FAQ

What does ORENZAO sell?

Our collection includes slippers, slides, and casual slip-on styles. Each product page shows the design and available options for that particular item.

How should I choose a size?

Measure both feet while standing and use the longer measurement when checking the size information for the specific product. Consider foot width and whether you plan to wear socks. Contact service@orenzao.com if a measurement you need is not listed.

Where do you deliver?

We currently deliver to the United States. A destination is available only when checkout offers a delivery method for that address.

How long will my order take?

Order processing takes 2–3 days. Estimated delivery to the United States is approximately 7 days. See the Shipping Policy for delivery information.

What will shipping cost?

Standard shipping costs US$5.99 for orders below US$35. Orders of US$35 or more qualify for free standard shipping. We cover import duties for these deliveries. Review the final total before completing payment.

How do I track a shipment?

If tracking stalls, appears incorrect, or says "delivered" when you have not received the parcel, contact us with your order number so the issue can be investigated.

Can I change or cancel an order?

Email us as soon as possible with your order number and requested change. A request is not a confirmation that a change has been made. Any right provided by applicable law remains available.

Can I return an item?

Yes. Contact us within 180 calendar days after receiving the item to request an eligible free return. Change-of-mind items must be unused, unwashed, unaltered, and in their original condition; reasonable indoor fitting on a clean surface is allowed. We pay return shipping for eligible change-of-mind and product-problem returns, with no restocking or return-handling fee. Email service@orenzao.com for the correct return address and prepaid or merchant-paid return instructions. See our Return Policy for the full conditions.

When will a refund appear?

We assess the return and issue an approved refund to the original payment method within 5 business days after receiving it, including inspection. If no return is needed, we issue the approved refund within 5 business days after confirming that decision. Banks and payment providers may need additional time to post the credit. Contact us if it is not visible 10 business days after our refund notification. Business days for our processing are Monday through Friday, excluding public holidays in China, unless the law requires a shorter deadline.

What if something is wrong with my item?

Tell us your order number, what happened, and which item is affected. Relevant photographs can help identify the problem, but contact us even if photographs do not show it clearly. Your rights that apply by law are not limited.

How can I ask about my personal information?

Email service@orenzao.com. Our Privacy Notice explains the information involved and available choices.