ORLAVEN SUPPORT

Help Center

Clear answers for choosing a piece, managing an order and getting the right support. Start with the topic closest to your question.

Orders & tracking

Know where your order stands

Your shipping confirmation and the linked carrier page are the current source for shipment status.

Where can I find my order confirmation?

Check the inbox, spam and promotions folders for the email address used at checkout. If you still cannot find it, contact support@orlaven.com with your name, order number if available and checkout email.

How do I track my order?

Use the carrier link in your shipping confirmation. A label may be created before the first physical carrier scan, so movement can take time to appear. Visit Track Your Order for the practical next steps.

Can I change or cancel an order?

Contact support immediately with the order number and requested change. A change or cancellation is not guaranteed; it depends on the order and shipment status, and is confirmed only when support replies in writing.

What information should I send for order help?

Send the order number, checkout email and a concise description of the issue. Do not send full payment-card numbers, CVV codes, passwords or banking credentials by email.

Delivery

Shipping information that matches the order

Rates and delivery estimates change by destination, so the checkout result matters more than a generic promise.

Which delivery options are available?

Available services, charges and estimates depend on the item and destination. Enter the complete destination at checkout to see the options currently available for that order.

Do you ship internationally?

Delivery availability varies by destination. Checkout is the source of truth for whether an address is serviceable and for the applicable delivery options. Review Shipping & Delivery before ordering if you need more context.

Will duties or import taxes apply?

Import treatment can depend on the destination and order. Do not assume a shipping-rate name confirms duty or tax treatment; review the information shown at checkout for the specific order.

Tracking says delivered, but I cannot find the parcel. What should I do?

Check the delivery location, reception or concierge area, household members and any carrier delivery notice. Then contact support with the order number and tracking status so the available next step can be reviewed.

Product, fit & care

Choose with the details in view

Material, measurements, silhouette and intended layers all shape the right decision.

Where can I find the details for a specific piece?

Each product page is the source for the listed material, finish, features, available colours and sizing options for that item. Product-specific information takes priority over general guidance.

What if I am between sizes?

Compare the measurements that matter most for the silhouette—usually chest or bust, shoulder and sleeve—then consider your preferred fit and layers. The Size Guide explains how to approach the choice.

Can ORLAVEN help with sizing?

Yes. Use the Contact page and include the product link, your measurements, usual size, intended layers and whether you prefer a close, regular or roomier fit.

Why can colour or texture vary from the photos?

Screen settings, lighting and natural material variation can affect appearance. Leather, suede, shearling and other natural materials can vary in grain, tone, texture and finish. If a detail is important to your decision, contact support before ordering.

How should I care for my item?

Follow the product-specific material and care information where it is provided. General advice should not override instructions for a specific leather, suede, shearling, lining or finish. If you need clarification, contact support with the product link.

Returns & refunds

Start with the order details

A return or refund outcome is reviewed against the applicable policy and the condition of the order—never assumed from a shipping label.

How do I start a return request?

Use File a Return or email support with your order number, order email, item, reason and requested outcome. If the issue involves damage or an incorrect item, include clear photographs where possible.

Can I send an item back straight away?

No. Do not ship an item until support confirms whether the request is eligible and provides the correct return instructions and address. An address on a parcel or invoice is not automatically a return address.

What is the return window?

Return eligibility depends on the approved policy and the specific order. See Returns & Refunds for current guidance, or contact support with the order details before sending anything.

What if my item is damaged or incorrect?

Contact support promptly with the order number, order email, description and clear photos of the item, packaging and labels. Keep the item and packaging together while the issue is reviewed.