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Help Centre | Orion Beauty Sri Lanka

Help Center

Frequently Asked Questions

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.

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. 



We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.


Due to the unique nature of this business and related matters of hygiene and public safety, we cannot allow cosmetic and beauty items to be returned. Other than the item is defective, damaged, or if you receive the wrong item.


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.


Exchanges


The 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.


Refunds


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.

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.

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

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.
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.
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.
In your account, you can update your name, email address, password, or other account information.
Go to My Account, click on Account Dashboard or My Orders.
To update your delivery address, go to Account then click on Delivery Address. 
To manage your wishlist, click on 'My Account' then click on 'Wishlist'.
To receive our newsletter, Scroll to the bottom of the home page and fill in the name and email address, then click sign up.
To unsubscribe from a newsletter or campaign is by clicking (or tapping) an unsubscribe link at the bottom of the email.
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.

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/KOOMBIYO DELIVERY
  • Estimated delivery time: 1-3 business days
  • Shipment cost: Rs.350

* 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.

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.
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.
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.