FAQ
Can you ship to my country?
If UPS, FedEX, DHL or Aramex can ship there, then yes! If you’re unable to see your country in the drop down list please contact us with your address and we’ll check the availability.
How do I get in touch?
We respond fast, just send an email to hello@ora-official.com
Is the shipping fee included in the price?
We offer free worldwide express shipping. so it is included in the price, but please keep in mind that you depending on your country, you might be paying for local duty tax or VAT which is not possible for us to estimate and we recommend you to check with your regional customs authority. Please note that should you, as the receiver, chose to decline these charges upon delivery, Ora will have to settle them in order to get the shipment in return. This sum will be deducted from your refund as a restocking fee.
What’s the delivery time?
It usually takes us around 3 to 5 business days worldwide to reach your doorstep.
In areas where DHL/UPS/FedEX/Aramex does not delivery we will use another carrier which might affect the delivery time.
Where is my package?
When you have completed your order, you will receive a confirmation e-mail and, as soon as the shipment is created, an e-mail with your tracking information.
Please note that confirmation e-mails quite often ends up in spam boxes.
My credit card was declined?
Our service provider requires certain fraud-prevention schemes from your service provider and will not be able to accept your credit card otherwise. The best way to process a purchase if your card got denied is to simply use PayPal. Please note that PayPal is much easier to utilize than it used to be.
Can I pick a specific number from your limited editions?
Unfortunately no, all numbers are distributed randomly between customers.
Can you produce a custom watch?
At the current point in time it is not something we do.
Do you do the engraving?
Ora does not offer engraving services, it only provides the blank canvas of thick stainless steel caseback for your city's local engraving shop. It is very easy to find multiple engraving shops near you through a simple google search. If you are unable to find one, please email us and we will direct you to the nearest one to your address right away.
Are you able to declare a lower value on my shipment?
No, we always have to declare the correct value.
Why haven’t I received an order confirmation, did my order go through?
In the event of a missing order confirmation, please make sure to double check your spam folders/boxes.
As long as funds has been deducted from your account you can be certain that your order has been processed. If you didn’t received your confirmation e-mail and it isn’t in your spam folder, reach out to our customer support at hello@ora-official.com and we will help you out.
Can I change my order after it is completed?
Sure, just send us a message to hello@ora-official.com
How do I perform a return?
We made returns easy, just send us a message at hello@ora-official.com and we will help you out. The fee for return shipment is reimbursed.
You are eligible for a full refund if your unused product are returned within 30 days in its original packaging with its original tags/documents.
When do I receive the money back from my return?
We process refunds at the end of the same month we received your product.
My packaging or product is defect, what should I do?
Your satisfaction is our highest priority, please contact us at hello@ora-official.com and include a picture or two of the defect.
Please do not return your product without consulting our customer care.
Can I change my product for another?
Sure, as long as the product is in unused/pristine condition and within two weeks of the purchase. Just shoot us a message at hello@ora-official.com
I need my watch serviced or repaired?
Send us an e-mail on hello@ora-official.com
What about the warranty?
Warranty for our products is two year from purchase date.
Please note that the warranty does not cover batteries and/or leather straps (as is practice in the watch industry). The warranty does not cover any damage on any part of the watch resulting from abnormal use, lack of care, negligence, accidents, incorrect use of the watch and non-observance of the directions provided by Ora.
How do I clean my strap?
We recommend that you use products specifically created for washing-up leather. Soap and water will discolor and desiccate leather straps.
Can I expect the color of my product to look the same in reality as in the pictures?
Yes, it’s worth noting, however, that different monitors/screens/panels projects colors differently. Our pictures has been optimised for viewing on the most common devices.
Are your watches waterproof?
Yes, You can find the waterproof rating marked on the caseback of your watch and in the documents that came in the box. However, to avoid damaging your leather strap we suggest you take your watch off before jumping in the shower (or in the ocean for that matter).
How do I find out about your future releases?
The most secure way to find out about the latest news is to sign up to our newsletter via the front page of our website. Also make sure to follow our channels on social media.
Do you collaborate with social media influencers?
Of course, whether micro or macro, you are always welcomed to send us a message to hello@ora-official.com or just send us Instagram DM.
Please do not forget to add your username on social media to the email.