We accept credit and debit cards, cash on delivery, bank transfers, KoKo and Mintpay. including Visa, Master, Amex, Discover, Diners Club, DFCC Virtual Wallet, FriMi, Upay, eZcash, Mcash, and Sampath Vishwa.

We accept payments in three installments, thanks to our partners Mintpay and KOKO.

You will be able to choose that payment option at checkout.

Once an item is prepared for shipment or if an item has already been shipped, we are unable to make any changes to your order. Prior to this, we are able to update your desired shipping address only. Please email orders@orionxoxo.lk

We're happy to update your order, whether that be including a gift note, changing your delivery address, adding/removing an item, or helping you cancel. However, we can only make changes before your order has shipped and, because the folks in our fulfillment center work quickly, this timeframe is a small one. If you'd like to update or cancel your order, please email orders@orionxoxo.lk and we'll see what we can do!

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.

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

All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays.

Shipment method: Trans Express (cash on delivery) / Prompt Xpress (paid orders)

Estimated delivery time: Trans Express 1-4 business days / Prompt Xpress 1-3 business days

*Paid orders placed before 10:30am (local time) will be delivered in 1-2 working days. Orders placed after 10:30am will take an additional working day.

*The courier service will call you before delivery to confirm your address and delivery time. If they are unable to reach you, the delivery will be delayed.

You can find tracking information by logging into your account and selecting 'Order History' from the menu items. Alternatively, you can find tracking information in your shipping confirmation email. If you can't find this email, make sure to check your spam or junk folder!

At this moment, we only ship within the Sri Lanka.

We're sorry your order didn't arrive as expected! Please send your order number and a photo of the damaged item to support@orionxoxo.lk. Our support team will be in touch shortly with the next steps.

We want to make this right! Please send your order number and a photo of the incorrect item to support@orionxoxo.lk. Our support team will be in touch shortly with the next steps.

ORION XO does not offer refunds or exchanges on any products, unless you have received a damaged or faulty product or an incorrect product instead of what you ordered.

Can I cancel a paid order and get a refund?

We don’t cancel any paid order after placing due to any reason, including card payments, mint pay, koko pay, and bank transfers. Therefore, please place your order after carefully considering.

How long do I have to cancel a cash on delivery order after placing it?

We can cancel cash on delivery orders within 1 hour after placing, if you have requested. After 1 hour, please refrain from asking for cancellations.

Do you offer refunds or exchanges for issues like pump malfunction or dropper breakage?

We don’t offer refunds or exchanges due to reasons such as the pump not working or the dropper breaking while in use. However, if there is any damage, you can request a refund within 3 days after the product is delivered.

I received a damaged or faulty product

If you have received a damaged or faulty item from ORION XO, we apologize for the inconvenience. We take great care to prevent any damages during transit, but it is possible that problems may occur.

To resolve the issue, please message us via WhatsApp at +94768400945 or email support@orionxoxo.lk within 48 hours after receiving the package. Please note that we are arranging an exchange for the same item only (no refunds or exchanges with other products).

Please include a brief description of the problem as well as a photo of the impacted item. Remember to provide the order number and your name as they appear on the invoice. Then, as quickly as possible, we can arrange for a replacement or another option.

The product must be returned and received by us unopened, unused, and in its original packaging. 

Thank you for your understanding and for being a valued customer of ORION XO.

(A member of our Customer Service team will contact you through email or WhatsApp within 24 hours with instructions, although responses may be delayed due to holidays.)

What should I do if I receive an incorrect item?

We understand the frustration of receiving an incorrect item after you have placed an order. We strive to ensure that our customers get exactly what they ordered. Unfortunately, mistakes do occur from time to time, and for that we apologize.

If you have received an incorrect item, please WhatsApp at +94768400945 or email support@orionxoxo.lk within 3 days after receiving your order with a photo of the incorrect item and invoice. Remember to mention the order number and your name according to the invoice. Then we can arrange a replacement as soon as possible.

The product must be returned and received by us unopened, unused, and in its original packaging. 

Thank you for your understanding and for being a valued customer of ORION XO.

