- Why buy from us ?
At Oraloa , we take particular care in choosing our products. They must be innovative and of premium quality. Our items are tested and approved by our department and we do everything we can to introduce them to you and ensure you have an optimal purchasing experience. But that's not all !
• 100% secure online ordering by credit card, PayPal or Stripe.
• Aloha Assurance Guarantee.
• Competent and professional customer service - available 7 days a week.
• Thousands of people already trust us!
- How to order?
Our online store is open 24 hours a day, every day of the week. The order process is broken down into several stages:
1- Basket: check the contents of your order. At this stage you can modify the quantities.
2-Customer information: enter your personal information and delivery address.
3- Delivery: choose the delivery method you want based on the choices offered to you.
4- Payment: you are offered several payment methods, it is up to you to choose. You can check the contents of your order on the summary (optional item(s) and service(s), delivery method and costs).
5- Order confirmation: to be sure that your order has been recorded, you must reach this step. You can now print your order confirmation. You will also receive an email confirmation with your order reference and tracking number.
- What is the order processing time?
A complete order, available in stock and validated by credit card, the average processing time is 24 to 48 hours .
Orders are prepared from Monday to Friday, when all products are available. If an item is unavailable, your order will be prepared upon receipt of it. Our items are shipped from our shipping centers in France .
It is also possible that you will receive your order in several packages . If this case arises, you will receive a tracking number per package by email.
- How to track my order ?
As soon as your payment is validated, you will then 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 canceled 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 stock availability.
- Where is my order shipped from?
Oraloa being a French-Canadian company, your orders are shipped from our warehouse based in the Paris region in France.
- What are the delivery times ?
Due to the exclusivity of certain products, delivery time may take 2 to 10 working days depending on your geographic location. (Excluding pre-sales). Additional delays may be expected in the event of a strike, blockage or holiday season.
- What precautions should be taken during delivery?
Upon receipt of your order, it is important to carefully check that your package has not been damaged during transport and that the product is in perfect condition (and, if applicable, to note this damage detailed on the delivery note 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 , it may be useful in the event of returning the product.
- My package has been shipped but I still have not received it, what should I do?
First check the tracking of your package via the link to your tracking interface which was sent to you by email after your order . If this is indicated during delivery, we invite you to wait until the scheduled delivery date. If your package is pending with the carrier, we invite you to collect it from the address indicated on the delivery notice. We also ask you to check on your order tracking that the delivery address indicated on your order is correct.
- I received an item that does not correspond to my order, what should I do?
Before contacting us, check your order confirmation if the product ordered is different from the one you received. If the item received is indeed different from the one you ordered, please contact customer service by email.
- I'm missing an item, what should I do?
It is possible that your order will be shipped in several packages. Check your order confirmation email to be sure you do not have multiple tracking numbers from our carrier. If all packages have arrived and you still do not have all your products, contact customer service by email.
- What should I do if my product has a manufacturing defect?
We do our utmost to ensure the intact and compliant delivery of your order. If, however, you receive a defective product, 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 last name AND your first name in the appropriate field. If your bank transaction is refused, the authorized limit may be exceeded. To ensure this, we invite you to contact your bank to check the amount of this ceiling.
- Is the data I transmit confidential?
Our site is hosted by Shopify Inc. and we have a 256-bit SSL security certificate . All information relating to pages, content, credit cards and transactions is thus protected by the same level of security used by banks . For more information on this subject, see our legal notices .
- After-sales service hours
After-Sales Service is available Monday to Friday, 9 a.m. to 4 p.m. (EST - Eastern Standard Time)
We generally respond within 48 to 72 business hours to your requests.
- I have a problem with my product, what should I do?
Please contact our After-Sales Service, we will find a quick solution to your problem.
- I'm missing diamonds, what should I do?
It can happen. Packaging the kits remains manual work.
Don't worry, our Aloha insurance covers this type of problem in three colors.
Send us an email with the color codes, the quantity of missing bags and the corresponding order number .
- I bought a second-hand Oraloa kit, am I entitled to a warranty?
Only products purchased on the official ORALOA website 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 guarantee.
- Are your artists paid?
Yes, yes and yes!
Our priority is to remunerate each of our artists. All of our products are licensed.
Our artists are essential to us and we do everything possible to create a trusting, long-term relationship with each of them.
One of our main values: Respect!
- How can I suggest my ideas to you so that they can be used in new Oraloa creations?
It is The Oraloa company's policy not to accept unsolicited submissions of creative materials.
We hope you understand that the intent of this policy is to avoid the possibility of future misunderstandings when projects developed by our professional staff might resemble the creative work of others.
- What is my Diamond Painting kit made of?
When you order a Diamond Painting kit you receive the following items: a high quality printed canvas, all the necessary diamonds but also a starter kit containing a stylus, tweezers, a piece of wax and a cup. So you can get started right away! This is valid for all our kits .
- What size canvas should I choose?
As diamond embroidery is a mosaic art, the larger the embroidery size, the more detailed it will be .
Our tables have been created to have the best possible size to avoid pixelation as much as possible.
Unfortunately we do not do custom kits at this time.
- Round or square diamonds?
Both types of diamonds have the same use, but work differently. Round diamonds are easier to set and some beginners prefer them for this reason, but they leave a glimpse of the canvas. Unlike square diamonds which must be placed meticulously with a bottomless final result.
If you choose round diamonds, no worries, our canvases are created with a colored background which minimizes bleed.
- Are there any AB diamonds on your paintings?
Each canvas contains 2 AB colors minimum, whether for round or square diamonds.
- How is your canvas made?
All Diamond Painting kits include ultra-strong, 100% recyclable cotton canvas.
The canvas is covered with a layer of poured glue which allows the diamonds to adhere to it and hold them in place once placed.