If something arrives damaged, faulty, or is not what you ordered, report it from your order.
Report the issue
Open the order in your account and choose Report a problem (for a parcel that is damaged, wrong or has not arrived) or Return items with a fault reason (to send it back). Add a photo and a sentence about what is wrong. You can report a fault for up to six months after delivery; after that, contact us.
What happens next
The brand has 2 working days to answer. For a return, if it does not answer, the return is accepted automatically and we send what you need to send it back, at the brand's cost. For a parcel that is damaged, wrong or has not arrived, the brand refunds you or sends a replacement; if it does not answer in time, ORUS steps in and decides.
Every step is on the order, and we email you at each one.
Damaged in transit
If the outer packaging looks damaged on arrival, photograph it before opening. It helps the brand claim from the carrier.