FAQ




Which methods of payment are accepted on the Orb website?

The Orb website accepts payment by MasterCard, Visa, American Express, Maestro cards and PayPal.

Will I receive confirmation of my order?

Yes confirmation of your order will be sent to your email address on completion of the order. If you don't receive confirmation, please check your spam folders first and if you still haven't received this contact Orb via their contact form.

What is the last date I can order to guarantee delivery before Christmas?

2nd class – orders would require to be placed before 12 noon on 18th December

1st class – orders would require to be placed before 12 noon on 20th December

Can I cancel my order after I've placed it?

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order if it has not been picked for despatch. Orb require written confirmation of the cancellation directly from you, so please contact them quoting your order number as soon as possible. If your order has already been picked for despatch the order cannot be cancelled.

What should I do if my order hasn't been delivered yet?

If your order hasn't been delivered yet by the expected delivery date, please contact Orb via the contact form who will be able to advise if your order has been despatched and when you are likely to receive this.

I've received a faulty item, what should I do?

If you believe an item to be faulty you may be entitled to a replacement or full refund providing that:

  • You contact Orb within 7 days of receiving your order
  • If requested, an image is sent of the fault or the item is returned to Orb (initially at your cost) within 30 days of receiving your request to return the faulty item.
  • Return postage costs will be reimbursed to the equivalent Royal Mail 2nd class charges, however orders over £100 we would also recommend a tracked service.

If Orb can confirm that there was a fault present when they originally despatched the item you will be entitled to whichever they see fit - either a replacement or full refund, including postage charges via your original payment method.

I've received an incorrect item in my order, what do I do?

We're really sorry if you've received the wrong product. You may return unwanted goods up to 28 days after delivery. Please advise Orb that you wish to make a return within 14 days of delivery and then you have another 14 days to post back the goods to them.

How to a return an item to receive a refund?

Please notify Orb that you wish to make a return using the contact form. Please include the following information:

  • Your name
  • order number
  • email address
  • item(s) to return
  • reason for return

Then, please wrap items securely and label clearly with your order number on the outside of the packaging. Please return to:

Orb Group

The Orion Building

1 Broomloan Place

Ibrox Business Park

Glasgow

G51 2JR

The customer is responsible for returning the item to Orb, please make sure you take adequate steps to ensure the security of the contents during transit back. We cannot be held responsible for exchange or refund if reasonable steps are not taken.