Service Policy

1. About This Service Policy

This Service Policy is intended to explain the basic terms and conditions applicable to the use of the Orlyah website and the purchase of products through the website. By accessing, browsing, or using www.orlyah.com, or by placing an order through the website, you acknowledge that you have read, understood, and agreed to the terms described in this policy.

Orlyah focuses on home décor products and is committed to providing products that can add a pleasant decorative atmosphere to everyday living spaces. We aim to make the shopping process clear, convenient, and straightforward, while providing customers with product information and related services in a responsible manner.

2. Product Information

The products displayed on Orlyah are presented with descriptions, images, prices, and other relevant information intended to help customers understand the products before making a purchase.

Due to differences in display devices, screen settings, lighting conditions, photography environments, and individual perceptions, the actual appearance of a product may vary slightly from the images displayed on the website. Such differences may include minor variations in color, texture, size perception, or visual presentation.

Customers are encouraged to carefully review the available product information before placing an order. If you have questions regarding product information, you may contact Orlyah by email at customer@orlyah.com before completing your purchase.

3. Use of Products

Products purchased through Orlyah should be used in accordance with their intended purpose and any applicable product instructions.

Customers are responsible for using products appropriately and taking reasonable care during installation, placement, storage, cleaning, handling, or other use. Any damage resulting from improper handling, unauthorized modification, misuse, negligence, or use contrary to the intended purpose may not be considered a product quality issue.

When placing products in a home or other interior environment, customers should consider the available space, surrounding objects, environmental conditions, and the suitability of the product for the intended location.

4. Website Use

Customers may access and use the Orlyah website for lawful personal shopping and browsing purposes.

When using the website, customers should not interfere with the normal operation of the website, attempt to gain unauthorized access to website systems, introduce harmful software or malicious code, collect information through unauthorized automated methods, or engage in activities that may negatively affect the website or other users.

Any content, information, images, text, graphics, page design, trademarks, logos, and other materials displayed on the website are protected by applicable intellectual property laws and other relevant regulations. Unless otherwise permitted by law or with prior written authorization, such materials may not be copied, reproduced, modified, distributed, republished, or commercially used without permission.

5. Orders and Purchases

Customers may place orders through the purchasing functions available on the Orlyah website.

Before submitting an order, customers should carefully review the selected products, quantities, shipping information, billing information, and other order details. Customers are responsible for ensuring that the information provided during checkout is accurate and complete.

Once an order has been submitted, Orlyah may process the order based on the information provided by the customer. If there is an issue with product availability, payment processing, order information, or other circumstances that prevent the order from being completed normally, Orlyah may contact the customer by email to address the relevant matter.

An order confirmation does not necessarily mean that the order has been finally accepted in every circumstance. Orlyah reserves the right to review and process orders in accordance with applicable laws and the circumstances of the transaction.

6. Pricing and Payment

Product prices displayed on the Orlyah website are stated in U.S. dollars unless otherwise indicated.

Customers are responsible for reviewing the total amount payable before submitting an order. The total amount may include the applicable product price and shipping charges based on the shipping method and order value.

Payment information should be provided accurately through the payment methods available during checkout. Customers should ensure that the payment information they provide is valid and authorized for use.

If a payment cannot be successfully processed, the corresponding order may not be completed until the payment issue has been resolved.

7. Global Shipping Service

Orlyah provides global shipping services. Shipping arrangements may vary depending on the destination, order information, logistics conditions, and other circumstances.

Orders are generally prepared for dispatch within approximately 1–3 business days after the order has been successfully processed. After dispatch, standard transit time is generally approximately 7–15 business days. Actual delivery times may vary depending on the destination country or region, customs procedures, transportation conditions, weather, holidays, carrier operations, and other circumstances beyond our direct control.

Customers should provide accurate and complete shipping information when placing an order. Incorrect or incomplete information may result in delivery delays or other shipping issues.

For questions regarding shipping or an existing order, customers may contact Orlyah at customer@orlyah.com. When contacting us about an order, customers are encouraged to provide the relevant order information so that the matter can be reviewed more efficiently.

8. Shipping Charges

Orlyah currently provides two shipping methods:

Standard Shipping:
For orders with a total value of USD 0 to less than USD 66, the shipping fee is USD 8.

Free Shipping:
For orders with a total value of USD 66 or more, the shipping fee is USD 0.

Only the above two shipping methods are applicable according to the corresponding order value. The applicable shipping charge will be displayed or calculated during the checkout process.

9. Order Cancellation

If a customer needs to cancel an order, the cancellation request should be submitted as soon as possible by contacting Orlyah at customer@orlyah.com.

Because orders may enter processing or dispatch procedures shortly after being submitted, a cancellation request cannot be guaranteed once the order has already been processed or shipped.

If an order can no longer be cancelled because it has entered the shipping process, the customer may need to follow the applicable return procedure after receiving the package.

10. Returns and Refunds

Orlyah understands that customers may occasionally need to return a purchased product. Return requests should comply with the applicable return conditions and procedures published by the website.

