Help centre

1. Pick the variant (colour, size) and quantity on the product and click Add to cart.
2. Check the cart. Enter a coupon or gift card code there.
3. At checkout enter the address, choose delivery for each shop you buy from and the payment method.
4. Confirm. You immediately get an e-mail with the order number and everything you ordered.

You can buy without an account (as a guest). With an account you see all orders in one place and check out faster.

My orders

OREA is a marketplace: each product is made and shipped by its shop. With items from two shops in the cart you pay once but receive two parcels, each with its own delivery and timing.

1. Open the order in My orders.
2. Click Request cancellation and give a reason.
3. The shop gets the request at once. If the parcel is not sent yet, it cancels and the money comes back.

Once the parcel is sent, cancellation is no longer possible — use a return after delivery instead.

My orders

1. Open the order in My orders and check the status. "Processing" means the shop has not shipped yet — write to it in the conversation next to the order.
2. "Sent" carries a carrier and a tracking number. Check the parcel with the carrier; the delivery time shown at checkout plus 3 working days is normal.
3. If that time has passed or the shop does not answer for 2 working days, send a request to support (button below). OREA checks with the shop and the carrier.

If the parcel is never delivered you get a full refund — card payments go back to the card, cash on delivery was never paid.

Send a request to support

1. Photograph the box and the contents as you open it, before throwing anything away — the only proof carriers and shops accept.
2. Write to the shop next to the order and attach the photos. It offers a replacement, repair or refund; return postage for damage is on the shop.
3. No agreement within 3 working days → a request to support with the same photos. OREA decides and, for card payments, refunds.

Send a request to support

Check the order for what you actually bought (variant, quantity). If it does not match what arrived, the mistake is the shop's and you pay nothing for the exchange or return.

1. Write to the shop next to the order: what arrived, what should have, a photo if possible.
2. The shop sends the right product or refunds. You usually do not have to return the wrong item at your cost.
3. If the shop does not answer within 2 working days or refuses, send a request to support.

Send a request to support

1. Open the order and click Request cancellation while the status is "New" or "Processing". The shop gets the request and confirms it.
2. Card payments go back to the card after confirmation (the bank shows it in 3–10 working days). Cash on delivery — nothing was paid.
3. Once the order is "Sent" cancellation is no longer possible: refuse the parcel (cash on delivery) or return it after delivery.

Made-to-measure or personalised items usually cannot be cancelled once the shop has started. Write as early as you can.

Send a request to supportMy orders

When a payment does not complete, the bank sometimes holds the amount on the card. That is not a charge — the hold disappears by itself within 3–10 working days.

1. Check My orders (or "Order check" with the number from the e-mail). No order means nothing was charged, only held.
2. Two orders for one purchase? Cancel the duplicate from "My orders" — the refund is automatic.
3. If the money was really taken (not held) and there is no order, send a request with the date, amount and last 4 card digits. Never send the full card number.

Send a request to supportOrder check

1. Check with household members, neighbours and reception; carriers often leave parcels with the first person who opens.
2. Check the carrier status by the tracking number in the order — it shows who signed.
3. Write to the shop next to the order; if it is not solved in 2 working days or the carrier claims it was delivered to you, send a request to support. OREA opens a claim with the carrier.

Send a request to support

Most shops answer the same day; 2 working days without an answer is a reason to contact OREA. The shop gets a notification and an e-mail for every message, so it is not on you.

• Write in the conversation next to the order, not as a comment on a post or a review — the shop may not see those at once.
• If the shop is on holiday it says so on its page and orders wait until it is back.
• Request to support: OREA contacts the shop directly; if it stays silent, the order is cancelled with a refund.

Send a request to support

10 working days passed? Send a request — OREA sends you the refund confirmation (transaction ID) your bank can trace.

Send a request to support

• A coupon is valid only for the shop that issued it (or for all shops if it is an OREA coupon), until its date and above its minimum amount.
• Gift cards are chosen in the last checkout step; if you did not switch them on there, the order was paid in full.
• A discount cannot be applied to an already paid order. Exception: if the system rejected a valid coupon — tell support, we check and refund the difference.

