Frequently Asked Questions.
General Concerns
Hi! I have some questions, please reply to my inquiry ASAP!
We’re very excited to assist you with your concerns! To ensure that you will be immediately attended to, please message us on Mondays to Saturdays from 8 AM to 5 PM. So if you send us a message beyond 5 PM or on a Sunday, please expect a reply the following business day. Like you, we also need a break.
Do you produce a certificate of purchase?
Yup, we do! Just give us a heads-up if you want one so that we can prepare it ahead of time before shipping your order to you.
Shopping from Oro Galleria
How does this thing work?
Here’s how the process goes: You place your order, pay and wait. While you wait, we process your order, check the item for quality control and ship it to your preferred address.
Placing your order takes a few minutes to an hour, depending on how you prefer to shop. Payment takes a day or two, and reservations will be cancelled after 48 hours for unpaid items. While you wait, we confirm your payment and the confirmation process takes 1-3 working days, wait for the item to be released and the releasing process takes 1-3 working days, and deliver it straight to your doorstep, which would take 3-5 days. In total, the lead time will be about 6-8 business days for regular items.
Because all our items are meticulously handcrafted, custom-made items need more time to produce. The production period may take up to two business weeks, increasing the total lead time to 5-8 business weeks.
How can I check the status of my order?
Once we confirm your order, the order status will automatically be reflected on your accounts page. It will be updated twice after that- first, when the item/s is/are released and finally, once the item/s is/are shipped.
A specific item I had in my cart is now unavailable. What happened?
Our pieces of jewelry are limited and on-demand; we work on a first-come, first-served basis. With this, if you want to order an item, you may want to check out as soon as you can because we can only give you up to 48 hours to finalize your payment. After the given time, we will have to set your item back on the stock to give chance to others who also had an eye on the item before you swiftly clicked “add to cart”.
Paying My Order/s
Alright, I want to finalize my order. How do I pay?
Great! We accept payments made via bank transfer or all major credit cards. For BDO cardholders, we offer installment options. If you intend to make a payment via bank transfer, kindly send us a message on our Instagram or Facebook accounts so that we would be able to attend to you and process your order swiftly.
Do you accept Cash On Delivery (COD)?
Your safety and our safety are of utmost importance to us, that is why we don’t accept cash on delivery transactions as of the moment.
Change of Mind
I want to cancel my order, what should I do?
Yikes! What happened? If your item hasn’t been shipped out yet, we can easily cancel your order, and we’ll give you a refund provided that it is not a customized item. However, if the item has been shipped out or if it is a customized item, we will have to contact you through private message, email, or call- whatever communication method you prefer, so that we could resolve the problem.
I want to update my list of orders. How do I do this?
No worries! If you haven’t checked out yet, you can easily go back to the main menu and select the edgy, stunning item that caught your eye. However, if you have already checked out and paid for an item, we apologize, as we cannot edit it once an order has been placed and paid for. We just want to make sure that we get all your orders correctly.
Delivery and Returns Policy
What is your return/exchange policy?
If you didn’t like our jewelry in person, we’re very sorry about that. Requests for returns and exchange vary from case to case. First things first, we will analyze the situation before catering to your request. Please reach out to us if you have such concerns. You may message us on our social media profiles or if you prefer to call, let’s talk!
How long is your warranty period?
Our warranty period covers 30 days upon receipt of the item. Kindly send over photo/s of the defective item, and let us know about the situation through a descriptive explanation of what went wrong. From here, we will instruct you regarding what to do.
The item I received is damaged, what should I do?
What a bummer! The item must have incurred damages when it was delivered to you. Don’t fret. Just contact us within 7 days upon receipt of the item so that we can cater to your concerns and resolve the issue. Please tell us what happened and include a photo of the item. Allow us some time to reply to you and if we see that there really is a defect, we will send you a new one, completely free of charge.
What should I do if I received the wrong item?
Oh no! That’s terrible! We’re sincerely sorry for the mix-up. Please contact us through our social media profiles so that we can sort out this unfortunate error immediately.
What is your refund policy?
We usually allow you to select another item with an equivalent price, or higher from your original order. But if you aren’t okay with it, please don’t worry because we’ll still assist and try to solve the problem for you! Please bear with us and extend your patience as we try to smoothen things out.
Shipping
Where do you ship?
We’re glad we’re global! We ship anywhere in the Philippines and around the world!
What’s your courier?
We like to move it with LBC for shipments within the Philippines. The world is our time for international shipments via FedEx!
What are my shipping address options?
- Your home address, where your item would be shipped straight to your doorstep!
Your office - Pickup at any LBC branch- just indicate your preferred LBC branch at the shipping address and we’ll send it there for pickup!
- Any Oro Galleria branch- just head over to our branches page to locate the nearest Oro Galleria branch in your area and we will send your order there for hassle-free pickup!
How much is the shipping fee?
- For customers within Cebu, no shipping fee needed for pickup at SM City Cebu, SM Seaside City Cebu and Ayala Central Bloc Cebu. Just indicate your preferred branch at the order page.
- For shipping within the country, the fee is based on the total amount of order, so wherever you are from- Manila or Davao, Cagayan or Zamboanga, the rate is the same. We have a special partnership with LBC, wherein all items are insured during the delivery process.
- For items delivered internationally, we will base it on the destination or on your shipping method. Enjoy a hassle-free delivery process with peace of mind! FedEx guarantees that your packages will reach you surely and safely!
Can somebody else claim my order on my behalf?
Definitely! Kindly inform us in advance if you wish someone other than yourself will claim your package. Upon claiming, your proxy should present a valid ID, an authorization letter from you and a copy of the acknowledgement email for verification purposes.
I’ve been waiting for quite a while now… where’s my order?
We apologize for the delay. Please contact us via our social media profiles or through email and we will look into this ASAP.
How long does the shipping process take?
Our official courier handles all our shipment processes. Please allow them 2-5 business days for regular days, but lead time may extend up to 2-3 working weeks during the holidays and peak seasons. Also, no deliveries on Sundays! Delivery resumes on the following working day.