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1.0 General


Throughout this document, the words “ORVANNA”, “”, “us”, “we”, “our” refer to us, ORVANNA,, Orvanna Limited. or our service, ORVANNA, as is appropriate in the context of the use of the words “you” and “your” refer to you, the person who is being presented with this document for your agreement

Access to and use of this site and the products and services available through this site (collectively, the “services”) are subject to the following terms, conditions and notices (the “terms of service” or “TOS”). By using the services, you are agreeing to all of the terms of service, as may be updated by us from time to time.
ORVANNA reserves the right to make changes to the site, related polices and agreements, the privacy policy and this TOS at any time. You are advised to check the site from time to time to check the update or changes to the said policies and agreements, the privacy policy and the TOS.

The following Terms and Conditions only apply to

Orvanna Limited. is a company registered in Hong Kong SAR.

2.0 Registration

the services or features made available to you on this site you will need to register. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects. Should any of your registration information change, please notify us immediately at the following e-mail address We may also change registration requirements from time to time.

In using the site, you agree to accept responsibility for all activities conducted through your account. You are responsible for keeping your account and password secure. If you feel or suspect that the security of your account has been compromised or if there is unauthorized use of your account, please contact us immediately. Please refer to our privacy policy for more information on how we use our personal data.

By registering for our online shop as a member, you are agreeing to receive regular newsletters and marketing related emails from ORVANNA. Should you wish to be removed from our email list, you can unsubscribe or terminate your account any time.

3.0 Terms of sale

3.1 Our contract

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until you payment has been approved by us and we have debited your credit or debit card or Paypal account

3.2 Pricing and Availability

Prices are shown on the site in Hong Kong Dollars (HKD). Prices displayed on the site at the time your order is accepted will be honoured except in the case of obvious error. Whilst we use our best endeavors to ensure that all prices appearing on the site are accurate, we do not guarantee that they are error-free and reserve our right to rectify any errors. If we discover an error in the price of any products that you have ordered, we will inform you as soon as possible and offer you the option of reconfirming or cancelling your order. If we are unable to contact you, we will treat the order as cancelled.

If your credit/debit card is not denominated in Hong Kong Dollars (HKD), the final price charged in your currency will be calculated by your issuing bank in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

Excluding HKD the currencies shown on the webshop are a guideline and we do not guarantee that prices remain accurate to the how you will be charged by your bank.

ORVANNA attempts to be as accurate as possible. However, ORVANNA does not warrant that product descriptions, prices and details are accurate as errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. Product availability is not guaranteed. If a product is not available when you order processes we will notify you by email.

3.3 Payment

We accept payments made by Visa, MasterCard, Paypal.

By placing an order using one of the above Credit/Debit card and online payment methods, you confirm that the Credit/Debit card(s) or Paypal account used is yours and that you have been authorized by the owner to use it. If your card issuer refuses to authorise payment to Orvanna Limited, we will not be liable for any delay or non-delivery.

We take reasonable care to make our site secure. All credit/debit card transactions on this site are processed using Paypal, a secure online payment gateway that encrypts your card details in a secure host environment. We will securely store your credit/debit card details on our systems for registered and unregistered users. These details will be fully encrypted and only used to process card transactions which you have initiated.

To help ensure that your shopping experience is safe, simple and secure, ORVANNA uses Secure Socket Layer (SSL) technology. Furthermore, we take reasonable care in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss any you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the site.

3.4 Customs and import charges

Taxes and duties applicable to your order depend on the shipping country of your order:

Hong Kong orders are not subject to taxes and duties.

Customers purchasing from a country served as Delivery Duty Paid (DDP) will incur relevant import duty and tax. These costs are included in the final purchase price. Customers purchasing from a court served as Delivery Duty Unpaid (DDU) will be charged for items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from DHL, HK Post or SF express. We recommend you contact your local customs authority to determine a landed cost prior to purchase completion.

3.5 Discount codes

Promotional discount codes – we may from time to time offer promotional discount codes which may apply in respect of any, or certain specified, purchases made through this website. The conditions of use relating to any discount code will be specified at the time of issue.

However these T&Cs relate to all ORVANNA promotions, competitions and discount codes (unless otherwise stated):

Only one promotion code can be used per order.

A promotion code can’t be used after an order has been placed.

Sale items are excluded from all discount and promotion codes (unless otherwise stated). Other selected brand exclusions may also apply.