Send a request to support

1. For pickup the shop writes in the conversation next to the order with the address and time; check it and your notifications.
2. Need another time? Write to the shop — the order waits until you agree.
3. No answer for 2 working days → a request to support; OREA either arranges a time or cancels with a refund.

Send a request to support

1. You get a ticket number (e.g. T-104233) and a confirmation e-mail. The OREA team sees your request together with the order, payment and delivery — nothing to retell.
2. We answer within one working day. An e-mail brings an excerpt and a link; the whole conversation is in My profile → Support.
3. If the answer does not solve it, just write again in the same ticket — it goes back to the top of the team's queue. When solved, the team closes it with a note on how.

My requests

• Card (Visa, Mastercard, Maestro) — secure payment through Monri. Card details never pass through OREA.
• Cash on delivery — only for addresses in Bosnia and Herzegovina and only at shops that offer it; otherwise the option is greyed out with an explanation.

Type the code into the Coupon field and apply. A shop coupon works only on that shop's products; an OREA coupon works everywhere.

The coupon does not work?

Check the validity date, the minimum amount and whether it is for that shop. No spaces, letter case does not matter.

Buy one on the Gift cards page: choose the amount, the recipient's name and e-mail and a message. It arrives by e-mail, immediately or on the day you pick. Redeem it in the Gift card field at checkout; the rest stays on the card.

Gift cards

• Make sure online payments are enabled for the card (your bank does this, often in its app).
• If the bank asked for a confirmation (SMS code, app) that did not arrive — try again in a few minutes.
• If money was reserved but no order was created, the reservation is released automatically within a few days. We never charge twice.

Delivery is set by the shop: at checkout you choose the method per shop and see the price and time before confirming. Usually 2–5 business days in Bosnia and Herzegovina, 5–10 to Croatia and Serbia. Made-to-order products add their making time.

When the shop hands the parcel to the courier the order becomes Sent and you get an e-mail. If the courier provides tracking, it shows on the order with a link.

No movement for more than 5 business days? Message the shop from the order — it checks with the courier. No answer in 2 days? Send a request to support.

My orders

• Some shops give free delivery above an amount or quantity — shown on the shop and at checkout.

Most shops accept returns within 14 days of delivery for unused products; each shop's terms are on its page. Returns are usually not possible for made-to-measure or personalised items, food and cosmetics — unless they arrived damaged or wrong.

1. Open the order and click Message the shop. Describe the problem and add a photo if the item is damaged or wrong.
2. The shop agrees a replacement, repair or refund with you. Who pays return postage is in its terms (for damage — the shop).
3. No agreement within 3 business days? Send a request to OREA support with the order number. OREA mediates and, for card payments, can refund.

Send a request to support

• Check the status: if it is still "Processing", the shop has not shipped — message it.
• If it is "Sent" for longer than the promised time plus 3 business days, message the shop; it checks with the courier.
• No answer in 2 business days? A request to support with the order number. If the parcel was not delivered, you get your money back.

Register with an e-mail or a Google account. You get a Confirm your e-mail message — the button confirms the address is yours. You can sign in without it, but order notices only go to a confirmed address.

1. On the sign-in page click Forgotten password.
2. Enter your e-mail; a message with a link arrives.
3. Open the link and set a new password (at least 8 characters).

Password recovery

• Details and password — Profile › Settings.
• Delivery addresses — Profile › Addresses; mark one as main so it fills in at checkout.
• Deleting the account — send a support request titled "Delete account". We delete it within 30 days; orders stay in the books as long as the law requires.

Profile settings

• For you — products, shops and collections picked for your taste, laid out as a pinboard. Keep scrolling: new cards load on their own.
• Following — everything the shops you follow publish: new products, collections and posts, newest first.
• Latest — the same from every shop on OREA.

Open the feed from the main menu (Feed), from the Shop menu where it comes first, or with Start exploring on the home page.

Open the feed

• Searches — products matching a search appear under "Because you searched for …".
• Products and shops you open — and how long you stay: a product you spend a few seconds on counts more than one you skim past. Plus what people who looked at the same things also looked at ("Similar to …", "People also looked at this").
• Filters in a category — narrowing the price or switching a filter on tells us what you want there and how much you plan to spend.
• Saved items, your cart, followed shops and purchases — the strongest signals of your taste. What you bought is not recommended again.
• Interests you pick yourself ("What are you into?").

