Frequently Asked Questions
How can I contact OROVA?
You can email us at support@orovastore.com. Our customer support team will be happy to assist you.
Why haven't I received my order confirmation or shipping email?
Order and shipping confirmations are automatically sent to the email you entered at checkout. If you don’t see them, please check your spam folder. If they are still missing, contact us at support@orovastore.com and we will resend them.
Do you ship worldwide?
Yes, we offer worldwide shipping.
Can I cancel my order?
Orders can only be canceled before they are processed for shipment. All cancellations are subject to a 30% restocking fee. If your order has already been shipped, it must be returned after delivery to receive a refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
When will my order be processed?
Orders are processed Monday through Friday. Please allow 2–3 business days for order processing. During holidays or sale periods, additional time may be required.
How long will it take to receive my order?
Estimated delivery time is 6–10 business days, depending on your location and local postal operations.
Will I be charged customs or taxes?
Prices on our website include VAT and duties for most destinations. However, depending on your country, your local customs office may still charge additional fees upon arrival. These charges are the responsibility of the customer. We are not responsible for customs delays.
How do I return an item?
Please contact us at support@orovastore.com to request a return. All returns must be approved before being shipped back.
What condition must shoes be in to qualify for a return?
To qualify for a return, shoes must be:
- Unused and unworn
- Free of dirt, marks, odors, or creasing
- Returned with clean soles and undamaged insoles
- In the original packaging with all accessories included
Shoes that show signs of wear or use will be rejected.
What if the item I received is defective, incorrect, or damaged?
Please contact us immediately with your order number and clear photos of the issue, including the product label. We will send a replacement free of charge if the item is defective or incorrect.
What should I do if my order is incomplete?
If an item is missing, please contact us within 7 days of receiving your package and we will assist you promptly.
What if the shoes don't fit?
If the shoes don't fit, you may request a return or exchange within 30 days. Return shipping costs are the responsibility of the customer.
What happens if my order is marked as delivered but I didn’t receive it?
If the carrier marks the order as delivered, OROVA is no longer responsible for the package. Please contact the carrier directly for delivery confirmation or stolen package claims.
Do you deliver to postal offices or pickup points?
Yes, but we are not responsible for lost or missing packages delivered to postal offices, pickup locations, or collection centers. For the most secure delivery, we recommend using a residential or business address.
When will I receive my refund?
Refunds are issued within 5–7 business days after we receive and inspect the returned item. Your bank may take up to 10 additional business days to post the refund. If you have not received your refund after this time, please contact your payment provider.