4.0 Acceptance of your order

Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.

Unless you cancel your order, acceptance of your order and completion of the contract between you and ORVANNA will be completed when we email you to confirm the goods have been dispatched. The sale contract is therefore concluded in Hong Kong and the language of the contract is English.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the TOS.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

5.0 Price match

ORVANNA consistently works toward maintaining competitive prices on everything we carry and for some brands we stick to the prices determined by our suppliers. However, if you find the same product for a lower price (in the same size, colour and specification) we will be happy to price match. Please follow the below criteria when considering:

The item must be full price and not subject to any promotion or sales offers.

The item must be available for everyone to buy. We will match the price shown online, not including any additional promotional/member discounts or codes.

The item to be price matched has to be identical to the one listed at, and currently in-stock on both sites.

Although we are more than happy to do so in almost all situations, we do reserve the right not to alter our listed price.

Price match orders can not be exchanged or refunded.

To arrange a price match, please email us at before placing the order and we will seek to arrange your price match as quick as possible.

6.0 Delivery and Shipping

Free and Prime Shipping

Hong Kong, China and Macau orders will be shipped using Hong Kong post delivery service.

Free shipping international orders will be shipped with Hong Kong Post.

International orders will be shipped using Hong Kong Post delivery service unless the order is subject to an upgrade to DHL or subject to our free upgrade offer with DHL.

6.1 Delivery times

Hong Kong and China

In Hong Kong and Mainland China, orders are delivered 6 days a week, excluding Sundays and statutory Public Holidays (Hong Kong).

Rest of the World

Orders are delivered Monday to Friday, subject to International delivery times in your country.

Delivery times are subject to change without prior notice.

7.0 Returns and exchanges

This Returns Policy only applies to online purchases.

7.1 Exchanges

Should you wish to exchange/return your merchandise please refer to the guideline below and email us explaining the reason for your exchange/return request. Merchandise may be exchanged or returned within 14 days of receiving the goods.

Exchanges/returns will be processed upon receipt of the regarding merchandise. Acknowledgement of receipt will be sent electronically following the evaluation process, stating the outcome and weather the item is eligible for exchange, refund or credit.

Packages sent without first contacting us will not be accepted.

Should you need to contact us about any questions please email us at

Customers are permitted to exchange merchandise other than Excluded items (subject to Returns/Exchanges Conditions) for a different size in the same colour and style based on stock availability. If a different size is unavailable then an alternative style and colour may be considered. If the customer selects merchandise of lower value than the original merchandise purchased then a cash coupon will be issued.

7.2 Returns/Exchanges Conditions

Please refer to the following criteria as a guideline for our returns/exchange policy:


Include our return form and the return merchandise in its original condition.

All tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in case of shoes) are intact and returned together with the merchandise.

Sales/Discounted merchandise is not eligible for return or exchange.

The merchandise does not fall within the category of “Excluded items” as defined below;

The merchandise is in “Sellable Condition” as defined below;

All returns will be refunded in through your original form of payment.

Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or refund refused.

Upon dispute, ORVANNA reserves the right to make the final decision on all return cases.

Returns or exchanges outside 14 days of receiving the goods (as the case may be) may be accepted at the sole discretion of ORVANNA.

All sale items and items bought during promotional period are final sale, and may not be returned or exchanged.

Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by ORVANNA. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

The responsibility of the customer until it is received by ORVANNA. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

Return merchandise should be posted to the following address with a completed return form:

Orvanna Ltd


7.3 Excluded items

No return or exchange will be accepted for the following reasons;

Faulty or damaged items (“Defective merchandise”). In this case the merchandise will be returned to the supplier or for independent assessment by a third party to determine whether the merchandise is defective. Merchandise damaged as a result of fair wear and tear will not be accepted as defective. If the merchandise is determined to be defective merchandise, the customer will be entitled to repair or a full refund as appropriate within the circumstances at the sole expense of Orvanna.

7.4 Sellable Condition

“Sellable condition” means that that the merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold (in the case of shoes that the soles are not scratched and dirty); and that the merchandise is not damaged in any way.

The decision as to whether the merchandise is in Sellable Condition remains within Orvanna’s sole discretion and its decision shall be final.

If Orvanna receives a return that cannot be accepted, the customer has the option either to collect the merchandise from one of our stores or have the merchandise re-shipped to the customer at his/her sole cost.

