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FAQ

CLIENT SERVICE

Welcome to ORSQ

For enquiries or assistance please do not hesitate to contact us – support@orsq.store

We will take 2-5 business days to reply , excluding weekends.

You can also use this area to consult the FAQ’s Follow your order and Track your order.

EMAIL

We strive to reply to you within 48- 72 hours
during business days.

Email Us

Brand Profile

ORSQ Office

We're based in Singapore & P.R.C & Hong Kong. We have our main administrative office which is also has the production facility in P.R.C.

For more about our brand, click here!

Physical Location

Our first office is situated in P.R.C. We will be looking to expand our first official showroom in Singapore. Currently, we have a partnered office in Hong Kong, you can book an appointment to try on selected styles here.

Products Designed

100% by our in-house atelier, Team ORSQ.

Collections Launch

We’re always working on something new for you – follow us on Instagram (@ORSQ) for all the latest updates and release announcements!

CONTACT US

ORSQ’s customer care service

Our ambassadors will provide you with a personalized welcome and will be delighted to accompany you as you discover the Universe of ORSQ and its products.

Email Address

To contact our online customer service by email, click on “Email Us”, then provide the details of your request and your contact details

Email Us
For more

Sales - Sales@orsq.store

SUPPORT - Support@orsq.store

PRESS - Press@orsq.store

ORDER

ORDERING VIA ORSQ OFFICIAL

How Do I Place An Order On ORSQ-official.com?

To place an order simply follow these steps: Read More

  1. Browse. Browse through our product categories and view more details on each product page.
  2. Select. Select your size and color (if the option is available) and add your chosen item to your shopping bag by clicking on the ‘BUY’ button.
  3. Review before purchasing. Review the items you have selected by clicking on your shopping bag displayed as ‘BAG’ at the top of any page. To delete an item from your shopping bag, click on the ‘DELETE' next to the item.
  4. Purchase. Finalize your purchase by clicking on ‘CHECKOUT’ and following the instructions for providing your shipping address and payment information.
ORDER

ORSQ is committed to developing its production in the most progressive, sensitive and sustainable ways.Read More

Ordering helps ensure that production corresponds more directly to demand ultimately establishing a positive commercial model for all.

Your payment will be processed immediately after purchased.

Your order is expected to ship between 35 – 55 days from date of order.

Orders will take 3-7 business days to process and you will receive an email containing your tracking code once your package is ready from our distribution office.

If the order contains more than one product, shipment will be made once all the footwears are ready.

MADE TO ORDER

Made to Order footwear are final sales ( Customized Footwear ), no returns available.

Please measure your feet for extra sizing clarity and speak to our development officer with your designs.

In case you have any questions about stock availability, please send an e-mail to support@orsq.store before purchasing ORSQ footwear.

For further information, please check the terms and conditions in the Legal Notice

SURGE IN ORDERS

In case of a surge in orders, it can take up to 2–3 months. Read More

Once you’ve completed your purchase, we will send you an email with the confirmation and estimated timings. We will do our best to get it to you, please be patient with us.

Each and every pair is only made by only 2-4 of our in-house skilled craftsman, aside from the other departments.

ARCHIVE ORDER

Special* : Buying an “Archive” footwear ( Less than perfect but still original ) Read More

Our footwear are prepared and shipped from our direct Singapore / P.R.C Fujian office.

Orders will be shipped 30 - 55 working days after completing your purchase.

You will receive an email confirming your order and estimated timings.

CHANGE OF ORDER

CAN I CHANGE MY ORDER AND ADD OTHER PRODUCTS OR REMOVE THEM? Read More

IF YOU WISH TO ADD OR REMOVE ITEMS FROM YOUR ORDER, WE WILL NEED TO CANCEL THE EXISTING ORDER AND PLACE A NEW ONE. ONCE THE ORDER REACHED THE DEVELOPMENT CENTRE IT MAY NOT BE POSSIBLE TO COMPLETE THE REQUEST, HOWEVER PLEASE CONTACT US FOR ASSISTANCE AND WE WILL DO OUR BEST TO HELP.

