Help Center

We currently ship to the United States and the following European countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, the United Kingdom, Norway, and Switzerland.

We are continuously expanding the list of countries and regions we support, so please stay tuned for updates.
If your country is not listed above but you would still like to purchase our products, please feel free to contact us by email. We will be happy to confirm shipping availability, shipping costs, and estimated delivery time for your destination.

Import duties, VAT, customs fees, and any other applicable charges for international orders are the responsibility of the buyer.

Contact email: support@orienteaco.com

This usually occurs due to an undeliverable address or unclaimed parcel. Contact us to confirm your address — we can reship (additional shipping may apply) or issue a refund. For returned custom items, reshipment depends on artisan availability.

We recommend checking your doorstep, parcel locker, or with a neighbor, then waiting 24 hours. If you still have not received your order, please contact us.

For in-stock orders, contact us within 2 hours of placing your order. For custom orders, changes can be made before dispatch. Once an order has shipped, addresses cannot be changed.

Tracking numbers take 24–48 hours to activate after dispatch. If there are no updates after 48 hours, please contact us with your order number.

In-stock items are typically dispatched within 1–2 business days. Once shipped, domestic delivery usually takes 3–7 business days. You will receive a shipping confirmation with your tracking number.

Custom items are handcrafted specifically for your order. Production typically takes 7–20 business days (see product page). We dispatch within 1–2 business days of completion and notify you. If you have a deadline, please contact us before ordering so we can check feasibility with the artisan.

To help us resolve your issue quickly, please provide:
• Order number
• Account phone number or email
• Description of the issue
• Clear photos if related to a damaged or incorrect item

mail: support@orienteaco.com
Hours: Monday–Saturday 9:00 AM – 6:00 PM (excluding public holidays)
Normal response time: 1–3 business days; longer during holidays and sales.

We issue electronic VAT invoices. Please note your invoice details (company name and tax ID) in your order remarks or contact us after receipt. We will email the invoice within 3 business days. VAT special invoices for enterprises are available — please contact us.

Orders may be cancelled due to inventory changes, payment verification issues, or abnormal order detection. You will be notified and a full refund will be issued to your original payment method.

Items cannot be added to a placed order. Please place a new order for any additional items (contact us about combining shipping).

Please check your SMS block list and email spam folder. You can also log into your account to view order history. If you still can't find it, contact us with the phone number or email used at checkout.

For in-stock orders, please contact us before dispatch. Custom orders cannot be cancelled once production has begun. Once an order has shipped, cancellation is not possible.

We offer bulk corporate customization including logo engraving/embroidery, custom gift box design, co-branded packaging, and VAT invoices. Email us with product type, quantity, and timeline — we respond within 2 business days. We recommend booking at least 30 days in advance.

Rush production may be possible for certain crafts but could affect completion quality and may incur an additional fee. Please contact us before ordering — we will confirm feasibility with the artisan.

As custom items are made specifically for you, returns based on personal preference are not accepted. If your item has a quality defect or does not match the confirmed design, we will re-make it at no charge or issue a full refund. Please review all details carefully before confirming.

Generally no changes are possible after confirmation, as production begins immediately. If urgent, please contact us within 1 hour of confirmation — we will do our best but cannot guarantee modifications.

① Place order and include customization details in remarks
② Customer service contacts you within 1 business day to confirm all details
③ Once confirmed, the artisan begins crafting (7–20 business days)
④ Quality check; photo confirmation sent if needed
⑤ Dispatch with tracking notification

Production begins immediately after confirmation. Please review all details carefully before confirming.

Items labeled "Customizable" on the product page are available for personalization. Common options include: embroidered text or motifs, lacquerware pattern design, ceramic inscriptions, bamboo weave patterns, custom sizing, and personalized gift box lettering.

We're sorry about that! Please contact us with your order number and a photo of the wrong item. We will ship the correct item at no additional cost and cover return shipping for the wrong item.

A manufacturing defect is a fault present at purchase or emerging under normal use. Normal wear refers to color changes from regular use, environmental aging, or gradual material changes. Our quality guarantee covers manufacturing defects only.

We stand behind our craftsmanship. If a manufacturing fault arises under normal use (e.g., embroidery threads loosening, lacquer cracking, bamboo weaving coming apart), please contact us with photos. This does not cover accidental damage or misuse.

Please contact us within 48 hours of receipt with: ① your order number; ② clear photos of the damage and outer packaging. We will arrange a replacement, repair, or refund at no cost to you. Do not return the item before contacting us.

We prioritize natural, traditional, and craft-appropriate materials wherever possible. Depending on the category, commonly used materials include mulberry silk thread (for Su embroidery and Xiang embroidery), copper bodies and enamel glaze (for cloisonné), natural bamboo (for bamboo weaving and bamboo carving), paper and hand-dyeing materials (for paper cutting and silk flowers), wood or natural root material (for wood carving and root carving), silk fabrics and traditional handcraft supporting materials (for silk flowers and velvet flowers), as well as natural wax, plant-based wax, or other hand-blended materials (for handmade candles).

As materials may vary from piece to piece, please refer to each product page for the full material details.

Selected limited-edition and master-level works include a Certificate of Authenticity (noted on the product page). All items include an artisan identity card as proof of origin. For additional authentication documentation, please contact us.

Care requirements vary by craft — each item includes a dedicated care instruction card. General guidelines: avoid prolonged sun exposure and high humidity, keep away from chemicals and acids, do not scrub embroidered surfaces, protect lacquerware from sudden temperature changes, and handle ceramics with care.

Our current collection includes Su embroidery, Xiang embroidery, cloisonné, bamboo weaving, paper cutting, wood carving, bamboo carving, root carving, silk flowers, velvet flowers, and handmade candles. Each category is rooted in long-standing craft traditions from different regions of China. We continue to expand our selection and work closely with more heritage artisans and contemporary craft makers.

