Frequently Asked Questions (FAQ)

Welcome to the OrionMart Help Center! We've gathered answers to the most common questions about ordering, shipping, and our products. If you can't find what you need, please visit our Contact Us page.

Ordering & Payment

1. What payment methods do you accept? We accept all major credit and debit cards, including Visa, Mastercard, and American Express. For quick and secure checkout, you can also pay using PayPal, Apple Pay, and Google Pay.

2. Can I amend or cancel my order after it has been placed? We process orders very quickly to ensure prompt delivery. If you need to amend or cancel your order, please contact us immediately (within 1 hour) by email at support@orionmart.co.uk. Once an order has been dispatched, we cannot modify or cancel it, but you are welcome to follow our standard returns process once the item arrives.

Shipping & Delivery (UK Focus)

3. Where does OrionMart ship? We ship to all addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. We currently do not offer international shipping.

4. What are your shipping costs and delivery times? We also offer FREE Standard UK Shipping on all orders. Please note that these are estimated delivery times starting from the time of dispatch.

5. How can I track my order? You will receive a shipping confirmation email containing a tracking number and a link to the courier's website once your order has been dispatched. Please allow up to 24 hours for the tracking information to become active.

Returns, Refunds & Exchanges

6. What is your returns policy? We offer a 30-day money-back guarantee on all items. If you are not completely satisfied, you can return your purchase within 30 days of delivery for a full refund or exchange. Items must be unused, in the same condition you received them, and in their original packaging.

7. How do I start a return? To initiate a return, please email our customer service team at support@orionmart.co.uk with your Order Number and the reason for the return. We will reply with a return authorisation and detailed instructions.

8. Who pays for return shipping? If the item is faulty, damaged, or incorrect due to our error, we will cover the return shipping costs. If you are returning the item because you've changed your mind, you will be responsible for the return shipping costs.

9. How long does a refund take? Once your return is received and inspected by our team, we will send you an email notification. Refunds are typically processed within 3-5 working days, and the credit will automatically be applied to your original payment method.

Product Information

10. Are your products covered by a warranty? Many of our small appliances and electronic items come with a manufacturer's warranty. Specific warranty details are always listed on the individual product pages. If you have a warranty claim, please contact us first, and we will gladly assist you with the process.

11. How do I care for my new kitchenware/decor items? We highly recommend checking the specific care instructions provided on the product packaging or listed on the individual product description page for best results. Following the manufacturer’s guidelines ensures the longevity and quality of your purchase.