Frequently Asked Questions
How can I contact Ormilo?
You can reach our customer service team by emailing us at support@ormilo.com. We reply within 24 hours and we're happy to help with any questions or concerns you may have!
Where do you ship?
We currently ship across the United Kingdom, the European Union, and selected countries. If you're not sure whether we deliver to your location, just reach out at support@ormilo.com and we'll let you know.
Can I change or cancel my order?
We aim to process orders quickly, so please contact us at support@ormilo.com as soon as possible if you need to make a change or cancellation. We can update or cancel your order as long as it hasn't been dispatched yet. If your order has already shipped, you can return it once it arrives — see our Refund Policy for details.
What payment methods do you accept?
We accept all major credit and debit cards as well as PayPal. You'll see all available payment options at checkout.
When will my order be processed?
All orders are processed Monday to Friday, within 1-3 business days of your order being placed. You'll receive a confirmation email with tracking as soon as your order is on its way. Please allow a little extra time during holidays and sale seasons. We don't process or ship on weekends.
How long will it take to receive my order?
Once your order has been dispatched, estimated delivery is 10-20 business days, depending on your location and local delivery conditions. Delivery times are estimated from the date of dispatch and are not guaranteed.
What if I don't receive my order?
If your estimated delivery window has passed and your order still hasn't arrived, contact us at support@ormilo.com with your order number and we'll track it down for you. If an order doesn't arrive within 30 days of dispatch, you're eligible for a full refund.
Will I be charged customs or taxes?
For United Kingdom deliveries, the price you pay at checkout is all you pay — there are no additional customs duties or import fees.
For European Union deliveries, most orders arrive with no extra charges, but depending on your country and current EU import rules, some shipments may be subject to a small local import duty or VAT charge collected on delivery. Any such charges are set and collected by your local customs authority and are the responsibility of the recipient. We're not responsible for delays caused by customs processing in your country. If you have questions before ordering, contact us at support@ormilo.com.
How do I return an item?
To start a return, please contact us at support@ormilo.com with your order number and the reason for return. Please see our Refund Policy for full details on eligibility and the returns process.
What if the item(s) I received are defective, incorrect, or damaged?
We're so sorry to hear that! Please contact us right away at support@ormilo.com within 48 hours of delivery. Include your order number, a photo or short video of the item, and any relevant details. We'll make it right with a free replacement or full refund, including any shipping you paid.
When will I receive my refund?
Once we've received and inspected your return (or confirmed a fault from your photo/video), approved refunds are credited to your original payment method within 10 business days. Your bank or card provider may need a few extra days to post it. If you haven't seen your refund after that, we recommend checking with your bank first, then contact us at support@ormilo.com and we'll follow up.