Customer Care
Frequently Asked Questions
Everything you might want to know before we open the doors.
When does ORA launch?+
We open soon, first to our waitlist. Joining the waitlist — or reserving any product — guarantees you first access before public release, Founding members receive first access at launch, a founding gift with their first order, and lifetime founding status.
What does “Reserve at launch” mean?+
Reserving a product holds your place in line for it. The moment we launch, you’ll receive a private link to complete your order before the collection opens publicly. Reserving costs nothing.
How do gift cards work before launch?+
ORA gift cards can be sent today and redeemed from launch day. The recipient receives the full stored value, a 10% recipient privilege, and complimentary delivery on their redeeming order.
What is in ORA products?+
Small-batch blends of East African botanicals — steam-distilled essential oils in a plant-derived, cruelty-free base. No parabens, no phthalates. A plant-derived, cruelty-free base.
Where do you deliver?+
At launch: Rwanda in 1–2 business days, and Kenya, Uganda, and Tanzania in 2–4. Delivery is complimentary on orders over 50,000 RWF; orders under that carry a flat 3,000 RWF delivery fee.
What if I change my mind?+
Unopened items with the hygiene seal intact may be returned within 14 days of delivery (7 days for in-store purchases). Tell us at contact@ora.luxury and we'll arrange courier pickup where available; return delivery for change-of-mind returns is paid by the customer. Full details are in our Refund & Returns Policy.