Our FAQ section is designed to provide assistance to customers in need of assistance. We recognize that people may have questions, and our team has put together an extensive compilation of the most commonly asked questions. If the answer to a question cannot be found in the FAQ section, we kindly ask customers to contact us and we'll be pleased to help in any way we can.

Orders and Payment

What payment options do you offer?

We accept a wide range of payment methods for our customers' convenience, including credit and debit cards, cash on delivery, bank transfers, and instalment payments. These cards include Visa, Mastercard, American Express, Discover, Diners Club, and also Sampath Vishwa, DFCC Virtual Wallet, and FriMi.


Once an item has been processed for shipment or has already been shipped out, we are unable to make any alterations to your order. However we can make changes to the desired shipping address before that point. If you require any further assistance, please email orders@orionbeauty.lk and someone from our team will be in touch with you soon.


At Orion Beauty, we are delighted to help you with any changes you need to make to your order. This includes including a gift note, changing your delivery address, adding or removing an item, or cancelling. However, we must emphasize that this must be done before the item has shipped, as the staff in our fulfillment center work quickly. If you would like to make any changes to or cancel your order, please kindly contact our team at orders@orionbeauty.lk and we will be happy to assist you.

What happens if I receive an incorrect product/order?

We pick and pack all orders with the utmost care; however, as each parcel is prepared manually, errors can occasionally occur. If you have received the wrong product or parcel, please contact Customer Services using support@orionbeauty.lk or log in to your account, click My Orders, and click the Contact Us button.

Please ensure you've included the following information:

-The email address you used to place your order.

-Your order number

-Details of the item(s) missing from your order

-A clear picture of the invoice and products received.

How do I find details of my previous orders?

Go to My Account, click on Account Dashboard or My Orders.



All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays.

Shipment method: Trans Express (cash on delivery) / Prompt Xpress (paid orders)

Estimated delivery time: Trans Express 1-4 business days / Prompt Xpress 1-3 business days

*Paid orders placed before 10:30am (local time) will be delivered in 1-2 working days. Orders placed after 10:30am will take an additional working day.

*The courier service will call you before delivery to confirm your address and delivery time. If they are unable to reach you, the delivery will be delayed.


For tracking information, please log into your account and select the “Order History” option from the menu. Alternatively, you may find the tracking information in your shipping confirmation email. If you don’t see the email, we recommend that you check your spam or junk folder.


At this moment, we only ship within the Sri Lanka.


We apologize that your order did not meet your expectations. In order to assist you further, please provide us with your order number along with a photo of the damaged item. Our customer service team will follow-up with you within the shortest delay. You may contact us at support@orionbeauty.lk and we guarantee a prompt response. Thank you for your cooperation.


We understand the frustration of receiving an incorrect item and would like to resolve this as soon as possible. In order to do so, please submit your order number along with a picture of the incorrect item to our support team via email at support@orionbeauty.lk. Our customer service representatives will be in contact as soon as they can to inform you of the next steps in this process. Thank you for your patience.

Product Returns


At Orion Beauty, we are unable to offer any refunds or exchanges unless the customer has received a product that is either damaged, faulty, or incorrect. In these cases, we will assess the claim and provide a resolution.

I received a damaged or faulty product.

If you have received a damaged or faulty item from Orion Beauty, we apologize for the inconvenience. We take great care to prevent any damages during transit, but it is possible that problems may occur.

To resolve the issue, please message us via WhatsApp at +94770755952 or email support@orionbeauty.lk within 3 days after receiving the package.

Please include a brief description of the problem as well as a photo of the impacted item. Remember to provide the order number and your name as they appear on the invoice. Then, as quickly as possible, we can arrange for a replacement or another option.

Thank you for your understanding and for being a valued customer of Orion Beauty.

(A member of our Customer Service team will contact you through email or WhatsApp within 24 hours with instructions, although responses may be delayed due to holidays.)


What should I do if I receive an incorrect item?

We understand the frustration of receiving an incorrect item after you have placed an order. We strive to ensure that our customers get exactly what they order. Unfortunately, mistakes do occur from time to time, and for that we apologize.

If you have received an incorrect item, please WhatsApp at +94770755952 or email support@orionbeauty.lk within 3 days after receiving your order with a photo of the incorrect item and invoice. Remember to mention the order number and your name according to the invoice. Then we can arrange a replacement as soon as possible.

In order for the item to be eligible for return, it must be returned to our office unopened, unused, and in its original packaging.

Thank you for your understanding and for being a valued customer of Orion Beauty.

(A member of our Customer Service team will contact you through email or WhatsApp within 24 hours with instructions, although responses may be delayed due to holidays.)


Even though I paid, one item is missing from my order.

If you haven’t received all of the products that you have ordered, we apologize for the inconvenience. Also, we will arrange a replacement or refund as soon as possible.