ORDER CANCELLATION

If you wish to change your order after it has been placed, please contact ORSQ Customer Service – support@orsq.store. We make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing. Once the order information has been sent for processing, changes are no longer possible.

PRODUCT NOT FEATURED ON SITE

Some of our footwear collections are collaboration / customized pieces - made in limited quantities, to order, please send us an email with your request and we will check on the availability. An alternative payment ( off-site will be required ) Details will be provided to your email.

Follow us on Instagram ( @ORSQ ) for all the latest updates, so you can get them as soon as they’re pre-released!

CHANGE OF DELIVERY ADDRESS

At ORSQ we make every effort to ensure that orders placed with our online store are processed as soon as possible. Read More

So, as soon as an order is placed and authorized, the order information is sent to our fulfilment department for processing. Once the order information is sent for processing, changes are no longer possible. However please contact – support@orsq.store

( Titled : CHANGE OF ADDRESS. With the description of the order, and include your full contact details. )

COMBINE ORDERS

We cannot add a product to an order or combine two orders in the same delivery after the order has been placed on our website. If you would like to add an item to your order, simply place a new order for the item.

Can I Still Order an Item from a Past Season?

Only product models and styles from the current online catalogue are available for purchase. Products and models from previous seasons are generally not available. Read More

Cookies :

ORDERING ON ORSQ-OFFICIAL.COM
TO MAKE PURCHASES ON ORSQ-OFFICIAL.COM WE INVITE YOU TO REGISTER FIRST.

ITEM SEARCH
TO EASILY BROWSE OUR CATALOG, DISCOVER OUR SELECTIONS ON THE HOME PAGE.

PRODUCT INFORMATION
ON EACH PRODUCT PAGE, YOU WILL FIND ALL AVAILABLE SIZES AND COLORS, A DESCRIPTION AND THE COMPOSITION OF THE ITEM. CLICK ON THE PRODUCT IMAGE TO ZOOM IN AND SEE ALL OF THE DETAILS.

SHIPPING & TRACKING

DELIVERY Worldwide Shipping.

Standard Delivery fee will be added to checkout for all products. Custom taxes not included. Read More

International orders are shipped via SF EXPRESS / DHL / EMS Courier

Once orders are processed during (30- 55 days) period, prior to shipping we will send you an email for confirmation of your contact information and address, in case there is an update.

Country Delivery Time ( Business Days )

  • United stated & United Kingdom 7 – 15 days
  • Canada & Australia 7 – 15 days
  • Asia 4 – 10 days
  • Rest of the world 7 – 21 days

We are not responsible for items not received due to incorrect or incomplete shipping address provided. If your package gets lost in transit, we will do everything we can to assist you. However, we are not responsible for packages once proof of delivery is generated.

Note : Due to the current COVID-19 Pandemic, our couriers may experience delays in shipping and updating of information due to the restriction of shipping line. Important medical supplies such as masks and medical equipment are being prioritized for shipment during this period. Please allow additional 1-2 weeks for your order to be delivered after it’s processed for shipment. Please be assured that we will monitor all orders until it reaches you smoothly. We thank you for your understanding during this difficult time.

Last updated : February 1st 2021

Delivery Times

Orders are shipped via UPS, DHL, FedEx, or your local courier depending on your shipping address provided. Read More

Orders are Processed and dispatched from our warehouse within 3 business days. In peak periods, please allow for up to 5 business days for dispatch.

All orders are shipped from US, Australia, Shanghai, or Singapore depending on the proximity of your shipping address and our availability. This allows us to get your items out to you faster

Country Delivery Time (Business Days)
United States & United Kingdom 5 - 8
Canada & Australia 7 - 12
Asia 6 - 10
Rest of the world 7 - 18

We are not responsible for items not received due to incorrect or incomplete shipping address provided. If your package gets Lost in transit, we will do everything we can to assist you. However, we are responsible for packages once proof of delivery is generated.

