FAQs

1. How long does delivery take?

Orders shipped within the United Kingdom typically follow this timeline:

  • Order Cutoff: 5:00 PM (GMT) — orders placed after this time are processed the next business day.

  • Handling Time: 1–2 business days (Monday to Friday).

  • Transit Time: 7–8 business days (Monday to Friday).

  • Total Estimated Delivery Time: 8–10 business days.

2. Do you offer free shipping?

Yes! We provide free shipping on all UK orders — no minimum purchase required.
The price you see at checkout is final, with VAT already included.

3. How can I track my order?

Once your order has been dispatched, you’ll receive a confirmation email containing a tracking number.
You can follow your parcel’s journey directly through the Track Order page on our website.

4. Can I cancel my order?

Yes. You can cancel your order within 24 hours of placing it.
To do so, please contact our support team as soon as possible to ensure we can stop the shipment in time.

5. What is your return policy?

You have 30 days from the date of delivery to return your items.
All returned products must be unused, in their original condition, and include all tags and packaging.

6. Who pays for return shipping?

That depends on the reason for the return:

  • Defective or Incorrect Items: We cover all return costs and will send you a pre-paid return label via email.

  • Change of Mind / Wrong Size: You’ll need to arrange and pay for your own trackable shipping. We don’t provide pre-paid labels for these cases.

7. Do you charge restocking fees?

No. We never charge restocking fees for returned items.

8. When will I receive my refund?

Once we receive and inspect your returned item, we’ll issue a refund to your original payment method.
Please allow up to 7 business days for the refund to appear, depending on your payment provider.

9. Can I exchange my item?

Yes, we offer free exchanges with no exchange fees.
You’ll only cover the shipping cost to send the item back to us — we’ll ship your replacement item free of charge.

Contact us:

Orthae Original

  • Address: 3 Centro Place, Pride Park, Derby, DE24 8RF

  • Email: support@orthaeoriginal.co.uk

  • Phone: +44 77 82 29 68 92

  • Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM (GMT)

Our advisors can respond to you within 24 hours.