Products intended for return should generally remain in appropriate condition and, where applicable, should be returned with their original packaging, accessories, and related materials. Products that have been significantly damaged, altered, improperly used, or otherwise affected after delivery may not qualify for a return.

Customers should contact Orlyah at customer@orlyah.com before sending a return package. Customers should not send products to the company address listed on the website as that address is not a return address.

After receiving and reviewing the returned product, Orlyah will process the applicable refund or other resolution according to the circumstances of the order and the relevant return requirements.

Refund processing time may vary depending on the payment method, financial institution, and other processing conditions.

11. Damaged, Incorrect, or Missing Products

If a customer receives a product that appears to be damaged, incorrect, or incomplete, the customer should contact Orlyah as soon as reasonably possible at customer@orlyah.com.

When reporting an issue, customers may be asked to provide relevant order information and supporting photographs or other information that can help clarify the condition of the package and product.

Orlyah will review the information provided and determine the appropriate solution based on the specific circumstances.

12. Delivery Delays and Uncontrollable Circumstances

Although Orlyah makes reasonable efforts to process orders and arrange shipping in a timely manner, certain circumstances may cause delays that are beyond our reasonable control.

Such circumstances may include severe weather, natural disasters, transportation interruptions, customs procedures, public emergencies, carrier delays, technical problems, labor disruptions, government actions, or other unforeseen events.

Where such circumstances occur, the expected delivery time may be extended. Orlyah will continue to handle affected orders as reasonably possible under the circumstances.

13. Third-Party Services

The Orlyah website may rely on third-party services or systems in certain areas, including payment processing, logistics, website technology, hosting, security, analytics, or other technical functions.

Such third-party services may operate under their own terms, conditions, and privacy policies. Customers should review the applicable terms of those third-party providers where appropriate.

Orlyah will make reasonable efforts to work with relevant service providers to support normal website and order operations, but certain third-party service interruptions may be outside Orlyah's direct control.

14. Privacy and Information Protection

Orlyah takes reasonable measures to protect information provided by customers during website use and order processing.

Information may be collected and used when necessary for purposes such as processing orders, arranging delivery, responding to inquiries, maintaining website operations, preventing fraudulent activity, and complying with applicable legal requirements.

The handling of personal information is also subject to the applicable Privacy Policy of Orlyah. Customers are encouraged to review the Privacy Policy to understand how information may be collected, used, stored, and protected.

15. Intellectual Property

All website content belonging to Orlyah or its authorized parties, including but not limited to text, product images, graphics, logos, trademarks, page layouts, website designs, and other materials, may be protected by applicable intellectual property laws.

Without appropriate authorization, users may not reproduce, publish, distribute, modify, create derivative works from, sell, or commercially exploit such materials.

Nothing in this Service Policy should be interpreted as granting users ownership or other intellectual property rights in the website content unless such rights are expressly provided in writing.

16. Changes to Products, Services, and Policies

Orlyah may update product information, website content, service arrangements, shipping procedures, or other website functions when necessary.

Orlyah may also revise this Service Policy from time to time to reflect changes in business operations, applicable requirements, website functions, or service arrangements.

Updated policies may become effective after being published on the website. Customers are encouraged to review the relevant policies periodically when using the website or placing new orders.

17. Accuracy of Customer Information

Customers are responsible for ensuring that the personal and order information provided during the purchasing process is accurate, complete, and up to date.

This may include the customer's name, email address, shipping address, telephone number where required, and other information necessary for order processing and delivery.

If inaccurate information causes an order to be delayed, returned, or otherwise affected, Orlyah may not be responsible for consequences resulting from the inaccurate information provided by the customer.

18. Limitation of Use

Customers agree to use the Orlyah website and related services in a lawful and responsible manner.

Any attempt to interfere with website security, disrupt website operations, obtain unauthorized access, misuse website content, submit false information, or otherwise abuse the website may result in restriction or termination of access to relevant website functions where permitted by applicable law.

Orlyah reserves the right to take reasonable measures to protect the website, its users, its content, and its normal business operations.

19. Contact and Service Information

For questions regarding products, orders, shipping, returns, refunds, website use, or other matters related to Orlyah, customers may contact us by email.

The relevant contact information is:

Brand Name: Orlyah
Website: www.orlyah.com
Email: customer@orlyah.com

When sending an inquiry, customers are encouraged to include sufficient information about the matter so that the relevant issue can be reviewed and handled appropriately.

20. Final Provisions

This Service Policy is intended to provide customers with clear information regarding the use of the Orlyah website, product purchases, shipping arrangements, returns, refunds, and related services.

By continuing to access or use the website, customers acknowledge that they have reviewed and understood the applicable terms and agree to comply with the relevant provisions.

If any provision of this Service Policy is determined to be invalid, unenforceable, or otherwise inapplicable under relevant law, the remaining provisions shall continue to apply to the extent permitted.

Orlyah will continue to operate the website and provide related services in accordance with applicable requirements and reasonable business practices.

These Terms of Service and any separate agreements whereby we provide you shall be governed by and construed in accordance with the laws of HongKong.