Shipping, taxes & breakage protection

Destinations and rates

OrienX currently ships to France, Germany, Austria, Belgium, Luxembourg, the Netherlands, the United Kingdom, the United States and China. Depending on the item and available stock, orders may be dispatched from China or Europe. Other countries and territories are not currently served. Address availability is confirmed at checkout. Free standard shipping with no minimum order applies to every item in these nine countries, including the Mist Tumbler. The standard shipping charge at checkout is zero.

Processing and estimated delivery

In-stock items are normally checked, packed and dispatched within 1–3 business days. Estimated delivery to all nine countries is approximately 7–14 calendar days after dispatch. Processing time is additional; calendar days include weekends and public holidays. This is an estimate, not a guaranteed arrival date. Customs checks, public holidays, remote areas, weather or carrier disruption can extend this estimate.

No import charge after checkout

Prices are configured to include applicable taxes and duties. OrienX bears applicable import taxes, customs duties and routine clearance fees, so customers should not pay anything beyond the checkout total. If customs or a carrier requests payment, contact contact@orienx.store. If immediate payment is necessary to prevent a return, keep the official receipt; OrienX will reimburse verified applicable import charges.

Packaging and the OrienX mark

Every ceramic order uses brand packaging developed by OrienX to combine cross-border protection with a considered unboxing experience. The OrienX mark on the ceramic is brand identification, not customer-requested personalization.

Tracking and delays

When the service supports tracking, we send it after the parcel is handed to the carrier. If tracking stalls, shows delivered when missing, or the parcel is returned, contact us with your order number. OrienX coordinates the investigation with the carrier we selected.

Breakage, wrong item or missing item

Keep the item and all packaging. Photograph the outer box, shipping label, internal protection and the issue. We recommend contacting us within 48 hours of discovery so we can act quickly; this does not shorten statutory rights. Once verified, OrienX bears reasonable remedy costs and arranges an appropriate reshipment, replacement or refund.

Returns at a glance

For an order delivered in France, notify us of withdrawal within 14 calendar days of receipt, without giving a reason or obtaining prior approval, then return the items to Strasbourg within a further 14 days. You pay return shipping for a change of mind; OrienX covers reasonable costs for breakage, errors or defects. Orders delivered in China are returned to Shenzhen. We do not offer direct exchanges.

Made for you: pieces personalised with your text cannot be returned for a change of mind. Your rights for defects, delivery damage, our engraving errors or goods not as described remain unaffected.

Read the refund policy, time limits and return address. For help with your order: contact@orienx.store.

Need help?

Send your order number and useful photographs to contact@orienx.store. We normally provide a first response within 2 business days.