We are committed to providing clear and reliable customer support for customers purchasing children’s knitwear, children’s jeans, and children’s dresses from our website. If you have any questions about our products, orders, deliveries, returns, payments, or general website enquiries, you can contact us using the details below.
Company Name: Orlissa
Address: TREE TOPS, CHURCH ROAD, BURSTOW, HORLEY, RH6 9RG
Email: support@orlissa.online
Telephone: +44 7673259267
1. General Customer Enquiries
Customers may contact us with general questions about our website, products, ordering process, payment process, delivery arrangements, returns, refunds, or other matters relating to purchases made through our website.
When contacting us, please provide enough information for us to understand your enquiry and respond appropriately.
2. Product Enquiries
If you have questions about children’s knitwear, children’s jeans, or children’s dresses before placing an order, please contact us by email or telephone.
Product enquiries may include questions relating to available sizes, colours, materials, product descriptions, care information, availability, or other product details displayed on our website.
We recommend reviewing the relevant product page before contacting us, as product-specific information may already be provided there.
3. Sizing Enquiries
Children’s clothing sizes may vary depending on the design, material, and style of a product.
If you are unsure which size may be suitable before placing an order, you may contact us with the name of the product and the size information you are considering.
Customers remain responsible for reviewing the sizing information provided on the relevant product page before completing an order.
4. Order Enquiries
If you have already placed an order and need assistance, please include your order number when contacting us.
You may contact us regarding matters such as order confirmation, order details, product quantities, delivery information, or the current status of an order.
Providing accurate order information allows us to identify the relevant purchase more efficiently.
5. Incorrect Order Information
If you notice that information submitted with your order is incorrect, such as your delivery details or contact information, please contact us as soon as possible.
We will review whether the information can still be corrected.
Changes may not always be possible once an order has entered processing, preparation, or dispatch.
6. Delivery Enquiries
Customers may contact us regarding delivery-related matters, including questions about dispatch, delivery progress, delayed deliveries, or delivery information associated with an order.
When contacting us about a delivery, please provide your order number and any relevant information concerning the issue.
Delivery times may be affected by circumstances outside our direct control.
7. Missing Delivery Enquiries
If your order has not arrived within the expected delivery period, please contact us with your order details.
We may ask you to confirm the delivery address provided with your order and any other information that may assist us in reviewing the situation.
Customers should contact us promptly if they believe a parcel may be delayed or missing.
8. Damaged Product Enquiries
If a product arrives damaged, please contact us as soon as reasonably possible after receiving the order.
Please provide your order number, identify the affected product, and clearly describe the damage.
We may request photographs or other reasonable information to help us assess the issue and determine an appropriate resolution.
9. Incorrect Product Enquiries
If you receive a product that is different from the product you ordered, please contact us promptly.
Please provide your order number together with details of the product received and the product you expected to receive.
We may request photographs of the product, packaging, labels, or other relevant information where necessary to review the matter.
10. Missing Item Enquiries
If your parcel arrives but an item from your order appears to be missing, please contact us and provide your order number.
Please identify which item is missing and provide any other information that may assist us in checking the order.
We will review the available order and fulfilment information before responding.
11. Return Enquiries
If you wish to ask about returning a product, please contact us before taking further action where guidance is required.
When contacting us about a return, provide your order number, the product concerned, and the reason for your enquiry.
Any return will be handled in accordance with the return and refund terms applicable to purchases made through our website and with any rights available to customers under applicable UK consumer law.
12. Refund Enquiries
Customers may contact us if they have questions about a refund relating to an eligible returned, cancelled, damaged, incorrect, or otherwise qualifying order.
Please provide your order number and enough information for us to identify the relevant transaction.
Where a refund has been approved, the processing of funds may also depend on the payment method and financial institution involved.
13. Payment Enquiries
If you experience a problem while attempting to make a payment or have a question relating to a payment associated with an order, please contact us.
For security reasons, customers should never send complete payment card details, passwords, security codes, or other sensitive financial credentials by email or telephone.
We may ask for limited order or transaction information necessary to identify the relevant purchase.
14. Order Cancellation Enquiries
If you wish to request cancellation of an order, contact us as soon as possible and provide your order number.
Whether an order can be cancelled may depend on its processing or dispatch status.
Nothing in this section is intended to limit any cancellation rights available to consumers under applicable UK law.
15. Website and Technical Enquiries
If you experience a technical problem while using our website, you may contact us and describe the issue.
Helpful information may include the page you were using, the type of problem encountered, and the action you were attempting to complete.
Please do not send passwords, full payment details, or other unnecessary sensitive information when reporting a technical problem.
16. Complaints
If you are dissatisfied with a product, service, order, or customer service experience, you may contact us to raise a complaint.
Please provide a clear description of the issue, your order number where applicable, and the outcome you are seeking.
We will review complaints based on the information available and seek to respond in a fair and reasonable manner.
17. Contacting Us on Behalf of Another Customer
If you contact us regarding an order placed by another person, we may be limited in the information we can provide.
This is intended to protect customer privacy and personal information.
Where appropriate, we may request information or confirmation from the customer who placed the order before discussing account-specific or order-specific matters.
18. Information to Include When Contacting Us
To help us review your enquiry efficiently, please include relevant information such as your full name, order number, product name, and a clear description of the matter.
For delivery enquiries, you may also need to confirm relevant delivery information.
Please provide only information that is reasonably necessary for us to deal with your enquiry.
19. Personal Information and Customer Communications
Personal information provided through customer enquiries will be used as reasonably necessary to respond to the enquiry, administer orders, provide customer support, resolve disputes, and meet applicable legal or administrative requirements.
Customers should avoid providing unnecessary sensitive personal or financial information when contacting us.
20. How to Contact Us
For questions concerning children’s knitwear, children’s jeans, children’s dresses, orders, deliveries, returns, refunds, payments, complaints, or general customer service matters, please contact us using the following details:
Company Name: Orlissa
Address: TREE TOPS, CHURCH ROAD, BURSTOW, HORLEY, RH6 9RG
Email: support@orlissa.online
Telephone: +44 7673259267
Please provide clear and accurate information about your enquiry so that we can review the matter and respond appropriately.