-day return window from the date you receive your package.
  • Condition: Items must be unused, in original packaging, and in "as-new" condition. Customized or personalized items are final sale and cannot be returned.
  • Return Shipping Costs:
    • Defective/Incorrect Items: OroHeal covers 100% of return costs if the item is damaged or wrong.
    • Change of Mind: If you no longer want the item or ordered the wrong size/model, the customer is responsible for our international return shipping rates to our central warehouse.
  • No Restocking Fees: We do not charge a fee to put items back into inventory.
  • Refund Processing: Once we receive and inspect your return, your refund will be issued to your original payment method within 14 days.