Note: Due to the current COVID-19 pandemic, our couriers may experience delays in shipping and updating of information due To the restriction of shipping lines. Important medical supplies such as masks and medical equipment are being prioritized for shipment during this period. Please allow additional 1-2 weeks for your order to be delivered after it has been processed. Please be assured that we will monitor all orders until it reaches you smoothly. We that you for your understanding during this difficult time.

WHERE DO YOU SHIP TO?

We offer worldwide shipping. If you're unsure about your country, please send us an email at support@orsq.store

Where are ORSQ products shipped from?

All ORSQ orders are dispatch from our production warehouse / office – in P.R.C / Singapore depending on the proximity of your shipping address and our availability. This allows us to get your purchased goods out to you faster.

How much does shipping cost?

International orders are charged at a flat rate of $45.00. All charges are in USD.

Can I cancel my order?

Once your order has been received, we cannot guarantee any changes to your order before despatch however please promptly email our customer service team to request a cancellation or amendment to your order.

Can I return an item I bought on sale?

All Sale items on ORSQ Official are final. We are sorry that we do not accept refund / return.

What if my order is sold out?

ORSQ products are made-on-demand, except selective collaboration pieces. For more – Please check with our customer officer – Support@orsq.store

Will I have to pay additional taxes and duties?

All orders which are despatched to a customer international will liable for additional import duties, customs and taxes, these will be due at the point of, or after delivery. Please be aware that ORSQ does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country.

WILL I BE CHARGED DUTIES AND TAXES?

All international orders are shipped delivery duties unpaid (DDU). Customs and duties are not included in the item prices or shipping cost at checkout. The customer is responsible for all customs, duties, and fees upon delivery. Unfortunately we are unable to calculate these charges before your order is placed. Please contact your local customs office for assistance on estimating custom costs.

ORDER TRACKING

IF YOU ARE UNABLE TO TRACK YOUR PACKAGE

It takes time for your parcel to be sorted and scanned by the carrier. Your tracking information may show as a 'label created' status and it may take the carrier 24 hours to update tracking information online. Read More

As long as you received a shipping confirmation with your tracking number, this means that your package has been dispatched and is on its way to you! International orders need to go through customs so be sure to give it some time if you're not seeing any movement.

Once your order is shipped, you will receive a shipping confirmation email that includes your tracking number. It can take up to 24 hours to show any kind of an update on the tracking link.

WHY IS MY ORDER DELAYED?

Please double check the shipping option you selected. If you received a shipping confirmation email, your order has been dispatched and is with the carrier. Carrier delays may occur due to weather or other issues that may be out of our control.

Go to Order Tracking Page

RETURN POLICY

We assure that all our products go through multiple levels of quality inspections before it gets shipped out.

FAULTY PRODUCTS

We're incredibly sorry you received a defective item. Please give us a chance to fix this -

We will replace or refund it within 30 – 80 business days, with the following conditions : Read More

  • You must request a replacement or refund by sending an email to support@orsq.store within 7 days of accepting the delivery of the product.
  • Email title : REPLACMENT ( Customer Name and Footwear Style / Size ) / Order Number.
  • Clearly state in your email : Your full name used for the order, name of item(s), clear close up video(s) of the issue and description of the issue.
  • We do not accept replacements/refunds, except for order issues.
  • Manufacturing faults DO NOT include : Damaged packaging, marked, dented or deemed “ defected “, or general wear and tear.
  • To be eligible for a replacement/refunds, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your replacement /refund.

Unfortunately, we will not be able to cancel or amend orders after payment has been made. However, if you wish to make amendments to your order, please send us an email at support@orsq.store and we will assist in checking on whether we are able to provide you with the assistance you require.

If you are approved, your replacement/refund will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment within 30 – 80 business days.