(A member of our Customer Service team will contact you through email or WhatsApp within 24 hours with instructions, although responses may be delayed due to holidays.)

Even though I paid, one item is missing from my order. 

If you haven’t received all of the products that you have ordered, we apologize for the inconvenience. Also, we will arrange a replacement or refund as soon as possible.

Please contact us via WhatsApp at +94768400945 or email support@orionxoxo.lk within 3 days of receiving your order, including photo(s) of the received items and the invoice. Remember to mention the order number and your name according to the invoice.

We have photos for each order that we have taken before packing. As soon as we receive a complaint, we will recheck it with a photo and arrange for a new product or a refund according to your instructions.

Thank you for your understanding and for being a valued customer of ORION XO.

(A member of our Customer Service team will contact you through email or WhatsApp within 24 hours with instructions, although responses may be delayed due to holidays.)

My skin got irritated after using the product.

If your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately.

However, we do not accept returns, exchanges, or refunds for any of our products in cases of skin reactions, including allergic reactions.

Individual skin sensitivities or allergies to an ingredient cannot be predicted by us. We have mentioned the full list of ingredients on our website for each product.

Therefore, please read and review all products' details and ingredients carefully.

We stand by the quality of the products we sell, but certain ingredients may cause irritation. Therefore, don’t make a purchase unless you’re sure about the product or ingredients.

We strongly advise customers to do research or consult with a doctor before purchasing skincare products if they’re worried about allergy reactions, refunds, or exchanges.

Skincare brands can change the ingredients in their products from time to time. Therefore, remember to check the ingredients each time you’re purchasing, even if you've purchased the same item multiple times before.

Also, we strongly advise customers to read the product labels carefully or consult with a doctor before using any new skincare product.

We strongly recommend a patch test before application.

We cannot guarantee that customers will not experience skin reactions, and we will not be responsible.

If you are pregnant or breastfeeding, or if you have health concerns, please consult your physician before purchasing or using products.

What can I do if the product is not working for me?

We understand that it can be disappointing when a product does not work for you as expected. Unfortunately, we are unable to return or exchange any products for this reason.

Each skincare product is not the same for everyone.

We cannot guarantee that customers will always receive the results mentioned in product descriptions.

We apologize for any inconvenience.

What should I do if I am dissatisfied with the product or the color is not suitable for me after trying it on?

Unfortunately, our return policy does not cover situations such as not being as expected, disliking the product, disliking the fragrance, not receiving expected results, or disliking the color after trying it on.

We cannot refund or exchange any skincare or makeup product due to your not being satisfied with the product or the colors not matching. We strongly recommend that our customers take the time to do careful research before making a purchase.

We cannot guarantee that customers will receive the exact colors shown in the photos. 

What can I do if I purchase the wrong product by mistake?

Due to the unique nature of this business and for hygiene reasons, we do not offer exchanges for products ordered mistakenly. Therefore, please choose your products carefully.

Is it possible to cancel my order after it has been shipped from the store?

We are unable to cancel orders once they have been dispatched from our store for any reason. 

Can I get a refund because my order was delayed?

We cannot cancel the orders due to delays unless it’s more than 8 business days after they've been dispatched from our store.

We aim to deliver packages within 2-4 business days within the Southern and Western Provinces, and within 3-5 business days throughout the rest of the provinces.

But sometimes these schedules can be changed due to holidays and unexpected situations.

If we can’t deliver the package within 8 business days after dispatch, you can ask to cancel the order and receive a refund.

Also, packages can be delayed due to incorrect delivery details and incorrect contact numbers provided by customers, and customers are not answering phones. Due to those reasons, we cannot cancel the orders. We are trying to fix errors and deliver packages at least within 14 business days after dispatch. If we are unable to arrange the package within 14 business days, the customer may cancel or receive a refund. Also, we can cancel the order and issue a refund.

Last updated: 08/08/2023

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 questions at support@orionxoxo.lk.

Sorry, shipping charges are non-refundable.

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.

You can log into your existing account or create a new one right here.

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.

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

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'.

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.

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.