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Black Friday Is Here Shop Now!

Up To 35% OFF Store Wide

Sign Up For 5% Off Your First Order Sign Up Now!

Black Friday Is Here Shop Now!

Up To 35% OFF Store Wide

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Frequently Asked Questions

Quick answers about orders, delivery (5-15 days), products, returns (€9.90 fee), payments, and support.

1) ORDERS & CHECKOUT

Add products → cart → checkout → delivery details → pay. Confirmation email sent.
Contact us fast with order number. Possible before shipping only.
Message support ASAP with order number + correct address.
No—guest checkout available. Create account for order history + faster returns.
Check confirmation email or contact support with email/order date.

2) DELIVERY & TRACKING

5-15 days depending on location/carrier.
'Track My Order' page + your order number.
If checkout accepts your address, shipping works (EU + select countries).
Check tracking first. Contact us if no update after 15 days.
No—physical addresses only for safe delivery.
Each gets separate tracking. Check all confirmation emails.

3) PRODUCTS & SOURCING

France/Europe suppliers + verified South Korea for K-beauty.
Yes—only verified cosmetics from trusted channels.
Yes—K-beauty when it meets our quality standards.
Share skin type + goal (acne, hydration, glow) → routine suggestions.
Cleanser + moisturizer + AM sunscreen SPF 30+. Start simple, add slowly.
All products have minimum 6 months shelf life. Check packaging for PAO symbol.

4) RETURNS & REFUNDS

14-day return window. Products must be unopened/unused. €9.90 return shipping fee applies.
Contact support with order number → receive return label → ship within 7 days.
5-10 business days after we receive your return. Original payment method used.

5) PAYMENTS & SECURITY

Credit/debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, Google Pay.
Yes—SSL encryption + PCI-compliant payment gateway. We never store card details.
Check card details/expiry/funds. Try different payment method or contact your bank.

6) ACCOUNT & PRIVACY

Click 'Sign Up' → enter email + password → verify email. Done!
Click 'Forgot Password' on login page → reset link sent to your email.
Never. GDPR-compliant. Data used only for orders/support. See Privacy Policy.

7) CUSTOMER SUPPORT

Email: support@orashine.com | Live chat (Mon-Fri 9AM-6PM CET) | Contact form.
Within 24 hours on business days. Urgent issues prioritized.
Email and chat only for now. Faster response times + written records.

What customers say about our support

Real experiences with our team, returns, and easy fixes.

Sarah L.

I was nervous ordering skincare online for the first time. Had a question about ingredients before buying—support replied in 2 hours with clear info. Felt totally confident placing my order.

Verified purchase

Emma T.

Accidentally entered wrong address. Messaged support and they fixed it before shipping (same day!). Super responsive and saved my order.

Verified purchase

Lucas M.

Box arrived slightly damaged but products perfect. Sent photos to support—they sent replacement next day, no hassle, no fees. Amazing service.

Verified purchase

Claire D.

Used the return process—everything was clear (instructions + prepaid label). €9.90 fee was transparent upfront. Refund came in 10 days as promised.

Verified purchase

Sophie R.

Track My Order page worked perfectly—saw exactly where my package was. Combined with fast support replies, I always know what's happening.

Verified purchase

Thomas B.

Received wrong shade by mistake. Support arranged exchange (free since their error) and it arrived 4 days later. Now I trust them completely.

Verified purchase

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100% satisfaction or your money back.

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