We reserve the right to deny unreasonable replacement, refunds and exchange.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Read More

If you are approved, then your refund for the cost of your shoes will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 – 80 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Read More

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@orsq.store with your details.

Returns

Our Returns policy lasts 14 days. If 14 days have gone by since your order was delivered, unfortunately we cannot offer you a refund or exchange unless a product is faulty.

PURCHASES DURING SALE EVENTS / ARCHIVE

All orders are final and items cannot be returned for a refund. Any items purchased with a discount of 50% or higher are final sales and cannot be returned for exchange or refund.

CARE OF PRODUCTS

INTRODUCTION TO PRODUCT CARE

ORSQ creations are designed and produced in-house in P.R.C by ORSQ Team. They are the result of in-depth research that ensures the utmost quality. Read More

The leather and all the materials used are carefully selected and expert craftsmen carry out the work by hand. Any imperfections, creasing, shading, or irregularities in the leather are to be regarded as natural features of the product. The following recommendations are general guidelines for maintaining the longevity and durability of the footwear. ORSQ declines any responsibility for the instructions stated herein, each customer shall be held individually responsible. The experts in our customer care center are always available to offer support (Customer Service Support@orsq.store). To request assistance with return or maintenance, please be sure to have the original proof of purchase or your order number. We ask that you also provide a photograph of the product, the defect, and the bottom of the shoe.

PRESERVATION OF THE PRODUCT

We recommend preserving the product in ideal conditions. The space should be dry, clean, ventilated, and positioned away from heat sources, direct sunlight and electrically produced light. Read More

It is best to keep the footwear in the designated dust bags that come with the product. We advice against placing the product in direct contact with other leather or fabric items to ensure that the embroidery remain well protected. The instructions in this guide are useful for removing small amounts of dirt. For a thorough cleaning, we suggest contacting a specialized laundry service. ORSQ does not assume any responsibility for any damage caused.

HOW TO MAINTAIN THE SHAPE OF THE SHOES

It is only natural that the shape of the shoe changes over time. Read More

ORSQ footwear molds to the shape of the wearer's foot and may change shape further as a result of long-term and prolonged use. Leather has a natural tendency to wrinkle and crack over time. To prolong the elasticity and maintain the shape of the shoes, it is best to stuff them with tissue paper when not being worn.

CARE OF THE SOLES

The soles on ORSQ footwear are made of delicate materials. Therefore, it is normal that they wear down with use. This is not a manufacturing defect, but a completely natural process. Read More

LAMINATED OUTSOLES:The colors on the soles of the sneakers and shoes are achieved through an elaborate laminating / spray painting procedure. These laminates wear down during normal use and the consequent visibility of the sole base color is to be considered a natural characteristic of the product and not a defect. To remove a small amount of dirt, we recommend using a soft cloth dampened with water.

RUBBER OUTSOLES: To clean rubber outsoles, it is best to use a neutral degreaser and a soft cloth, being careful not to allow the cleaning product to come into contact with the upper. For a thorough cleaning, we suggest contacting a specialized laundry service.

CLEANING THE LINING

The leather used for the internal lining is natural and is not treated with chemical products. To remove a small amount of dirt, we recommend using a soft cloth dampened with water and mild soap.

CARE OF NAPPA LEATHER AND HIDE

To maintain the natural traits of the leather used for ORSQ footwear, it is not treated with chemical products. Read More

This makes it vulnerable to inclement weather. Small spots caused by rain could persist for a long time. Anomalies like this are an indication of the total natural state of the leather. We especially recommend keeping light colors out of contact with water or other liquids.To remove small amounts of dirt, we recommend using a neutral, paraben-free beeswax cream and a soft, dry cloth.

CARE OF SUEDE

Suede is one of the most delicate leathers and it may have small color variations due to rubbing or prolonged exposure to natural or artificial heat and light sources. Read More

By nature, suede is prone to irreparably losing texture and color over time. Prolonged contact with water or other liquids can also cause staining. To remove small amounts of dirt, we recommend using a soft bristle brush. If the shoe has come into direct contact with water, wait for it to dry then proceed with cleaning. Refrain from using leather-specific products. ORSQ does not assume any responsibility for any damage caused.

