Shipping and returns for customers in the European Union.
Shipping
Where we ship
All 27 European Union member states, including Italy. Orders are shipped from within the EU — no customs charges, no extra fees at delivery.
Tracking
Every order is tracked. You receive your tracking number by email when the parcel leaves our warehouse.
Rates
- Free standard shipping across the European Union
- Express shipping calculated at checkout
Prices shown include VAT. No additional charges at delivery.
Processing time
Orders are dispatched within 2 business days of payment confirmation. During peak periods up to 5 business days.
Estimated delivery
- Italy (Standard): 3–7 business days
- Italy (Express): 1–3 business days
- Other EU countries: 4–10 business days
Times are estimates from dispatch and may vary by location.
Address accuracy
You are responsible for entering correct and complete delivery details. Oralua is not liable for delays or non-delivery caused by incorrect or incomplete addresses. Re-ship after return is at your cost.
Delays and risk of loss
We are not liable for delays caused by carriers, weather, or other factors outside our control. Risk of loss passes once the parcel is handed to the carrier. If lost in transit, contact us within 30 days of dispatch — we will open an investigation and replace or refund at our discretion if loss is confirmed.
Returns and right of withdrawal
14-day right of withdrawal (no reason needed)
Under Article 9 of EU Directive 2011/83/EU (transposed in Italy as Codice del Consumo, artt. 52–58 D.Lgs. 206/2005), you have 14 days from the day you receive your order to withdraw from the contract, without giving any reason.
To exercise your right of withdrawal:
- Email info@oralua.com.au with your order number and a clear statement that you wish to withdraw
- Return the item to the address we provide, within 14 days of notifying us
- The item must be unused, in original condition, with original packaging and tags attached
- We refund the full purchase price including the standard shipping you originally paid, within 14 days of receiving your withdrawal notice, via the same payment method
Return shipping cost is at your expense. We recommend a tracked service.
2-year statutory conformity guarantee
Under EU Directive 2019/771, products must conform to the contract for 24 months from delivery. If a product is faulty, not as described, or otherwise non-conforming, you are entitled to repair, replacement, price reduction, or refund at no cost. Contact info@oralua.com.au within a reasonable time after discovering the defect.
Online dispute resolution
If a dispute cannot be resolved amicably, EU consumers may use the European Commission's ODR platform: https://ec.europa.eu/consumers/odr
Exclusions from the right of withdrawal
- Earrings and pierced jewellery, for hygiene, except where faulty or non-conforming
- Gift cards
- Personalised or made-to-order items, except where defective
- Items damaged by misuse after delivery
These exclusions do not affect your statutory rights for defective goods.
Faulty items
If your item arrives damaged or develops a fault within the statutory guarantee period, email info@oralua.com.au with order number, photos, and a description. We assess and offer repair, replacement, or refund at no cost.
Model withdrawal form
To: Oralua, info@oralua.com.au
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: ______________
Ordered on / received on: ______________
Name of consumer: ______________
Address of consumer: ______________
Date: ______________
