Frequently Asked Questions

Who operates Ordalya?

Ordalya is an online retail brand operated by Creative House, a company registered in Morocco.

Where is the company registered?

Ordalya is operated by Creative House. The registered address is Bd Oued Oum Rabie, GH 25B, imm. n° 35 - Al Firdaousse, 20200 Casablanca, Morocco.

What does Ordalya sell?

Ordalya offers practical home organization, storage, kitchen organization, bathroom storage, makeup organizers, small space storage, lifestyle, and everyday-use products.

Is Ordalya a physical retail store?

Ordalya operates as an online retail store. Orders are placed online through the website and fulfilled according to product availability, destination, and logistics conditions.

How do I place an order?

Choose a product, select the available options if required, add it to your cart, review your order details, enter your shipping information, and complete payment through the secure checkout.

When is my order confirmed?

Your order is confirmed after payment is successfully authorized or completed. You may receive an order confirmation by email after placing your order.

Is checkout secure?

Payments are processed through secure third-party payment providers. Ordalya does not store full payment card details on its own servers.

Can my order be cancelled?

Cancellation may be possible only if the order has not yet been processed, prepared, fulfilled, or shipped. Please contact us as soon as possible at contact@ordalya.com with your order number.

What should I do if my payment failed?

If your payment failed, please check your payment method, billing details, and available balance. If the issue continues, contact your payment provider or reach us at contact@ordalya.com with the email address used during checkout.

Which countries do you ship to?

Ordalya currently supports shipping to selected countries, including the United States, Canada, the United Arab Emirates, and Saudi Arabia.

Is standard shipping free?

Yes. Ordalya currently offers free standard shipping on eligible orders to supported shipping destinations.

How long does order processing take?

Orders are typically processed within 1 to 3 business days after payment confirmation.

How long does delivery take?

Estimated delivery times vary by destination. United States: 8 to 18 business days. Canada: 9 to 23 business days. United Arab Emirates: 8 to 18 business days. Saudi Arabia: 9 to 23 business days. Delivery may vary due to customs, carriers, local holidays, weather, and logistics conditions.

Can an order be shipped in multiple packages?

Yes. If an order contains multiple items, products may be shipped separately depending on stock availability, warehouse location, supplier location, or logistics requirements.

Do you use partner warehouses?

Yes. Orders may be fulfilled through trusted partner warehouses depending on product availability, delivery destination, stock location, and logistics conditions.

Will I receive tracking information?

When tracking is available, a tracking number will be sent after your order has been shipped. Tracking updates may take a few days to appear after shipment.

Do you accept returns?

Yes. Eligible items may be returned within 30 days after delivery, provided they are new, unused, complete, and returned according to our return instructions.

How do I request a return?

Before sending any item back, contact us at contact@ordalya.com with your order number and the reason for your return request. Do not send products back before receiving return instructions.

Who pays return shipping costs?

For standard returns where no product issue is confirmed, return shipping costs are the customer’s responsibility. If an item is confirmed to be defective, damaged, incorrect, or significantly different from the description, we may offer a suitable solution depending on the case.

How long does a refund take?

Once the returned item has been received and inspected, approved refunds are processed within 5 business days using the original payment method. Your bank or payment provider may need additional time to show the refund.

What if I received a damaged or incorrect item?

Contact us as soon as possible after delivery with your order number, a description of the issue, and clear photos or videos showing the product, packaging, shipping label, and problem.

Are all products eligible for return?

Some products may not be eligible for return depending on their condition, use, hygiene status, missing parts, packaging condition, or legal restrictions. Please review the Returns & Refunds page before requesting a return.

Can product photos look slightly different from the received item?

Slight differences may exist between product photos and the final product received, including color, size perception, packaging, or minor visual details, depending on lighting, screen settings, production batches, supplier updates, or product availability.

Can product availability change?

Yes. Product availability, variants, prices, descriptions, images, and shipping details may be updated when necessary.

How should I choose the right product?

Read the product title, description, photos, available variants, dimensions when provided, shipping information, and customer information before ordering. If you have a question, contact us before placing your order.

Are product reviews verified?

Only reviews linked to confirmed Ordalya purchases are displayed publicly on product pages. Imported, demo, or non-verified reviews are intentionally excluded from public review sections.

Do I need an account to contact you?

No. You can contact us directly by email at contact@ordalya.com. If you have a customer account, you may also use the ticket system when available.

What information should I include when contacting you?

Please include your order number, the email address used for the order, a clear explanation of your request, and photos or videos if your request concerns a damaged, defective, or incorrect item.

How can I contact Ordalya?

You can contact Ordalya by email at contact@ordalya.com. Please include your order number when your request concerns a purchase.

Where can I read the main customer policies?

You can review the Shipping Policy, Returns & Refunds, Terms of Service, Privacy Policy, and Legal Notice pages from the website footer or from the helpful links section of this FAQ.