FAQ

Chez Oraloa, nous croyons que la créativité est une source de bien-être, de détente et de plaisir. C’est pourquoi nous mettons un point d’honneur à proposer des produits innovants, inspirants et de qualité premium, pensés pour éveiller l’imagination et offrir une expérience enrichissante à chaque étape. Tous nos articles sont soigneusement sélectionnés, testés et approuvés par notre équipe afin de garantir une satisfaction maximale.

Nos valeurs sont au cœur de notre engagement. Le respect guide toutes nos actions : respect de nos artistes, de nos clients, de nos partenaires et de notre environnement. Nous valorisons l’authenticité en proposant uniquement des créations originales sous licence, conçues par de véritables artistes. La qualité est une exigence que nous appliquons à chaque produit, tout comme l’innovation, qui nous pousse à toujours vous proposer de nouvelles idées créatives. Enfin, la bienveillance fait partie intégrante de notre relation avec notre communauté.

Nous mettons tout en œuvre pour vous assurer une expérience d’achat fluide, sécurisée et agréable :

– Commande en ligne 100 % sécurisée, avec paiement par carte bancaire, PayPal ou Stripe
– Garantie Aloha Assurance, pour couvrir les éventuels sachets manquants
– Service client compétent et disponible, à votre écoute 7j/7
– Des milliers de personnes nous font déjà confiance partout dans le monde

Chez Oraloa, vous ne choisissez pas simplement un produit créatif : vous rejoignez une communauté passionnée, engagée et tournée vers l’art, le respect et la joie de créer.

Absolutely! Oraloa products make wonderful gifts for your loved ones. When placing your order, simply enter the recipient's delivery address.

We do not include paper invoices in our packages, allowing for a discreet and direct gift delivery.

If you'd like to add a personalized note, feel free to contact us after placing your order — we’ll do our best to include your message in the package.

Giving the gift of Oraloa means offering more than a product — it’s sharing a moment of relaxation and creative art therapy.

Yes, yes, and absolutely yes! At Oraloa, respect for artists is one of our highest priorities.

All of our products are 100% licensed, meaning each artist is fairly compensated for their work — whether through royalties, a fixed fee, or a one-time purchase of the artwork.

We do not offer any unauthorized designs.

Our artists are at the core of our creative mission. We make it a point to build trust-based, long-term, and transparent relationships with each one of them — through open communication, recognition of their talent, and a genuine commitment to promoting their work.

One of our core values is respect — for artistic work, intellectual property, and the people who make this journey possible.

At Oraloa, every creation has a story, and every artist matters.

While our core policy is built on fully supporting our artists and highlighting their original, hand-crafted work, we acknowledge that some may choose to occasionally incorporate new technologies, such as artificial intelligence, into their creative process.

In such cases, our priority remains the same: to collaborate with the artist in a transparent and respectful way, honoring their style, artistic intent, and copyright.

We always ensure that every piece we offer is aligned with our values, authentic, and crafted with care.

Although both activities are based on pixel art, Pixel Hobby uses matte plastic pixels that snap into place without glue on a pegboard, while Diamond Painting uses shiny rhinestones that are glued onto an adhesive canvas.

Pixel Hobby produces a smoother and more uniform finish, similar to a digital illustration, while Diamond Painting offers a sparkling, textured effect with more visual depth.

Our products are suitable from age 6 for simpler designs. For more complex creations, we recommend starting from age 10 or for adults, as these activities require precision, patience, and concentration. Each product listing includes a difficulty level to help you choose based on age and experience.

When you order a Diamond Painting kit, you receive everything you need to start your artwork right away.

Each kit includes a high-quality printed canvas, coated with poured glue to ensure excellent adhesion of the diamonds.

All the diamonds required to complete the design are included, sorted by color and provided in sufficient quantity.

Round or square drills — each offers a unique style and finish.

Both types of diamonds serve the same purpose in diamond painting: bringing your artwork to life with sparkle and vibrancy. However, their shape and placement technique result in slightly different experiences.

Round diamonds are especially popular with beginners because they are easier and faster to place. Their rounded edges allow for a more forgiving application, though small gaps may remain between them, sometimes revealing the background canvas.

Square diamonds require precise alignment to fit perfectly together. This demands more attention to detail, but the final look is cleaner and more uniform, with no visible gaps — creating a finish that resembles a pixelated printed image.

If you choose round diamonds, don’t worry: our canvases are specially designed with coordinated background colors, which help minimize visibility between drills and preserve the brilliance of your artwork.

Yes, every canvas includes special diamonds — whether round or square — that bring a unique sparkle to your artwork.

These carefully selected diamonds add texture, depth, and brilliance, making each creation even more vivid and captivating.

All our Diamond Painting kits come with a 100% recyclable cotton canvas, of exceptional quality and high durability, made to stand the test of time.

Each canvas is carefully coated with a generous layer of poured glue, a premium technique that ensures excellent adhesion of the diamonds.

Thanks to this method, the drills stay perfectly in place, even after long hours of work.