CARE OF PATENT LEATHER

Patent leather is achieved through complex dyeing techniques. Read More

To prevent transferring color, we advice against putting the footwear in any type of plastic sack. Also, it is best to keep the footwear out of direct contact with other materials for extended periods of time. Position it far away from heat sources and substances that contain alcohol or its derivatives. To remove a small amount of dirt, we recommend using a soft cloth dampened with water and mild soap. Refrain from using cleaning products made specifically for leather. ORSQ does not assume any responsibility for any damage caused.

CARE OF LACE

Lace is an extremely delicate material that undergoes an elaborate manufacturing process. Read More

We advice against even light contact with sharp or rough objects that can cause tearing or small rips in the fabric. It is also important to refrain from contact with liquids and rain, and from prolonged exposure to heat sources and natural or artificial light in order to prevent staining. Refrain from using cleaning products made specifically for leather. ORSQ does not assume any responsibility for any damage caused.

CARE OF COTTON AND CANVAS

The fabrics used in the ORSQ collections are made with cutting and stitching techniques, Read More

which is why they run the risk of fraying if rubbed or scratched. It is also important to refrain from contact with liquids and rain, and from prolonged exposure to heat sources and natural or artificial light in order to prevent staining. To remove a small amount of dirt, we recommend using a soft cloth dampened with water and mild soap. Refrain from using cleaning products made specifically for leather. ORSQ does not assume any responsibility for any damage caused.

CARE OF SHOOTING PATENT LEATHER

Shooting patent leather is an extremely delicate material. Read More

The manufacturing process itself can cause minor imperfections that are to be considered a unique characteristic of this material. We advice against putting the product in contact with blunt objects and repeated rubbing against fabric. Refrain from using cleaning products made specifically for leather. ORSQ does not assume any responsibility for any damage caused.

CARE OF TPU / RUBBER

The TPU / rubber used for the soles on ORSQ footwear is all natural. Read More

For this reason, prolonged exposure to heat sources and light may change the original color. To remove a small amount of dirt, we recommend using a soft cloth dampened with water and mild soap. Refrain from using cleaning products made specifically for leather. ORSQ does not assume any responsibility for any damage caused.

SIZE GUIDE

All ORSQ products originate in French sizes, which means UK size for UK, French size for France and Italian size for all other countries of the European Union. Just select your normal local size while shopping.

Different products may fit differently depending on the style.

If you are interested in knowing the size conversion, for your convenience we have provided a size guide for our shoes.

Size Guide

PRODUCT PAGE

Details of the products

Details include the available sizes and colors, and elaborate description and the composition of the item

Adding products to your shopping bag

To add a product to the shopping bag, select the size and color of the product of interest and click on + SIGN in GREEN. If only one size and/or color is available. It is not necessary to indicate the selection.

Subsequently, customers could either proceed to checkout browsing the site.

Note: Product placement into the shopping bag is not equivalent to product reservation

PAYMENT

Payment Information

What Payment Types Does ORSQ Accept?

We accept payments by Credit Card, VISA, Master Card, American Express.

Is It Safe To Use My Credit Card?

The security of your payment details is a top priority for us. Read More

To ensure that your shopping experience is safe, simple and secure, ORSQ uses Secure Socket Layer (SSL) technology provided by Verisign to protect the data you send us over the internet. All credit card transactions on this site are processed using a secure online payment gateway which encrypts your card details in a secure host environment.

If you have any further questions regarding the use of your credit card, please contact ORSQ customer service sending and email to Support@orsq.store Our customer service teams are available to assist you within 48-72 hours of business day, excluding local holidays.

Is Saving My Card Secure?

