Customer Care

Shipping & Returns

Every ORA order is packed by hand in Kigali and ships in recycled-fibre boxes with plant-based inks and no plastic fill. 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 receive 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.

Returns

Unopened products with the hygiene seal intact can be returned within 14 days of delivery (7 days for in-store purchases), and anything faulty, damaged or incorrect is replaced or refunded in full. Because our products are hygiene and personal-care goods, opened or seal-broken items can’t be returned on a change-of-mind basis — the full rules, windows, and refund methods are set out in our Refund & Returns Policy.

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