7.5 Return of Defective Merchandise

Customers should contact kapok in regards of any Defective Merchandise immediately by emailing the Customer Care team at Customers are entitled to return merchandise delivered to you in the event that they are defective or otherwise not in conformity with your order when you received them. In some cases we request proof (photographs) of the flaw/defect, before an inspection takes place.

In the event your claim is justified, the purchase price and the delivery costs will be refunded.

7.6 Refunds

Refunds will be made for the original purchase amount on presentation of the original invoice within 14 days of receiving the merchandise. Except for refunds for Defective merchandise (see above Return of Defective Merchandise), all refunds will be made in the form of a cash coupon, which is subject to applicable terms and conditions (see below Cash coupon). Credit card or Paypal refunds are not available.

Initial shipping, taxes and duties will not be refunded unless the merchandise is defective in which case a full refund will be made subject to inspection and compliance with the policy under “Return of Defective Merchandise”. No credit may be issued on credit i.e. merchandise purchased with a cash coupon will not be refunded or exchanged.

No refunds on sales/discounted merchandise.

8.0 Product Description and Colours

We will endeavour to ensure that the content and the product descriptions on are as accurate and complete as possible. We however do not warrant that “content” and product descriptions are accurate, complete, current or error free.

We have made every effort to display as accurately as possible the colours of our products that appear on However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.

9.0 Liability

Views expressed in any media by companies or third parties, whose products are sold on or with whom we are associated, are their own. Orvanna takes no responsibility for any such views as they do not necessarily reflect ours.

Orvanna does not guarantee that the use of and services will be error-free or that the site or the servers that make it available are free of viruses or other harmful components. We recommend all users of the Site to ensure they have up-to-date software, including anti-virus, installed.

Some events may happen beyond our reasonable control, such as adverse weather. Under such conditions, we will always do our best to aim at maintaining its services but will not be responsible for failing to meet any obligations in this TOS.

10.0 Intellectual Property Rights consists of software and “material” (Which is defined as, or includes, images, video, text formats, styles of presentation, software (including HTML code) are the intellectual property of Orvanna and are protected by intellectual property and copyright laws and international treaty provisions. is for your personal and non-commercial use only. Any non-personal and/or commercial use of the material is only permitted when expressly authorised by Orvanna and/or its third party licensors. You may not distribute, reproduce, publish, sell or license any material contained within the site without prior consent or authorization of Orvanna. Any such unauthorized actions may result in civil consequences or criminal penalties. Orvanna reserves the right to withdraw or amend any item of the Services without notice. We will not be liable if for any reason the Site is unavailable at any time and for any period.

11.0 Trademarks

“Orvanna” and the Orvanna tree logo are registered trademarks Orvanna trademarks may not be used in connection with any product or service that is not Orvanna’s, in any manner that is likely to cause confusion among customer or in any manner that disparages or discredits Orvanna. You agree not to use Orvanna anywhere without our prior written consent.

12.0 No Waiver

If you breach the Terms of Service (TOS) and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the TOS

13.0 Privacy Policy

We respect the privacy rights of our online visitors and recognise the importance of protecting your personal information. We have adopted a corporate wide Privacy Policy that guides how we collect, store, and use the information that you provide us with.

The following information is provided by Orvanna to enable you to be fully informed of our Privacy Policies. By visiting, you are accepting and consenting to the practices described in this Privacy Policy and the Terms and Conditions.

Orvanna collects personal information in several ways when you place an order or register for a service offered by Orvanna. By registering, you are consenting to the collection of your personal data. If an order is placed with us, we need to hold personal information including your name, email address, phone numbers, home address, shipping and credit/debitcard billing address(es) so that we can process and fulfill your order. Saved card details will never be shared with third parties and will only be used to process your order, using our Payment Service Provider’s systems”.

We may also obtain information as a result of authentication or identity checks. Sometimes we may ask for your telephone number. This number may be given to our courier for delivery services. These details allow us to process your order and to let you know the status of your order.

We may also use your personal information to send you marketing updates but only ever in accordance with your preferences. We do not sell your details to third party marketing companies.

14.0 Contact Information

If you have any questions, concerns or notices of violations to these terms and conditions, please contact us by sending an email to

15.0 Governing Law Jurisdiction

The TOS, together with all out policies and procedures, are governed by and construed I accordance with Hong Kong SAR law. The relevant courts of Hong Kong SAR will have exclusive jurisdiction in the event or any dispute or claim associated with these TOS.