FAQs

Creating an Account

If you've never ordered on orhue.com, you can create an account or your account will be created when you place your first order, and your information will be saved in our server. You also create an account by clicking on register in the customer section of the footer.

You can access your account anytime by clicking on sign in in the customer section of the footer. Please always use the same e-mail address and password to log in to Your Account. You don't need separate accounts for different devices or computers.

After creating your account you'll be able to:

· Check Your Order history

· Modify your open orders (delivery and billing address, payment method, delivery option, etc.), as well as track your orders

· View your Gift Card balance/Wallet

· Update Your Recommendations and Your Public Profile

· Leave reviews on products

· Create Wish Lists

Why Sign In

We ask you to sign into your orhue account any time we need to verify your identity. This includes times when you access account or order information to review or change something.

Signing Out

If you're using a device that's shared with people you might not know or trust, like a public terminal, you should always sign out before you leave it. You can do this by clicking on the profile icon on the right side of the menu. Sign Out from the drop-down menu

What happens when I sign out?

After you sign out, your name will be removed from the home page. To regain access to any items saved in your Shopping Basket, to place orders, or to view your recommendations, you'll need to sign in again.

Reset Your Password

If you've forgotten your password, you can get a new one by clicking the "Forgot Password" link on the Sign In page. A link will be sent to your e-mail address that will allow you to start the password recovery process.

Do I need to create an account to make purchases?

No. You have the option of checking out as a guest, therefore eliminating the need to create an account before making purchases.

How do you safeguard my private information?

Shopping on Orhue.com has never been safer; we place a premium on customer privacy. The website is secure and protected. Identities are verified and there is a fraud prevention policy in place. We will not share your information without your express permission. In order to be able to provide our services to you, we share your data with the following categories of people:

1. Payment service providers

2. Warehouses

3. Delivery companies

4. Law enforcement and fraud prevention agencies

DELIVERY & ORDERS

Delivery estimates are calculated by taking the estimated dispatch date and adding the transit time (the time it takes a parcel to travel from our Fulfilment Centre to your delivery address), based on the delivery speed you've chosen. However, estimated delivery time is 5-10 days for standard shipping and 3-7 days for express shipping. You will find this information in your order confirmation email.

If your order hasn’t arrived at the end of the estimated delivery time, kindly send an email to orders@orhue.com .

Bespoke Orders

If your order was placed with Bespoke merchant, dispatch and delivery timelines will vary. Email orders@orhue.com for delivery details.

International Customers

When orders dispatched internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.

Note: If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 3 business days to the estimated delivery date of your order.

How can I track my order?

We will send you an email with your tracking number when your order is shipped.

You can track your order by following these instructions:

1. Access your account by clicking the “Sign in” in the customer section of the footer

2. Click on the “profile icon” at the top right of the page

3. enter your tracking id in the “track my order” field

4. click “enter,” and the status of your order will be shown.

Do you ship Worldwide?

Orhue is committed to exporting African fashion beyond America. To this end, we ship across continents.

What shipping company do you use for deliveries?

We use USPS for deliveries and UPS for returns.

RETURN AND REFUNDS

Can I cancel my order?

You can cancel your order within one hour of placing the order. To cancel your order, send an email to orders@orhue.com

Can I return an item after delivery?

We are unable to return bespoke items after delivery. However, other Items must be returned within 4 days after delivery. Take note of the following when returning delivered item(s):

1. All returned items should be sent in their original condition, packaging and tags

2. The customer bears the cost of returns

3. We will refund the purchase price of your item

4. All goods will be inspected on return

5. You are liable for any damage to items in the course of return to the warehouse

6. We reserve the right to withhold returns for Items returned to us improperly or outside the 4-day after delivery return policy

Can I return my order if I live outside the US?

Customers living outside the US are currently not eligible to return their order(s)

How do I return my order?

To return your order, follow these instructions:

1. Click on return on “return” in the Customer Service section of the footer

2. Enter your order number and zip code in the column

3. Click “look up order”

4. Select item(s) to return

5. Click “submit request”

6. Send an email to orders@orhue.com

Can I return an item for exchange instead of refund?

You can’t return an item in exchange for another item. All eligible return will be refunded.

When will I receive my refund?

Refunds are processed within approximately 5 business days after we receive your returned item. Your refund will be credited to the same payment method used to make the initial purchase. Take note that credit or debit card companies have policies which influence refund times.

What should I do if an item is missing from my package?

If you can’t find an item in your package, please send an email to orders@orhue.com

Do you refund delivery charges upon return?

Delivery charges are not refunded after an order is returned.

Do you offer free shipping?

Yes. All orders above $250 are eligible for free shipping.

PAYMENTS, PROMOTIONS AND DISCOUNTS

How can I pay for my order?

You can pay for your order with the following payment types:

1. VISA CREDIT/DEBIT

2. MASTERCARD

3. PAYPAL

4. AMEX

5. DISCOVER

6. ORHUE WALLET

We have zero tolerance for fraud. Our payment gateway is Authorize.net; Credit and debit card holders on our site are extremely vetted.

Can I add my card during check out?

Yes. But the card information is not saved on the site.

Will my card information be saved on your website?

When you add your card during checkout, we don’t save your payment details to your account after the transaction. You have to enter your payment details each time you checkout.

What can I do if the payment for my order fails?

If your payment fails, retry the transaction. Enter your payment details correctly during checkout to minimize the chances of your payment getting declined. If problem persists, contact your bank or card issuer.

What currencies can I use to pay for an order?

You can pay for your order using USD, GBP and Euro.

Do you offer discounts?

We offer discounts on products by giving out promo codes to our customers. To be eligible for promotions, you must be subscribed to our newsletter.

Do you run sales?

We run sales at different seasons of the year. Stay up to date by signing up for our newsletter.

When will the discount be applied to my order?

Enter a valid promotion code per transaction and the discount will apply.

How many promo codes can I use at the same time?

You can only use one promo code at once.

PRODUCT & GENERAL INFO

Do you have size guide?

Yes. You can find the size guide in the customer service section of the footer.

How can I unsubscribe from your email?

To stop receiving mails and texts from us, click “unsubscribe” in one of our emails.

Do you have a customer support?

We have a 24/7 customer support service in place via email support@orhue.com.

SELLING ON ORHUE

Orhue aims to showcase the beauty of African fashion to the world. We continue to strive to create a global market for fashion designers in Africa to market their products. To sell on Orhue, follow these instructions:

1. Go to www.orhue.com

2. Click on “sell on Orhue” at the top bar of the menu

3. Choose a package: choose between basic package, standard package and premium package

4. Apply for a merchant account

5. Submit your application

Note: After submitting your application, please wait for 48 - 72 hours for approval. If your application is approved, you will receive an email with a link and log in details to your vendor dashboard. Please change password before proceeding to log in

Send an email to business@orhue.com or info@orhue.com for further enquiries