SHIPPING & DELIVERY POLICY

Last Updated: September 11, 2026

Thank you for shopping with ORIVENNE.

We carefully prepare, inspect and package each order before dispatch. Some jewellery may be hand-assembled, personalised or prepared after an order is placed, so please allow sufficient time for order processing and international delivery.

1. ORDER PROCESSING

Orders are normally processed within 3–5 business days.

This processing period may include:

• Order confirmation
• Product preparation
• Hand assembly where applicable
• Personalisation or customisation where applicable
• Quality inspection
• Protective packaging
• Preparation for shipment

Ready-to-ship items may be processed sooner.

Personalised, engraved, custom-sized, made-to-order items, larger orders or orders placed during promotional periods and public holidays may require additional processing time. Any materially longer production estimate will be disclosed on the relevant product page or before checkout where reasonably possible.

Business days do not include weekends or public holidays.

Once an order has entered production or final preparation, we may not be able to cancel or modify it. Personalised, engraved and made-to-order products may not qualify for change-of-mind cancellation or return, but this does not affect rights that apply where an item is faulty, damaged or not as described.

2. ESTIMATED DELIVERY TIME

After your order has been dispatched, estimated delivery normally takes:

8–12 business days

The total estimated time from placing an order to receiving it is approximately:

11–17 business days

Delivery estimates begin after the order has been dispatched, not from the date the order was placed.

Delivery times may vary depending on the destination, customs clearance, local courier services, international transportation, weather, public holidays, peak shopping seasons, local service disruptions and other circumstances outside our reasonable control.

These timeframes are estimates rather than guaranteed delivery dates unless we expressly confirm otherwise. This does not affect any rights available to you under applicable consumer law.

3. SHIPPING METHODS, COSTS AND RESTRICTIONS

Available shipping methods, shipping charges and any applicable delivery restrictions will be displayed at checkout before you place your order.

Available services may vary according to the destination, parcel value, parcel size and local carrier availability.

We may be unable to deliver to certain restricted locations, freight-forwarding addresses, post office boxes or destinations subject to carrier or legal restrictions. Where this applies, we will notify you and provide an appropriate resolution.

4. SHIPPING CONFIRMATION AND TRACKING

Once your order has been dispatched, you will normally receive a shipping confirmation email with tracking information where available.

Tracking information may take some time to appear in the carrier's system after dispatch.

Tracking updates may also temporarily pause while a parcel is:

• In international transit
• Awaiting customs clearance
• Being transferred between logistics providers
• Awaiting a local delivery scan

A temporary lack of tracking updates does not necessarily mean that the parcel has been lost.

If you require assistance checking an order, please contact ORIVENNE customer service and provide your order number.

5. SHIPPING ADDRESS

Please carefully check the following before completing your order:

• Recipient name
• Telephone number
• Street address
• Apartment or unit number
• City
• State or province where applicable
• Postal code
• Country or region

If you need to change your shipping information, please contact us as soon as possible.

Because some jewellery is prepared or personalised after ordering, we cannot guarantee that an address or other order information can be changed after production, packing or shipment has started.

To the extent permitted by applicable law, ORIVENNE is not responsible for delays, failed delivery, returned parcels or reasonable additional charges directly caused by incorrect, incomplete or inaccessible shipping information supplied by the customer. This does not exclude rights that cannot legally be restricted.

6. INTERNATIONAL SHIPPING, CUSTOMS, DUTIES AND TAXES

ORIVENNE serves customers internationally.

International orders may be subject to customs inspections, import duties, import taxes, VAT or GST, brokerage fees and other destination-country charges.

Any shipping charges, taxes or duties collected by ORIVENNE will be shown at checkout. Where import duties, taxes or carrier charges are not collected at checkout, the recipient may be required to pay them before delivery. The applicable treatment depends on the destination, order value and local law.

Customs procedures vary by country or region and may result in additional delivery time. ORIVENNE does not control customs processing times or fees charged by government authorities or local carriers.