What you looked at today weighs more than last month, so the feed follows what you are after right now. We always mix in something popular and new as well, and from shops you already know we single out what they published in the last two weeks ("New from …"). A product or shop you hid with "Not interested" stays out of the feed, the home page and product-page suggestions.

You meet the same picks elsewhere: on a product page ("You might like"), at the top of a category ("For you in this category"), on the home page ("Recently viewed", "Because you looked at …") and, very gently, in the order of search results — a product from a shop you like moves up a place or two, but a search stays a search.

Every recommended card carries a short reason ("Because you like: ceramics", "People also looked at this"), and the Why am I seeing this? link leads here. Tap ⋯ on a feed card to see the reason, or choose Not interested / Hide that shop. It changes at once and can be undone.

Why does my home page look different from a friend's?

Because "Picked for you", categories, cities and makers are arranged by what you search and look at. Someone new to OREA sees the OREA team's picks.

Can a shop see what I looked at?

No. Shops only see totals (for example how many times a product was viewed), never who looked at or searched for what.

1. Open Profile and settings › Notifications and scroll to Feed and recommendations.
2. Turn off Personalise “For you” to see what everyone sees (popular and new). We then stop recording what you look at.
3. Click Clear browsing history to start over. Interests you picked stay.

Without signing in, views are remembered only in your browser (an anonymous cookie) and are deleted after 60 days. When you sign in they move to your account.

Privacy settings

Click Follow on a shop page, in the feed or on a shop card. Its posts, new products and collections show in Following, and the bell at the top lets you know.

• New from shops you follow — the bell at once, e-mail at most once every 8 hours, as a digest.
• A saved product is running low, back in stock or cheaper — we tell you when it happens.

Choose what comes by e-mail in Profile and settings › Notifications. Every e-mail has an unsubscribe link.

Shops I follow

The OREA team reviews every shop before activation: company or craft details, contact, delivery and products. OREA Verified shops have proven local production, known material origin and sustainable packaging.

OREA Verified

• Card payments are handled by Monri (a licensed processor); OREA never sees or stores the card number.
• A shop sees only what it needs to ship: name, address, phone and e-mail.
• We do not sell data to anyone. Details are in the Privacy Policy.

Privacy policy

1. Click Contact us at the top (Support at the bottom on a phone). First look for an answer in the help centre — most questions already have one.
2. If not, send a request from that page or from your profile (Support › New request) — no account needed.
3. You immediately get a request number (e.g. T-104233) and a confirmation e-mail with a link to the conversation.
4. When we reply you get an e-mail with a short excerpt and a See the full reply button. You answer in the same conversation on OREA, not by e-mail.
5. When it is solved the request closes. If something is still wrong, write back — that reopens it.

We answer within one business day, weekdays 9–17. For questions about a product itself or its making time, messaging the shop from the order is faster.

Urgent? Live chat is at the bottom of the Contact page. Use it for what cannot wait — the chat cannot see your order and the conversation is not kept in your profile, so for anything about an order a request is better.

Support

A picture settles things fastest: a damaged parcel, the wrong product, an error on screen. Next to the message box there is a paperclip — click it and pick files, or take a photo right away on a phone. Attachments work in three places: on a support request (both the new one and every reply), in the conversation next to an order, and in a message to a shop.

• You can send: JPG, PNG, WebP, GIF, PDF, Word, Excel, TXT or ZIP.
• At most 10 MB per file and 5 attachments per message.
• A message may be only an attachment, with no text.
• Each attachment shows as a chip while it uploads. You can remove one before sending, and retry one that failed with a click.

You do not have to prepare a phone photo. Before it is sent it is turned upright and shrunk by itself, so a few hundred kilobytes go up instead of ten megabytes — quick even on a weak connection, and everything on the picture is still clearly visible. PDFs and other documents are sent as they are, so for those the 10 MB limit applies to their actual size.

Pictures show as thumbnails in the conversation and open full size. Only the person you are writing to sees the attachment — the shop in a conversation with it, the OREA team on a support request.

Never send a picture of a whole card, a password or an ID. For a payment, the last 4 card digits, the date and the amount are enough.

Support