HELP CENTER

Order Issues

Can I Change Or Cancel My Order?

Yes. You may request to change or cancel your order by contacting ORMAU Customer Support as soon as possible with your order number.

For an approved cancellation before delivery is completed, ORMAU does not charge a cancellation or administrative fee. If payment has already been captured, the approved cancellation will be refunded in full to the original payment method.

If the order has already shipped, cancellation or address-change requests are subject to carrier feasibility. ORMAU will coordinate any available delivery intercept, refusal, rerouting, or redelivery process and will cover applicable carrier rerouting, refusal, or redelivery charges.

Once delivery has been completed, the order is no longer handled as a cancellation. Any request to send the product back will be handled under ORMAU's Return Policy, including the applicable return conditions and 20% restocking fee.

What If I Entered The Wrong Shipping Address?

If you entered the wrong shipping address, please contact ORMAU Customer Support as soon as possible with your order number and the corrected address.

  • Before Shipment: We will update the address at no charge.
  • After Shipment: We will request a reroute or delivery update with the carrier when available. ORMAU will cover any carrier rerouting or redelivery fees that apply.

Address changes after shipment are subject to carrier feasibility, so please contact us as early as possible.

Will I Receive An Order Confirmation?

Yes. After your order is successfully submitted, you should receive an order confirmation with your order details. If you do not receive your confirmation, please check your spam or junk folder first. If you still cannot find it, contact ORMAU Customer Support for assistance.

Why Hasn't My Order Shipped Yet?

ORMAU furniture requires time for order processing, production, quality inspection, and transportation before shipment. Please refer to our estimated delivery timeframe for the expected processing and delivery schedule. If your order has exceeded the estimated timeframe without a shipping update, please contact Customer Support with your order number.

What Should I Do If I Receive the Wrong Item?

If you receive an item that does not match your order, please contact ORMAU Customer Support as soon as possible.

To help us resolve this quickly, please provide the following details in your message:

  • Order Number
  • Email Address
  • Product Name
  • A clear description of the issue
  • Photos or videos (required if the issue involves damage, defects, packaging, or missing parts)

Our team will review your submission and guide you through the replacement or resolution process.

What Should I Do If My Order Is Missing an Item?

Please contact ORMAU Customer Support as soon as possible. To help us resolve this quickly, please provide the following details:

  • Order Number
  • Email Address
  • Product Name (of the missing item)
  • A clear description of the issue
  • Photos of all items received, shipping labels, and packaging materials

Our team will review your shipment details and assist you with a prompt solution.

What Should I Do If My Order Is Damaged?

Please inspect your furniture and packaging carefully upon delivery. If you notice any damage, please report it to ORMAU within 7 business days of delivery.

To assist you with the next steps, please contact Customer Support with the following information:

Order Number

Email Address

Product Name

A clear description of the damage

Clear photos or videos of the damaged item, packaging, and shipping label

Our team will review your submission and help resolve the issue as quickly as possible.

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.