We understand that plans change. What feels certain today may shift tomorrow, and that’s part of living with intention.

While every piece is crafted and sent with care, we know that not every object finds its place on the first try. If something isn’t quite right, we’re here to help you navigate the next step with ease, whether that’s a return, an exchange, or simply a conversation.

About Shipping
When will my order arrive?

We aim to deliver all in-stock orders within 7–10 business days.

As our pieces are crafted in small batches, delivery times may vary slightly depending on availability and destination.

For preorder items, shipping will take longer. Our team will contact you with an estimated timeframe after your order is placed.
Where do you ship?

We currently ship to Australia, New Zealand, and the United States.

Orders are dispatched directly from our partner workshops in China and Japan, depending on the origin of each piece.

Please note that we do not ship to PO boxes.
What shipping carriers do you use?

We typically ship via AUPost, DHL, FedEx, or local postal services.

For remote areas, carrier selection may vary to ensure reliable delivery.
Can I change my shipping address?

Yes, please contact us as soon as possible with your order number and updated address.

Address changes can only be made before your order has been dispatched.

Once the parcel has been handed to the carrier, we are unable to modify delivery details.
My order is missing or incorrect, what should I do?

If your order is incomplete or incorrect, please contact us at services@orientware.co with your order number and, where applicable, a photo of the item received.

Please note that larger orders may be shipped in multiple parcels.
What happens if my package is lost or stolen?

Once your order is handed to the shipping carrier, it is under their responsibility.

  • If tracking shows delivered, we are unable to take responsibility for loss or theft after delivery.
  • If your package is lost in transit, we will assist you in filing a claim with the carrier. Any refund or replacement will depend on the outcome of the claim.

We recommend using a secure delivery address and monitoring tracking updates closely.

Returns & Exchanges
What is your return policy?

We accept returns of unused and undamaged items within 7 days of delivery.

To be eligible for a refund, items must be:

  • Unused
  • In original condition
  • Returned in original protective packaging

Refunds will be issued to the original method of payment.
How do I make a return?

Please email services@orientware.co with:

  • Your name
  • Email address
  • Order number
  • Item(s) you wish to return
  • Reason for return

Our team will guide you through the next steps.
Do you offer free returns?

At this time, return shipping costs are the responsibility of the customer.

Original shipping fees are non-refundable.
Can I exchange an item?

As our pieces are produced in limited quantities, we recommend placing a new order for the desired item before returning your original purchase.

All returns must follow the standard return process.
What if my item arrives damaged?

If your item is damaged during shipping, please contact us within 7 days of delivery at services@orientware.co with your order number and clear photos of the damage.

Where possible, we may offer repair services in collaboration with our artisans as an alternative to replacement or return.
Can I cancel my order?

Orders can be cancelled before they are shipped.

Once dispatched, we are unable to cancel or modify the order.
Who is responsible for customs duties and taxes?

Customers are responsible for any customs duties, taxes, and import requirements in their country.

If duties are refused and the parcel is returned:

  • A refund will be issued minus the original shipping cost and return shipping charges incurred
Need help?

For any questions, feel free to contact us at services@orientware.co.

We’re here to help.