The uniform adhesive surface also allows for precise and smooth diamond placement, ensuring a stress-free and enjoyable creative experience.

Canvas size is a key factor for achieving the best result.

Diamond painting works like a mosaic, where each diamond represents a "pixel" of a larger image.

The larger the canvas, the more accurately the details are reproduced, with sharper outlines and a more realistic finish.

At Oraloa, we pay close attention to choosing the ideal size for each design.

Our artists and team ensure that every artwork is offered in an optimized format to minimize pixelation and guarantee an enjoyable experience, no matter your skill level.

Absolutely. Once your creation is complete, you can frame it like a painting or mount it on a canvas or rigid backing to showcase and preserve it over time.

No, Pixel Hobby requires no glue or ironing. The pixels stay firmly in place on the base plate thanks to a mechanical locking system that is clean, simple, and safe. This makes the activity suitable for all ages, including children, without mess or complicated setup.

Plenty of pixels and personalized support!

Each kit includes a generous quantity of pixels to ensure you can complete your project without any issues. We even add a small surplus to account for possible losses.

However, if you lose or damage some pixels, don’t worry! You can contact us at any time for personalized assistance.

We also offer individual pixel refill packs, when this service is available, to help you easily replace missing colors.

👉 Check our website or contact us to see if this service is available for your specific model.

Yes, once positioned, the pixels stay firmly in place on the base plate. To secure your creation permanently, you can frame it or mount it on a rigid backing using double-sided adhesive. This helps preserve and showcase your artwork for the long term.

At Oraloa, it is our policy to not accept unsolicited creative submissions.

We hope you understand that the purpose of this policy is to avoid potential misunderstandings, particularly if future projects developed by our professional team resemble creative ideas submitted by others.

Notre boutique en ligne est ouverte 24 heures sur 24, 7 jours sur 7. Vous pouvez effectuer vos achats à tout moment.

Avant de finaliser votre commande, vous avez la possibilité de vérifier et de modifier le contenu de votre panier. Il vous sera ensuite demandé de renseigner vos informations personnelles ainsi que l’adresse de livraison souhaitée. Vous pourrez choisir le mode de livraison qui vous convient parmi les options proposées, en fonction de votre localisation.

Plusieurs moyens de paiement sont disponibles. Avant la validation définitive, un récapitulatif complet de votre commande vous sera présenté, incluant les articles sélectionnés, les éventuels services supplémentaires, les frais et le mode de livraison.

Une fois la commande finalisée, vous recevrez un e-mail de confirmation contenant la référence de votre commande ainsi qu’un numéro de suivi, vous permettant de suivre l’acheminement de votre colis. Vous pouvez également imprimer cette confirmation pour vos archives.

No worries! If you don’t see your confirmation email after placing your order, start by checking your spam or junk mail folder — it might have ended up there.

Also, make sure the email address you entered during checkout is correct. If the issue continues, feel free to contact our customer service team, and we’ll resend your confirmation.

Once your order is confirmed, you will automatically receive a confirmation email at the address you provided during checkout. This email will summarize the items ordered, the total amount, and the shipping address.

If you do not receive this email within a few minutes, make sure to check your spam or junk mail folder.

If you're unsure, you can also check your order history by logging into your customer account on our website, or contact us directly. We’ll be happy to confirm that your order has been successfully received.

Yes, it is possible to modify your order as long as it hasn’t been shipped yet.

If you wish to add or remove an item, change the delivery address, or make any other adjustments, please contact us as soon as possible after placing your order.

Once your package has been shipped, unfortunately, no further changes can be made. We strongly recommend reviewing your cart carefully before completing your purchase.

For a complete order that is in stock and paid by credit card, the average processing time is 24 to 48 business hours.

Orders are prepared Monday through Friday, provided that all items are available at the time of confirmation.

If a product is temporarily unavailable, the order will be held and shipped once the missing item is back in stock.

All our orders are shipped from our three logistics centers. Depending on your order’s contents, you may receive multiple separate packages. In that case, you will receive a tracking number for each shipment via email, allowing you to follow each parcel independently.

As soon as your payment is confirmed, you will receive a confirmation email with a tracking number. This number allows you to track your order in real time on the carrier's website.

You can check the delivery progress at any time.

Orders can only be canceled if they have not yet been prepared or shipped. Once the logistics process has started, no modifications or cancellations can be made.

If you have received a tracking number, this means your order is already in transit. In this case, we can no longer cancel your order.

If necessary, we invite you to wait for the delivery and then contact our customer service to learn more about the return procedure, in accordance with our cancellation policy.

Discount codes cannot be combined. You can only use one promo code per order.

However, a gift card can be used in addition to a discount code, allowing you to benefit from both your promotional offer and the balance available on your gift card.

If you have a valid promo code, simply enter it in the “Promo code” field during the checkout process and click “Apply”.

The discount will then be automatically deducted from your total order amount.

Your orders are shipped from our warehouses located in France, Canada, and China, depending on your delivery location:

Europe, parcels are prepared and shipped from our warehouse in the Paris region.

