Customer satisfaction is important to us. Therefore, it is essential that you read and understand our online shopping policy before entering any transaction on our website. Please ensure that you have read these terms and conditions before making a purchase.

For any questions or sales related inquiries, please email our customer service assistants at SALES@ORRO.COM

For any inquiries regarding your order, please email us at ORDER@ORRO.COM


Returns & Exchange

Our Exchange Policy

At ORRO, we take great pride in the quality and excellence in the craftsmanship of our jewelry.
For incorrect or defective items shipped, we have a 7-day return policy upon receipt of the order by the customer, subject to the following terms & conditions:

          - Jewelry must be in its original shipped condition, including the original product packaging, accessories, documentation, warranty cards, manuals and any free gifts(if applicable). All packaging must be unmarked and not defaced in any manner.

          - For certain designs, a security tag stating the item name and details is securely sealed to each piece of jewelry purchased from our online store. Please do not remove the security tag from the jewelry if you wish to make a return or exchange.

          - Goods damaged due to customer’s negligence will not be accepted for a return or exchange. Worn jewelry as evidenced by micro-scratches, scratches, dirt or additional workmanship (such as engravings) from other jewelers will not be accepted. When a returned item is received, it will be examined for wear and tear damage.

This return policy does not apply to items that are purchased during a sale, or which have been stated as Non-exchangeable and Non-refundable on Orro.com. Custom-made orders are strictly non-exchangeable and non-refundable.


How do I return & exchange and item?

For all returns & exchange requests, please email us at EX@ORRO.COM within 7 days of receiving your order and include your contact details, order ID as well as the reason for returning. We will reply with a return merchandize authorization ("RMA") number and a return address.

          - Ship back the items to us via a traceable carrier (registered mail or courier with tracking) within 3 days of receiving the RMA number.

          - Please ensure that you clearly write/print the RMA number on the shipment paperwork and packaging.

          - You should not write jewelry, diamonds or other luxury-related words anywhere on the package as this invites possible theft of the package. We suggest your write “fashion accessories” as the description of the contents. ORRO shall not be responsible for any item lost or damaged while shipping.

          - We will email or contact you within 3 business days upon receipt of the returned item to follow up on the next course of action.

All returns will first be reviewed by ORRO for wear & tear damage. Once inspected and no damage is noted, we reserve the right to perform remedies including:

          - Replacing the jewelry with a new piece of the same design, material and size.

          - Full refund in ORRO credits.

          - Refund in cash less all restocking, shipping and administrative fees.


Custom-made orders

There are strictly no returns, refunds or exchanges for custom made orders. Only incorrect or defective items received will be exchanged or repaired accordingly.

All Solid Gold jewelry – 18K white gold, 18K yellow gold, 18K rose gold, are considered custom-made orders.


Cancellation

Orders once placed and confirmed cannot be cancelled because at ORRO, we work fast to have your order processed for shipping or for production (for customized orders). Therefore, please make an order only after you have confirmed your decision to purchase.


Customs & Sales Tax

Only orders purchased from Hong Kong & Singapore are inclusive of any customs duties and taxes.

Orders shipped to any other countries may incur a local customs tariff that will be charged by your local government. From our experience, most customers may not need to pay customs duties when receiving the product as the package is relatively small. However, there may be some countries that may be stricter in imposing customs duties.


Order Confirmation

After a successful order is made, you will receive an email from BILL@ORRO.COM as your proof of purchase.


Governance

Your use of this site and any contract between you and ORRO for the sale of products shall be governed by and shall be construed in accordance with the laws of Hong Kong. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable for these terms and conditions and shall not affect the validity or enforceability of any remaining provisions.


Copyright & other rights

The trademarks, logos and service marks (collectively the "Trademarks") which you see on this site are registered and unregistered trademarks of ORRO are licensed to ORRO by third parties. Nothing contained on the Web Site should be construed as granting, by implication or otherwise, any license or right to use any trademark displayed on this Web Site without the written permission of ORRO or such third party who owns the trademark. Your misuse of any trademark displayed on the Web Site, or any other content on the Web Site, except as provided herein, is strictly prohibited.


Safe & Secure Online Purchases

Your credit card transactions are secure when you make an order at www.orro.com. ORRO uses Secure Socket Layering (SSL), the latest industry-standard encryption technology that ensures the safe transmission of your personal information via the internet.