Please contact us via WhatsApp at +94770755952 or email support@orionbeauty.lk within 3 days of receiving your order, including photo(s) of the received items and the invoice. Remember to mention the order number and your name according to the invoice.

We have photos for each order that we have taken before packing. As soon as we receive a complaint, we will recheck it with a photo and arrange for a new product or a refund according to your instructions.

Thank you for your understanding and for being a valued customer of Orion Beauty.

(A member of our Customer Service team will contact you through email or WhatsApp within 24 hours with instructions, although responses may be delayed due to holidays.)


My skin got irritated after using the product.

If your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately.

However, we do not accept returns, exchanges, or refunds for any of our products in cases of skin reactions, including allergic reactions.

Individual skin sensitivities or allergies to an ingredient cannot be predicted by us. We have mentioned the full list of ingredients on our website for each product.

Therefore, please read and review all products' details and ingredients carefully.

We stand by the quality of the products we sell, but certain ingredients may cause irritation. Therefore, don’t make a purchase unless you’re sure about the product or ingredients.

We strongly advise customers to do research or consult with a doctor before purchasing skincare products if they’re worried about allergy reactions.

We strongly recommend a patch test before application.

We cannot guarantee that customers will not experience skin reactions, and we will not be responsible.

If you are pregnant or breastfeeding, or if you have health concerns, please consult your physician before purchasing or using products.


What can I do if the product is not working for me?

We understand that it can be disappointing when a product does not work for you as expected. Unfortunately, we are unable to return or exchange any products for this reason.

Each skincare product is not work the same for everyone.

We apologize for any inconvenience.


What should I do if I am dissatisfied with the product after trying it on?

Unfortunately, our return policy does not cover situations such as not being as expected, disliking the product, disliking the fragrance, disliking the color or not suit to my skin.

We cannot refund or exchange any skincare product not being satisfied with the product. We strongly recommend that our customers take the time to do careful research before making a purchase.


What can I do if I purchase the wrong product by mistake?

If you have purchased the wrong product by mistake, unfortunately, we cannot refund or exchange the item, so please choose carefully.


Is it possible to cancel my order after it has been shipped from the store?

We are unable to cancel orders once they have been dispatched from our store for any reason. 


Can I get a refund because my order was delayed?

We cannot cancel the orders due to delays unless it’s more than 8 business days after they've been dispatched from our store.

We aim to deliver packages within 2-4 business days within the Southern and Western Provinces, and within 3-5 business days throughout the rest of the provinces.

But sometimes these schedules can be changed due to holidays and unexpected situations.

If we can’t deliver the package within 8 business days after dispatch, the customer can ask to cancel the order and receive a refund.

Also, packages can be delayed due to incorrect delivery details and incorrect contact numbers provided by customers, and customers are not answering phones. Due to those reasons, we cannot cancel the orders. We are trying to fix errors and deliver packages at least within 14 business days after dispatch. If we are unable to arrange the package within 14 business days, the customer may cancel or receive a refund. Also, we can cancel the order and issue a refund.


If you wish to initiate a return, you can reach out to us at support@orionbeauty.lk. We will provide you with a return shipping label, as well as instructions for shipping the package. It is important to note that any packages sent to us without prior notification will not be accepted. If you have any further questions or concerns about the return process, you can always contact us at support@orionbeauty.lk.


Sorry, shipping charges are non-refundable.


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.



You can log into your existing account or create a new one right here.


To change your password, you can either use the forgotten password link or sign into My Account and go to Change Password.

I’ve requested a new password, but haven’t received an email

If you have not received the re-set password email, please check your spam/junk folder as these can sometimes be missorted in the incorrect inbox.If you have not received your password within 1 hour, please contact Customer Service for help setting up a new one.

Why do I keep getting the message ‘Your email address isn’t registered’?

If you're having difficulty signing into your account, you may have entered your email address and/or password incorrectly. If you have checked this and you still can't log in, please use the forgotten password link to regain access to your account. Please note that subscribing to our newsletter, does not automatically create a customer account.

How do I change or update my account details?

In your account, you can update your name, email address, password, or other account information.

How do I update my delivery address

To update your delivery address, go to Account then click on Delivery Address. 

How do I manage my Wishlist?

To manage your wishlist, click on 'My Account' then click on 'Wishlist'.

How do I post a product review?

If you'd like to review a product, go to the relevant product page and scroll to the 'Write a Review' box beneath the product details.If you are not logged in to your account you will be prompted to do so, then you can award a star rating and leave any feedback.

How can I delete my product review?

Reviewers can edit their reviews by going back to the review request emails they received and submitting the reviews again. They can also edit their reviews by logging in to their reviewer's profile.

Affiliate Program

How does the affiliate program work?

Please visit our affiliate page for complete information from A-Z.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at contact@orionbeauty.lk

Other inquiries? Let's chat.

Please email us at support@orionbeauty.lk

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