Customer Care

Shipping & Returns

Every ORA order is packed by hand in Kigali and travels in carbon-conscious packaging. These are the promises we launch with.

Delivery

At launch, we deliver across Rwanda within 1–2 business days and to Kenya, Uganda and Tanzania within 2–4 business days. Delivery is complimentary on all orders over 50,000 RWF; a flat 3,000 RWF applies below that.

Gift card recipients always enjoy complimentary delivery on their redeeming order — no minimum.

Packaging

Orders arrive in our signature gift-ready packaging: recycled-fibre boxes, plant-based inks, no plastic fill. Gift wrapping is included with every order, always.

Returns

Every purchase is covered by a 30-day satisfaction promise. If a product isn’t right, write to us and we’ll arrange a collection and a full refund or exchange — no questions, no forms in triplicate.

Reach us at hello@ora.luxury — we reply within 24 hours.