We are always seeking heritage artisans and workshop owners. Email support@orienteaco.com with your craft category, representative work photos, and contact details. We respond within 7 business days.

If you'd like to carry our products in your store or online platform, please email us with details about your channel and expected purchase volumes. Our partnerships team will be in touch.

We welcome collaborations with creators and bloggers who share our passion for heritage preservation. Email partner@yourbrand.com with your social handles, audience profile, and collaboration ideas. We respond within 5 business days.

Please contact customer service to submit a deletion request. We process it in accordance with applicable privacy laws. Note: deletion permanently removes all reward points, order history, product code bindings, and video request records — this action cannot be undone.

Each account is eligible for one contact change over its lifetime. The new contact must not be associated with an existing account. Please contact us to submit a change request.

Click "Forgot Password" on the login page and enter your registered phone number or email. We will send a verification code or reset link. If you still cannot log in, contact us.

Visit the "Register" page on our website or mini program and enter your name, phone number or email, and password. An account lets you track orders, request making videos, manage reward points, and save delivery addresses.

We recommend ordering at least 2 weeks before your target holiday (4–6 weeks for custom items). We publish holiday order cutoff announcements on our website and social channels. Carrier delays are common during peak periods — please allow extra time.

Yes. Items purchased between November 1st and December 31st each year are eligible for returns or exchanges until January 31st of the following year. All standard return conditions still apply.

Yes, simply enter the recipient's address at checkout. No price information will be included. If you'd like the sender's details hidden as well, please note this in your order remarks.

Yes. Enter your message (up to 100 characters) in the 'Gift Message' field at checkout. We will handwrite it on a card and include it in the package. Printed custom cards are available for corporate bulk orders.

Yes. We offer handcrafted gift box packaging (included as standard for some items, optional for others). Our gift boxes use natural paper with traditional decorative techniques — they're beautiful keepsakes in their own right.

The unique product code is printed on the back of the artisan identity card included with your item (example format: HZ-EMB-2024-00123). This code is your item's unique identifier. If the code is illegible, please contact us.

We are always seeking heritage artisans and workshop owners. Email support@orienteaco.com with your craft category, representative work photos, and contact details. We will respond within 7 business days.

We value the working environment, production pace, and material practices of the artisans and workshops we work with. When selecting partners, we prioritize workshops that care about safety, respect handmade labor, and pay attention to sustainable material use. During the collaboration, we follow up through ongoing communication and, where necessary, in-person visits to better understand how these standards are maintained.

We believe that heritage preservation is not only about passing on techniques, but also about respecting the artisans and the value of their work.

All custom orders are coordinated through our platform to ensure quality and delivery standards. If you'd like to request a specific artisan, please note it in your customization remarks — we will do our best to accommodate (not guaranteed).

Yes. We have fair partnership agreements with all artisans, ensuring they receive proper compensation. A core part of our mission is creating sustainable economic support for heritage crafts so artisans can focus on preservation — not financial pressure.

If you find the item on sale through our official channel within 24 hours of placing your order, you may contact us to request a one-time price adjustment. This does not apply beyond this window or for third-party channel price differences.

Yes, both can be applied to the same order. We recommend entering the discount code first, then applying the gift card to cover the remaining balance.

Our e-gift cards are delivered via email and redeemed at checkout by entering the card code. Gift cards do not expire, cannot be refunded or exchanged for cash, and are valid only on our platform. If a code is lost, contact us with proof of purchase.

Enter your code in the "Discount Code" field at checkout. One code per order; case-sensitive. If it does not work, check: ① Code is within its valid date range; ② Cart items qualify; ③ No conflict with a sitewide sale. Contact us if still not working.

Three tiers based on lifetime spend:
• Member: $500+ lifetime spend — 1.25x points multiplier
• Heritage Guardian:$2,000+ lifetime spend — 1.5x points multiplier
• Artisan Partner: $5,000+ lifetime spend — 1.75x multiplier, exclusive artisan recommendations & priority custom slots

Tiers are non-transferable. If account contact info changes, the tier resets to reflect the new account's lifetime spend.

Log in and select "Use Points" at checkout to apply points as a discount. Points cannot be exchanged for cash. If an account has no point activity for 12 consecutive months, points will be forfeited. Any point activity resets the clock.

You earn points by: making purchases (converted from spend), registering a new account, submitting product reviews, referring a friend who completes their first purchase, and participating in brand activities. Points are credited within 24–48 hours.

Please have the original purchaser provide the order number to initiate the return. Gift refunds are issued as store credit or a gift card to the recipient to avoid disclosing the purchase price.

Items marked "Final Sale" are not eligible for return or exchange. Please review the product listing carefully before purchasing.

Once your return is received and inspected, we process the refund within 3 business days to your original payment method. Depending on your bank, an additional 3–7 business days may be needed.

No. Every handcrafted heritage piece naturally varies in pattern, color, and fine details — this is an intrinsic quality of handmade artisanship and part of its unique value, not a defect. If you find a clear manufacturing fault (loose threads, lacquer peeling, structural damage), that is a quality issue — please contact us.

Non-custom in-stock items may be returned within 7 days of receipt, provided:
• Unused, unwashed, original packaging and tags intact
• Product code not used to request a making video
• Not marked as Final Sale
Return shipping is the buyer's responsibility; quality-related returns are covered by us. Size exchanges (same style) are free.

Please contact customer service with: ① your order number; ② reason for return; ③ clear photos if related to a quality issue. Once approved, we will provide return instructions. Refunds are processed within 3 business days of receiving your return.