Our policy in case of damage

Please, inspect your purchased product(s) immediately after receipt of package. Time of receipt is determined by PostNL Track and Trace status “delivered”.

Risk of damage to your purchase is minimized due to our careful packaging. However, in the event an item is damaged during transport, we kindly ask you to send an e-mail (preferably in English) within one day after receipt to: info@oranda-originals.com. 

Subject of e-mail should be "Damaged order" and e-mail must contain the following details:

• Order number
• Your e-mail address
• Date of package receipt

Per damaged item specify:

• Product code  (found in e-mail "Confirmation of your order")
• Brief description of damage
• Picture of damage (must be attached to mail)

When applicable, Oranda Originals will promptly file a claim with PostNL and inform you as soon as possible whether the damaged product(s) will be replaced or the purchase price of the said item(s) is refunded.

In case of replacement: the damaged product(s) must be packed securely and returned in the original packaging with Track and Trace to:

Oranda Originals
Wittehemelweg 2
6996AZ Drempt
Netherlands

Please, supply the carrier with our e-mail address (info@oranda-originals.com), to allow us to check the status of the return. After receipt and inspection of the returned item(s) we will send you a replacement for the same item(s) at our cost. Also, we will refund the original cost of shipping (NL to JP), based on the weight of the returned products, via PayPal into your account.

Our policy in case of loss

In the unlikely event that your package has not arrived within 4 weeks after payment, send an e-mail (preferably in English) to: info@oranda-originals.com. Before doing so, please verify the status of your package via PostNL Track and Trace!

Subject of e-mail should be "Order did not arrive" and e-mail must contain the following details:

• Order number
• Date of ordering (or payment)
• Your full postal address (in alphabetical characters)
• Your e-mail address

Oranda Originals will contact PostNL to clarify the status of your package and will follow up on the delayed delivery. If required, we will enter a claim with PostNL . In case of non-delivery outside your responsibility we will refund you (via PayPal into your account), no later than 60 days after your payment, with the full cost of your purchase (purchased goods, shipping and PayPal costs).

Otherwise

In case you are not satisfied with your purchase you may return the product(s) within 10 days days after receipt. Returned item(s) must be unused, undamaged and in the original packaging. When you return item(s), we kindly ask you to send an e-mail (preferably in English) to: info@oranda-originals.com. 

Subject of e-mail should be "Return of purchase" and e-mail must contain the following details:

• Order number
• Your e-mail address
• Date of package receipt

Per returned item please specify:

• Product code (found in e-mail "Confirmation of your order")

This e-mail has to be sent within one day of receipt of package. Time of receipt is determined by PostNL Track and Trace status “delivered”. After our confirmation of receipt of your mail, item(s) must be packed securely and returned in the original packaging, with Track and Trace and at your cost to:

Oranda Originals
Wittehemelweg 2
6996AZ Drempt
Netherlands

Please, supply PostNL with our e-mail address (info@oranda-originals.com), to allow us to check the status of the return. After receipt and inspection of the returned item(s) we will refund you via PayPal into your account. The refund will amount to the purchase value of unused and undamaged returned item(s).