FAQ

how do i contact you for help?

you can reach us via email at info@orsunu.com prior to reaching out, please read through FAQ and check our policy pages for quick answers.

if your question has not already been answered, we are happy to assist. please provide us with as much details as possible (e.g., name on order, address, order #, date of order, etc.) so we can help you as quickly as possible.

how do i track my order?

you will receive a shipping confirmation email with your tracking information once your order is shipped. you may also check track your order on tracking page through our website to see the status of your order.

why was my order cancelled?

to protect us and our customers from fraudulent charges, we use fraud detection software to prevent unauthorised transactions. your order may have been automatically cancelled because our system flagged it as potentially fraudulent.

common reasons why an order might be flagged as fraud include:

• the billing and shipping addresses don’t match
• the payment method information (card number, billing address, etc.) doesn’t match what the bank has on file
• the order was placed using a proxy or vpn
• multiple failed payment attempts

If your order was cancelled and you believe it was a mistake, you can try placing it again. make sure all the billing and shipping information is correct and matches your payment method details. you can also try using a different card or payment method.

If you continue to have issues or you believe your order was cancelled by mistake, reach out to us at info@orsunu.com and we’ll help you sort it out.

I entered the wrong address or ordered the wrong size, can i change it?

If your order has not yet been shipped, we might be able to make changes but it is not guaranteed. please email us ASAP at info@orsunu.com for any change requests. we are happy to make changes for you if it is not too late. if your order has already been shipped, we’re unable to make any changes.

will i have to pay customs fees or duties?

Your country may charge additional customs fees or duties before releasing your package. these charges vary by country and are the customer’s responsibility. Orsunu  does not pay or reimburse these fees.

we recommend checking with your local customs office for more information. if your package is held at customs, contact your local post office for assistance.

what should i do if my package is stuck in customs?

packages can sometimes be held at customs for unpaid taxes or duties.

• check your mail and email for notifications from customs or your local carrier.
• contact your local post office for updates—they may have more details.

unfortunately, customs delays are beyond our control, but most packages clear and arrive soon.

what happens if my package is returned to sender?

if your package is returned to us, please contact us at info@orsunu.com. you can choose to have it shipped out again, or receive store credit at equal value(shipping not included). please note additional shipping costs will be the customer’s responsibility, and shipping fees are non-refundable.

-common reasons for return:

• incorrect address
• two or more delivery attempts with no success
• vacant address

to avoid any returns, please carefully double check your address before confirming your order.

my package was stolen, damaged, or lost in transit. what can i do?

Orsunu is not responsible for packages after they’ve been shipped out.

if your package was stolen, damaged, or lost in transit:

• contact the postal carrier immediately to file a dispute.
• if the carrier can’t assist, contact us at info@orsunu.com and we will assist as best we can.

i placed two different orders, can you ship them together?

we are unable to combine orders. each order will ship individually.

i received a damaged, defective, missing, or incorrect product, what should i do?

if your package arrived with damages, please contact the shipping provider to open a dispute. Orsunu is not responsible for packages after they’ve been handed off to the carrier.

if your package arrived safely but the items are missing, defective, or incorrect, we’ll arrange a replacement, refund, or whatever necessary. if this occurs, contact us at info@orsunu.com or use the contact form on our website.

i placed an order but i have not received an email confirmation?

if you have not received an email after 1 hour of placing your order, please check your junk or spam mail folder. if you did not receive an email confirmation it is likely the order did not go through. contact us at info@orsunu.com with the name and address on the order and we can confirm if the order went through or not.

if you think you entered an incorrect email, please contact us at info@orsunu.com with your order number and name and we will resend your confirmation email to the new email.

how do i know if the clothes will fit me?

we include size charts on every product. please carefully check the size charts before placing your order. you can find them in the product photos or product description.

if you need any help with sizing reach out to us at info@orsunu.com

Do you restock your items?

most of our items are exclusive and limited to one release, however we do occasionally restock some styles. to be the first to know about restocks by signing up to our emails.