Welcome to Ormau Customer Service
Orders
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Help Center
Orders
How do I place an order and get an order confirmation?
You can place an order directly on our website by adding items to your cart and completing checkout. Once your payment is successful, your order will be created in our system.
After checkout, you should receive an Order Confirmation email with your order number, item details, and total amount. If you don’t see it, please check your spam or promotions folder.
How can I check my order status?
You can check your order status in two ways:
- By logging into your Ormau account and viewing your order history;
- By using our online tracking page with your order details.
Can I change or cancel my order after placing it?
Because our furniture enters production shortly after your order is confirmed, changes and cancellations are highly time-sensitive. To ensure a smooth process, please adhere to the following timelines:
- Within 24 Hours: You may request changes to your shipping address, contact details, or item specifications, or cancel your order for a full refund at no cost.
- After 24 Hours: As the item enters the handcrafted production stage, cancellations or significant changes will incur a 20% production and material fee.
- After Shipment: Once the shipment has been arranged or has departed our facility, no changes or cancellations can be made.
Please contact our support team immediately with your order number for any modification requests:
Email: [email protected]Ticket: Submit a Support Ticket
I placed an order but did not receive a confirmation email. What should I do?
If you did not receive an order confirmation email within 1 hour:
- Check your spam or promotions folder;
- Make sure you entered the correct email address during checkout;
- If you created an account, log in to see if the order appears in your order history.
If you still cannot find your order, please contact us with your name, email, and approximate order time so we can assist.
Will items in my order be shipped together or separately?
For large furniture orders, items may be packed in multiple cartons and sometimes shipped or delivered separately, even if they are part of the same order.
It is normal for:
- Different boxes to arrive on different days;
- Some items to show separate tracking numbers;
- Sea freight and final land delivery updates to appear at different times.
You can always check the latest status here:
🔗 Track Your Order
What if I entered the wrong shipping address?
If you notice that your shipping address is incorrect, please contact us immediately with your order number and the corrected information.
- Before Shipment: Any request to modify the shipping address after the initial 24-hour grace period will incur an administrative fee equal to 5% of the total order value.
- In Transit: If the order has already departed our facility or is in transit, address changes may:
- Not be possible due to international freight and customs regulations, or
- Incur significant re-routing, storage, and re-delivery fees charged by the carrier, which will be the responsibility of the customer.
To request an address update, please contact our support team:
Email: [email protected]
Ticket: Submit a Support Ticket
My order shows as delivered, but I have not received it. What should I do?
If tracking shows “Delivered” but you haven’t received your package:
- Check around your property, building entrance, or with neighbors;
- Confirm with family members or building staff if they accepted the delivery;
- Review the tracking details for delivery notes.
If you still cannot locate the package, please contact us and your local carrier as soon as possible so we can help investigate.
There is an issue with my order (missing or wrong item). What should I do?
If you receive an order with missing items, incorrect products, or visible damage:
- Do not assemble the product yet;
- Keep all original packaging;
- Take clear photos of the items and packaging;
- Contact us within 7 days of delivery.
Our team will review the issue and provide a suitable solution, such as sending replacement parts, arranging a replacement, or offering a refund in accordance with our policies.