Customers are responsible for complying with the lawful import requirements of their destination country or region.

7. DELAYED PARCELS

International tracking may occasionally remain unchanged for several days during transit.

If your parcel appears significantly delayed, please contact us with your order number, tracking number and a brief description of the issue. We will review the available information and, where appropriate, assist with an enquiry to the relevant logistics provider.

A delivery delay alone does not automatically mean that a parcel has been lost. A carrier investigation may help determine the appropriate resolution, but it will not be used to unreasonably delay or restrict any statutory remedy available to you.

If we do not deliver your order within the agreed delivery period, you may ask us to complete delivery within an additional reasonable period. Where delivery by a particular date was essential, or where we fail to deliver within the additional reasonable period, you may have the right to cancel the order and receive a refund in accordance with applicable law.

8. LOST PARCELS AND DELIVERY RISK

If tracking information suggests that a parcel may have been lost, please contact us as soon as possible.

We may need to work with the shipping carrier to investigate the parcel before confirming the appropriate resolution. Depending on the circumstances and applicable consumer law, the resolution may include replacement, reshipment, refund or another appropriate solution.

ORIVENNE remains responsible for the goods until they are delivered into your physical possession or to a person nominated by you, except where you independently arrange a carrier that we did not offer as a delivery option.

Where tracking shows that an order was delivered to the address provided by the customer, additional investigation may be required before a replacement or refund is confirmed. This does not affect rights that cannot legally be excluded.

9. DAMAGED PARCELS OR PRODUCTS

If your parcel or jewellery arrives damaged, please contact us as soon as reasonably possible.

To help us investigate, please provide where available:

• Your order number
• Photographs of the outer packaging
• Photographs of the shipping label where relevant
• Clear photographs of the damaged product
• A brief description of the issue

Please retain the original packaging until the matter has been reviewed where reasonably possible. Photographs and packaging help us investigate but an inability to provide them will not automatically remove any statutory rights you may have.

We will assess the issue and provide an appropriate resolution in accordance with our Return & Refund Policy and applicable consumer law.

10. SPLIT SHIPMENTS

Where disclosed or agreed, an order may be shipped in more than one parcel because of different production times, personalised items, product availability, different fulfilment locations or packaging requirements.

If an order is split into multiple shipments, you may receive more than one tracking number.

You will not be charged additional shipping fees solely because ORIVENNE chooses to split an order, unless an additional charge was clearly disclosed and agreed before checkout. Split shipments do not reduce your statutory rights.

11. DELIVERY AND RETURN TO SENDER

Customers should monitor tracking information and ensure that someone can receive or collect the parcel where required.

A parcel may be returned to the sender because of:

• Incorrect or incomplete address
• Failure to collect the parcel
• Repeated unsuccessful delivery attempts
• Refusal of delivery
• Unpaid customs charges where applicable
• Other local delivery requirements

If an order is returned to us, please contact customer service.

Where permitted by applicable law, reasonable additional shipping costs may apply if the parcel needs to be shipped again because of incorrect customer information or failure to collect the parcel.

Any refund eligibility will be handled in accordance with our Return & Refund Policy and applicable law.

12. TIME-SENSITIVE ORDERS

We cannot guarantee delivery on a specific date unless expressly confirmed in writing.

If you are purchasing jewellery for a birthday, anniversary, wedding, holiday, gift or other time-sensitive occasion, we recommend placing your order sufficiently in advance.

Events outside our reasonable control may affect the estimated delivery date. This does not affect your statutory rights, and ORIVENNE remains responsible for delivery as described in this policy and under applicable law.

13. CONTACT US

For questions regarding order processing, shipping, tracking or delivery, please contact:

Brand:
ORIVENNE

Operating Company:
Guangzhou Mengdou Trading Co., Ltd.

Email:
support@orivenne.com

Business Address:
No. 167 Linhe West Road, Room 1445-N052, Tianhe District, Guangzhou, Guangdong 510000, China

When contacting us regarding an order, please include your order number so that we can assist you more efficiently.