ORIENX HELP
Frequently asked questions
From ordering to everyday use, here are the essential answers before and after buying OrienX ceramics.
Orders & use
Where do you ship and what does it cost?
We currently ship only to France, Germany, the United Kingdom, the United States and China. All items qualify for free standard shipping with no minimum order. Currencies are EUR in France and Germany, GBP in the United Kingdom, USD in the United States and CNY in China. Other countries and territories are not currently served.
When will my order arrive?
In-stock items are normally checked, packed and dispatched within 1–3 business days. Estimated delivery to all five 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.
Will I pay tax or duties on delivery?
No. OrienX bears applicable import taxes, duties and routine clearance fees. If customs or the carrier requests payment, contact us immediately. If payment is necessary to prevent a return, keep the official receipt; OrienX will reimburse verified applicable charges.
How are my ceramics packaged?
Your ceramic order is presented in OrienX packaging: a kraft box with a forest-green paper band.
The OrienX packaging is protected by an outer shipping carton.
Packaging is included at no extra charge.
What does the OrienX mark on the piece mean?
The OrienX mark on the piece is brand identification, not customer-requested personalization.
How do I track my order?
When the service supports tracking, we send it after handover to the carrier. If the status stalls, contact us with your order number.
My item is broken, wrong or incomplete. What should I do?
Keep the item and all packaging. Photograph the box, label, internal protection and the issue, then send them with your order number. We recommend contacting us within 48 hours without limiting statutory rights. Once verified, OrienX covers reasonable costs and arranges an appropriate reshipment, replacement or refund.
Can I change or cancel an order?
Contact us immediately. We make every effort before warehouse processing begins; once processing or transit starts, a change or interception is no longer guaranteed.
Can I return or exchange an item?
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.
Read the refund policy, time limits and return address. For help with your order: contact@orienx.store.
Are small variations in colour, glaze or shape normal?
Firing creates subtle differences in colour, glaze flow and dimensions. They are part of ceramic character. Contact us if a difference affects use or clearly conflicts with the description.
Can I use a dishwasher, microwave or oven?
Follow the individual product page. Unless expressly stated, avoid microwaves, ovens, freezers, direct flames and thermal shock.
How do I contact OrienX?
Email contact@orienx.store and include the order number, product name and photographs whenever possible. We normally provide a first response within 2 business days.
Full conditions appear at checkout, in the order confirmation and in our official policies. This page does not limit statutory rights.