North America, shipments are handled from our facility in Montreal, Canada.

Asia and Oceania, orders are dispatched from our warehouse in China.

This triple logistics setup allows us to optimize delivery times and ensure a fast, reliable, and high-quality service, while minimizing customs fees and unnecessary delays.

Yes, Oraloa ships to many countries around the world. Delivery times and shipping fees vary depending on the destination. During checkout, you can select your country and view the available shipping options. We do our best to ensure fast and secure delivery, wherever you are.

Due to the exclusive nature of some products, delivery times may vary between 2 to 10 business days, depending on your location. This timeframe only applies to items that are immediately available, excluding pre-order periods.

All our products are in stock and stored in our own warehouses. We do not use any form of dropshipping — meaning every order is carefully prepared and shipped directly by our team, without intermediaries.

Please note that additional delays may occur in the event of strikes, logistical disruptions, extreme weather conditions, or during high-demand periods such as the end-of-year holidays. We do everything we can to ensure fast and reliable delivery under all circumstances.

When receiving your order, it’s important to carefully inspect the condition of the package. Make sure that the parcel hasn’t been damaged during transit and that the product is in perfect condition.

If you notice any issues (damaged package, broken item, missing part), please note them clearly and in detail on the delivery slip, in the presence of the driver.

This check must be done at the time of delivery, before signing any receipt or document.

We also recommend that you keep the original packaging, as it may be required for a return or a claim.

No, Oraloa does not use dropshipping.

All our products are stored and shipped directly from our own facilities. This allows us to ensure strict quality control, efficient order processing, and a reliable and responsive customer experience.

We place great importance on customer satisfaction and product quality — which is why we carefully manage every step of the preparation and shipping process ourselves.

If your parcel has been shipped but you haven’t received it yet, please follow these steps:

check the tracking using the link or number provided in your shipping confirmation email. It will show whether your package is in transit, awaiting pickup, or already delivered.

ask your neighbors or check around your property — sometimes carriers leave parcels with neighbors or in safe places (mailbox, front desk, etc.).

wait a reasonable amount of time, as delays can occur due to logistics, weather, or high shipping volumes.

contact the shipping carrier directly using your tracking number for more detailed information.

contact our customer service team by email with your order number. We will investigate and do our best to resolve the issue promptly.

If you were unable to collect your parcel within the given timeframe and it has been returned to us, you can request a second shipment, which will be carried out at your expense.

However, if you intentionally chose not to collect the parcel (for example, by refusing delivery or not picking it up from a collection point), the original shipping fees will not be refunded.

We strongly recommend that you monitor your parcel’s tracking information carefully to avoid any unnecessary returns.

Please contact our After-Sales Service. We will do everything we can to provide you with a quick and suitable solution to your problem.

Your order may have been shipped in multiple parcels, depending on the items ordered or their availability.

Please check your shipping confirmation email, as it may contain multiple tracking numbers corresponding to separate shipments.

If you have received all listed packages, but some items are still missing, please contact our customer service by email.

We are committed to resolving the issue as quickly as possible.

Before contacting us, please carefully review your order confirmation email to make sure the item you received is indeed different from what you ordered.

If a mistake has occurred and the delivered product does not match your order, please reach out to our customer service by email.

We will do everything necessary to resolve the issue as quickly as possible.

It can happen that one or more diamond bags are missing from your kit. Since the packaging is done manually, small errors may occur despite our best efforts.

Don’t worry — our Aloha Assurance covers this type of issue, up to four missing colors per kit.

To receive the missing diamonds, please send us an email including the following information:

– The DMC codes of the missing colors

– The number of bags missing for each color

– Your order number

Our team will make sure to send you the missing diamonds as quickly as possible.

Only products purchased directly from the official Oraloa website or one of our official partner stores are covered by the Oraloa warranty.

Any Oraloa item — whether new or used — purchased through resale platforms, second-hand websites, or private sellers is not covered by our warranty.

This is because we cannot guarantee the authenticity, quality, or completeness of products sold outside our official network.

To enjoy the full Oraloa experience and benefit from reliable after-sales service, we strongly recommend purchasing exclusively through our certified sales channels.

We accept all major credit cards (Visa, MasterCard, American Express, etc.), as well as PayPal payments, whether or not you have a PayPal account.

This allows you to pay for your order easily and securely, using the option that suits you best.

First, make sure your card’s expiration date is still valid. Then double-check that you’ve entered your first and last name exactly as they appear on your card in the required field.

If the payment is still declined, it’s possible that you’ve reached your card’s spending limit. In that case, we suggest contacting your bank to confirm your limit and, if needed, requesting a temporary authorization to complete your purchase.

Yes. Our website is hosted by Shopify Inc., a platform well-known for its reliability and security.

We use a 256-bit SSL certificate, which ensures that all data exchanged on our site — including viewed pages, content, payment details, and transactions — is encrypted and protected according to the highest security standards, similar to those used by banks.

For more information, we invite you to consult our legal notice.