Shipping policy

At Orsena Studio, we aim to deliver your order as smoothly and efficiently as possible. Please read the details below to understand how our shipping process works and what to expect once your order is placed.

Order Processing Time

All orders require 1–3 business days to be processed, packed, and dispatched.
Processing time is separate from the delivery time.

Orders placed during weekends or holidays will begin processing the next business day.

Delivery Time

After your order has been processed, your package will be shipped with an estimated delivery window of:

4–9 business days

This timeframe varies depending on destination, courier workload, and seasonal volume.

Tracking Information

Once your order has been dispatched, you will receive a tracking number via email.
Tracking updates may take up to 48 hours to appear depending on the courier.

Please ensure your shipping details are entered correctly at checkout. Orsena Studio is not responsible for delays caused by incorrect addresses.

Delays Outside Our Control

While we strive to meet our estimated timeframes, delays may occur due to:

  • Courier or logistics issues

  • Weather disruptions

  • Customs processing

  • Peak seasonal demand

  • Incomplete or incorrect shipping information

These delays do not qualify for refunds or chargebacks, as they fall outside our control.

Undeliverable Packages

If a parcel is returned to us due to an incorrect address, failure to collect, or refusal of delivery, the customer is responsible for reshipping costs.

Chargeback Policy

To protect both the customer and our business, we have the following policy:

Chargebacks will not be accepted or approved unless:

Orsena Studio exceeds the maximum delivery timeframe (9 business days) plus an additional 72-hour grace period, excluding courier, customs, or customer-related delays.

This means a chargeback is only valid if:

  • The order was processed correctly

  • The shipping address was correct

  • No courier delays or uncontrollable disruptions occurred

  • And the item was not delivered by Day 15 (12 days + 72 hours)

If a chargeback is initiated without meeting these conditions, we will dispute the claim with full supporting evidence, including:

  • Order processing timestamps

  • Tracking information

  • Courier scans

  • Delivery attempts

  • Customer correspondence

  • Shipping policy acceptance at checkout

We always encourage customers to contact us first — we are here to resolve issues quickly and fairly.

Lost or Stalled Shipments

If tracking has not updated for 10+ days, please contact us.
We will investigate with the courier and issue a replacement if necessary.