Is Saving My Card Secure? Read More

If you have created a personal account by registering on the store. Selecting this option allows you to check out more quickly the next time you place an order with us. Our site features state-of-the-art security systems to encrypt and manage your payment details.

If you prefer not to save your payment details in ‘my account’, you can delete all stored payment details at any time, directly in the “Payment Info” page.

Please see our Privacy Policy for further information.

Is My Personal Information Kept Private?

At ORSQ all the information you provide to us is kept private and confidential and is used only for purposes that you approve. Please see our Privacy Policy for further information.

When Will I Be Charged For My Purchase?

Your credit card account will be charged when your order is shipped. Read More

You will get a shipping confirmation email as soon as the order is shipped and you were debited for the order. Prior to shipping your order, the amount authorised for the purchase will be reserved on your credit card account.

Why did my payment fail and what should I do?

There're a few possible reasons why your payment was unsuccessful: Read More

  • Your connection may have dropped during checkout
  • Your card may have been rejected (Our number 1 tip to ensure a smooth checkout experience is making sure your Internet connection is stable and strong before proceeding to pay!)

If you're still having trouble placing an order after multiple attempts, please contact us here with a screenshot of the error and we'll sort it out for you.

Not sure if your payment was successful? Don't worry, you can check your order history page here!

I cannot proceed to pay for my order, what do I do?

We're here to help! Please take a screenshot of the error message (if any) and drop us a message to Support@orsq.store

MY ACCOUNT

ORDER WITHORSQ ONLINE ACCOUNT

You can place an order without registering. When you check out simply choose to make your purchase as a ‘guest’. Read More

There are advantages to registering at the ORSQ online store, so we do recommend you take a minute to register.

For future purchases you can check out without having to re-enter your payment information and address information; you can save items to your wishlist, track your orders directly form ‘my account’, review your order history and make changes to or organize your personal details.

CHANGE OF ACCOUNT DETAILS

You can changes your account details in ‘My Account’ on the ORSQ online store Read More

Simply sign into your account using your email address and password. Click 'Account Details' and update. Please remember to ‘save’ your changes.

FORGOTTEN PASSWORDS

If you have forgotten or lost your password, you will need to create a new one. Read More

To create a new password, click Sign In on the top of each page, and hit there the link that says forgot your password?

You will be asked to enter the email address linked to your account. We will send you an email with a link to a page page where you can create a new password.

In case you no longer have access to the email address used for your ORSQ Account, please contact our customer service for assistance.

TECHNICAL

TECHNICAL HELP
OUR WEBSITE IS BEST VIEWED WITH THE LATEST VERSIONS OF THE MAJOR BROWSERS. MAKE SURE THAT YOU HAVE INSTALLED THE MOST UPDATED VERSIONS OF THE BROWSERS THAT YOU MOST FREQUENTLY USE. Read More

IF YOU EXPERIENCE NAVIGATION PROBLEMS, WE SUGGEST THAT YOU:

  • ELIMINATE ANY COOKIES AND TEMPORARY FILES FROM YOUR COMPUTER
  • VERIFY THAT JAVASCRIPT IS ENABLED.

IF THE PROBLEM PERSISTS, PLEASE CONTACT US WITH THE FOLLOWING DETAILS:

  • YOUR OPERATING SYSTEM (WINDOWS VISTA, MAC OS X, ETC.)
  • INTERNET BROWSER AND VERSION (CHROME, INTERNET EXPLORER 11, SAFARI, FIREFOX, ETC.)
  • THE URL THAT YOU WERE TRYING TO ACCESS (FOR EXAMPLE, HTTPS://ORSQ-OFFICIAL.COM)

If you're experiencing any trouble with our website, please try and switch devices and/or browsers first. For help : Send us an email at support@orsq.store with a picture of the error page.

LOGIN FAILURE

If you can't log into your account using the details you used to create your account, Read More

you may not have been successful in creating it originally or you might be entering an incorrect password. You can try to create an account again to register your details or reset your password. For help, send an email to support@orsq.store