Help Centre | Orion Beauty Sri Lanka

How can we help you?

Frequently Asked Questions

Order Queries

Tracking Your Order

Once you receive an email confirming your order has been shipped, you will be able to track the progress of your delivery. 


To track your package:

  1. Log in to your account.
  2. Go to My Orders.
  3. Go to the order you want to track.
  4. Click the tracking number below of the Product.

What happens if I receive an incorrect product/order?

We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur. If you have received the wrong product or parcel, please contact Customer Services using support@orionxoxo.lk or log in to your account, click my orders and click the contact us button.


Please ensure you've included the following information:


- the email address you used to place your order


- your order number


- details of the item(s) missing from your order


- a clear picture of the invoice and products received. 



Our Returns Policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.To start a return, you can contact us at support@orionxoxo.lk


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


You can always contact us for any return question at support@orionxoxo.lk.


Damages and issues


Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items


Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 


Please get in touch if you have questions or concerns about your specific item.


Unfortunately, we cannot accept returns on sale items or gift cards.


ExchangesThe fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Receiving Your Refund

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

My Account

How do I reset my password?

To change your password, you can either use the forgotten password link or sign into My Account and go to Change Password.

I’ve requested a new password, but haven’t received an email

If you have not received the re-set password email, please check your spam/junk folder as these can sometimes be missorted in the incorrect inbox.If you have not received your password within 1 hour, please contact Customer Service for help setting up a new one.

Why do I keep getting the message ‘Your email address isn’t registered’?

If you're having difficulty signing into your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still can't log in, please use the forgotten password link to regain access to your account. Please note that subscribing to our newsletter, does not automatically create a customer account.

How can I delete my product review?

Reviewers can edit their reviews by going back to the review request emails they received and submitting the reviews again. They can also edit their reviews by logging in to their reviewer's profile.

How do I change or update my account details?

In your account, you can update your name, email address, password, or other account information.

How do I find details of my previous orders?

Go to My Account, click on Account Dashboard or My Orders.

How do I update my delivery address

To update your delivery address, go to Account then click on Delivery Address. 

How do I manage my Wishlist?

To manage your wishlist, click on 'My Account' then click on 'Wishlist'.

How do I subscribe to Orion Beauty emails?

To receive our newsletter, Scroll to the bottom of the home page and fill in the name and email address, then click sign up.

How do I unsubscribe from Orion Beauty emails?

To unsubscribe from a newsletter or campaign is by clicking (or tapping) an unsubscribe link at the bottom of the email.

How do I update my birthday?

To update your birthday details, go to My Account, click on My Profile. Once you have made the change, scroll to the bottom of the page and click on Save Changes.

Shipping Information

Shipping Costs & Times

Shipment processing time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends  or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

  • Shipment method: Domestic Express / Certis Lanka Courier
  • Estimated delivery time: 1-2 business days
  • Shipment cost: Rs.200

* Order before 3pm (local time) to receive your order in 1-2 working days. Orders made after 3pm will take an additional working day

Delivery delays can occasionally occur.


Payments

What payment methods do you accept?

Payment Options


You can choose Cash on Delivery and Pay KOKO as a payment method at the checkout if you place your order from Sri Lanka.

Card payments are taken as soon as the order is submitted and will show funds have been taken via an email confirmation within 2.5 hours.

What is Koko?

Koko offers customers to buy now and pay later in-store and online with 3 equal instalments over 60 days with 0% interest. No admin fees, mark-ups or hidden charges! 

Product Advice & Reviews

Where is my product review?

We invite all customers to submit genuine and transparent reviews of products they have purchased from Orion Beauty.  Each review is individually read by our  Team who check that the submitted review corresponds to a purchase. Regrettably if we are unable to verify that you have purchased the product on your account, we're unable to publish it.

How do I post a product review?

If you'd like to review a product, go to the relevant product page and scroll to the 'Write a Review' box beneath the product details.If you are not logged in to your account you will be prompted to do so, then you can award a star rating and leave any feedback.

How can I get beauty advice that addresses my personal needs?

Our beauty team can provide tailored make up or skin care advice. Simply contact us! our Beauty Advice team and we'll happily tackle your beauty bugbears.