Questions
Questions, answered plainly.
If yours is not here, email hello@oroviatable.com — every message answered within one business day.
Before you order
- Will the piece I receive look like the photograph?
- Close, but not identical, and every product page tells you exactly how it will differ. Speckle density varies, rims are slightly out of round, glaze pools differently, and hand-blown glasses vary in height by several millimetres. That variation is what you are buying. If you want pieces that match each other exactly, factory-pressed tableware does that well and we do not.
- Do the pieces from different lines go together?
- Yes — the glaze tones across the Vega stoneware and the Luma porcelain were matched deliberately, and the Ambra glass was chosen to sit with both. You can start with one line and add another later without it looking accidental.
- Is any of it dishwasher-safe?
- The stoneware and porcelain are, on any normal cycle, because both are fired high enough to vitrify. The hand-blown glass, olive wood and unglazed terracotta are not, and putting them through a dishwasher will damage them. Each product page states which it is, and the care page covers all four materials.
- What sizes are these, exactly?
- Every product page lists exact diameter, height, capacity and weight in real units, because a plate that does not fit your cupboard is no use however good it looks.
- Are there reviews?
- Not yet, and we would rather say so than invent them. This is a new shop. When there are real reviews from real customers they will appear here, attributed. In the meantime the product pages carry the full material record, which is more useful than a star rating anyway.
Payment
- What will appear on my card statement?
- OROVIA. If you do not recognise a charge, please email or call us before disputing it with your bank — we can identify an order from the amount and the last four digits of the card in a few minutes, which is far faster than a dispute.
- What currency am I charged in?
- All prices are shown and charged in US Dollars (USD). If your card is issued outside the United States your bank may add its own conversion fee, which we do not see and do not receive.
- Is my card safe on this site?
- The card fields at checkout are hosted by our PCI-DSS Level 1 certified payment provider and displayed inside the page, so what you type goes directly to them and never touches our servers. We receive a token, the last four digits, the brand and the issuing country — that is all the card information that exists on our side. The payment security page explains it in full.
- Why was I asked to verify the payment with my bank?
- That is 3-D Secure, an additional check run by your bank rather than by us. It is more likely on higher-value orders and on a card being used at a new shop. Complete the step in the window that opens — closing it leaves the order unpaid.
- Is there a subscription or a recurring charge?
- No. There is no subscription, no membership, no auto-renewal and no recurring charge of any kind on this site. Every order is a single purchase, charged once.
Shipping
- What does shipping cost and how long does it take?
- Standard shipping is a flat $9.00, free over $95, delivering in 3–6 business days from dispatch. Express is a flat $24.00 and delivers in 2 business days. We pack once a day on business days.
- Where do you ship?
- Within the United States only, including Alaska and Hawaii. We do not ship to PO boxes, because the carriers we use for fragile goods will not deliver to them, and we do not ship internationally at this time.
- How is fragile work packed?
- Every piece is individually wrapped, separated with corrugated dividers, and packed with at least two inches of clearance to every wall of the box. The result is a bigger carton than the contents strictly need — that is deliberate, and it is cheaper than a broken plate for both of us. Packing materials are paper-based and recyclable.
- My tracking has not updated.
- If there has been no movement for three business days, email us with your order number and we will open a trace with the carrier. If a parcel is confirmed lost we replace or refund the order at our cost — we do not ask you to claim against the carrier yourself.
After it arrives
- Something arrived broken.
- Send a photograph to us within 14 days of delivery with your order number, and keep the packaging until we reply. We replace the piece or refund it in full including shipping — you choose which. You will not be asked to send a broken piece back.
- Can I return something I simply do not want?
- Yes, within 30 days of delivery, for any reason or none, as long as it is unused and in its original packaging. Email us and we will send a prepaid label. There is no restocking fee and nothing to arrange yourself. A piece that has been eaten off or drunk from cannot be resold and cannot be returned.
- My piece looks different from the others in the set.
- That is expected and it is described on each product page — speckle, rim regularity and glaze pooling all vary between pieces from the same firing. If a piece differs from its stated record in a way the page did not prepare you for, that is a defect and we will treat it as one.
- How long does a refund take?
- We process it within 5 business days of a return reaching us, or 2 business days of agreeing a breakage claim. Card networks then take a further 3 to 10 days to post it to your statement, which is outside our control and varies by issuer. Refunds always go back to the card that paid.