- Why buy from us?
At Oraloa, we take great care in choosing our products. They must be innovative and Premium quality. Our products are tested and approved by our service and we do everything possible to make you discover them and ensure an optimal shopping experience. But that's not all:- 100% secure online ordering by credit card, PayPal or Stripe. - Aloha Insurance Guarantee - Competent and professional customer service - at your service 7 days a week. - Thousands of people already trust us!
- How do I place an order?
Our online store is open 24 hours a day, every day of the week. The ordering process consists of several steps:
1- Shopping cart: check the content of your order. At this stage you can change the quantities.
2-Customer information: enter your personal information and delivery address.
3- Delivery: choose the delivery method you want according to the choices that are offered.
4- Payment: you are offered several methods of payment, you choose. You can check the content of your order on the summary (item(s) and optional service(s), mode and shipping costs).
5- Order Confirmation: to be sure that your order has been registered you must reach this step. You can now print your order confirmation. You will also receive a confirmation by e-mail with your order reference and tracking number.
- How long does it take to process an order?
A complete order, available in stock and validated by credit card, the average processing time is 24 to 72 hours. Orders are prepared from Monday to Friday, when all the products are available. In case of unavailability of an item, your order will be prepared upon receipt of the latter. Our items are shipped from our shipping centers in North America.
It is also possible that you will receive your order in several packages. In this case, you will receive a tracking number by email.
- How do I track my order?
As soon as your payment is validated, you will receive an e-mail with a tracking number to trace your order directly on the carrier's website.
- How do I cancel my order?
Orders can only be cancelled if they have not yet been fulfilled. If your packages are currently in transit (if a tracking number has been provided), unfortunately we cannot cancel your order.
- How can I use a promo code on the website?
If you have a valid promo code, enter it in the "Promo Code" box during the checkout process, and click "Apply".
- Why didn't I receive my little gift?
Small gifts are random and available depending on available stocks.
- What are the delivery times?
Due to the exclusivity of some products, the delivery time may take 2 to 10 working days depending on your geographical location (excluding pre-sales). Additional delays are to be expected in case of strike, blockage or holiday season.
- What precautions should be taken during delivery?
Upon receipt of your order, it is important to verify that your package has not been damaged during transport and that the product is in perfect condition (and, if necessary, to note this damage detailed on the delivery order of the carrier). This verification must be done at the time of delivery and in the presence of the driver. We recommend that you keep the packaging, which may be useful in the event of a return of the product.
- My package has been shipped but I still haven't received it, what should I do?
First, check the tracking of your package via the link to your tracking interface that was sent to you by e-mail after your order. If it is indicated in the course of delivery, we invite you to wait until the date of delivery. If your package is pending with the carrier, we invite you to pick it up at the address indicated on the delivery notice. We also ask you to verify on your order tracking that the delivery address indicated on your order is correct.
- I received an item that does not match my order, what should I do?
Before contacting us, please check your order confirmation to see if the product you ordered is different from the one you received. If the item received is indeed different from the one you ordered, please contact the customer service by e-mail.
- I am missing an article, what to do?
Your order may be shipped in multiple packages. Check your order confirmation email to make sure you don't have multiple tracking numbers from our carrier. If all the packages have arrived and you still don't have all your products, contact customer service by e-mail.
- What if my product has a manufacturing defect?
We do our best to ensure that your order is delivered intact and in accordance with the instructions. However, if you receive a defective product, please contact us and we guarantee to find a quick solution.
- What payment methods do you accept?
We accept all credit cards as well as payment via PayPal, with or without a PayPal account.
- My credit card payment is refused, what should I do?
First, check that the expiration date of your card has not passed. Secondly, check that you have entered your name AND your first name in the appropriate field. If your bank transaction is refused, it may be that the authorized limit has been exceeded. To be sure, we invite you to contact your bank to check the amount of this limit.
- Is the information I provide confidential?
Our site is hosted by Shopify Inc. and we have a 256 bit SSL security certificate. All page, content, credit card and transaction information is protected by the same level of security used by banks. For more information on this subject, please see our legal notice.
- Service hours
Customer Service is available Monday through Friday, from 9:00 a.m. to 4:00 p.m. (EST - Eastern Standard Time).
We generally respond to your requests within 48 to 72 business hours.
- I have a problem with my product, what should I do?
Please contact our Service Department and we will find a quick solution to your problem.
- I am missing diamonds, what should I do?
This can happen. Packing the kits is still a manual job. Don't worry, our Aloha insurance covers this kind of problem up to three colors. Send us an e-mail with the color codes, the quantity of missing bags and the corresponding order number.
- I bought a used Oraloa kit, do I have the right to a warranty?
Only products purchased on the official website ORALOA or our official stores, are guaranteed. Oraloa products purchased new or used on second hand websites or from individuals do not benefit from the Oraloa warranty.
- Are your artists paid?
Yes, Yes and Yes!
Our priority is to pay each of our artists. Our artists are essential to us and we do our best to create a long term and trustworthy relationship with each of them. One of our main values: Respect!
- How can I propose my ideas to be used in new Oraloa creations?
The Oraloa company has a policy of not accepting unsolicited submissions of creative materials. We hope you understand that the intent of this policy is to avoid the possibility of future misunderstandings where projects developed by our professional staff may resemble the creative work of others.
- What does my Diamond Painting kit consist of?
When you order a diamond painting kit, you will receive the following items: a high quality printed canvas, all the necessary diamonds and a starter kit containing a stylus, tweezers, a piece of wax and a cup. So you can start right away! This applies to all our kits.
- What size canvas should I choose?
As diamond embroidery is a mosaic art, the larger the size of the image, the more detailed it will be.
Our paintings have been made to have the best size possible is thus avoided to the maximum pixelation. Unfortunately, we do not make custom kits for the moment.
- Round or square drills?
Both types of diamonds serve the same purpose, but work differently. Round diamonds are easier to apply and some beginners prefer them for this reason, but they leave a glimpse of the canvas. If you choose round diamonds, no worries, our canvases are created with a colored background that minimizes bleed-through.
- Are there any AB diamonds on your paintings?
Each canvas contains a minimum of 2 AB colors for both round and square diamonds.
- How is your canvas made?
All Diamond Paint kits include a 100% recyclable, heavy-duty cotton canvas.
The canvas is covered with a layer of cast adhesive that allows the diamonds to adhere and maintain them once applied.