Bethan Billingsley- Director
These terms and conditions apply to ordering made to order lingerie and corsetry through our website. The term made-to-order means that your garment will be constructed according to the selections you make before purchase. We do not hold stock so each lingerie item or corset is made to your specifications of size, colour and trim. Made to order differs from our bespoke work in that your made to order garment will be made to a standard size chart as opposed to a set of personal measurements. All made-to-order purchases are considered accepted after you have paid for your order in full, and we have confirmed receipt of your order and payment by email. By placing an order you agree to adhere to these terms and conditions.
All prices stated on our website or quoted individualy are in GBP and are inclusive of VAT and materials costs. Shipping is charged separately.
All Orchid lingerie and corsetry is proudly made in the UK. Our turnaround time can vary during periods of high demand but on average we aim to dispatch your garment 4-6 weeks after you have placed your order. If you require your order for a specific date please enquire prior to purchase. We will give you a time frame for your order upon confirming your purchase.
Please check your measurements carefully against our size chart (included on each product page) to ensure that you have made the correct sizing choice. Made to order items are non-returnable except in the event of a faulty item, so seek any advice or additional information you may require prior to purchasing.
Postage will be added at checkout for your lingerie but if you are ordering from outside the EU please be aware that customs charges may be added by your local authority when the package enters the country. All customs fees and taxes are the responsibility of the customer and should be factored in before ordering. As these fees are unrelated to our services they can not form part of any refund. Any packages returned to Orchid due to unpaid fees will require a second shipping fee to be resent.
Postage fees are charged as follows-
Order Value Postage Charge
£0.00- £59.99 £5
£60.00- £180.00 £9
£240.01 and above Free
Orders are shipped using Royal Mail Special Delivery (UK) which is a tracked and insured service. International orders are shipped using Royal Mail’s Airmail service, which will be tracked and insured where possible. Please be aware that the maximum insurance value for Airmail services is £250. If your order value is higher than this and you wish to insure your order for the full value we can arrange a quote from an appropriate International courier.
Returns and cancellations
Made to order garments can not be returned or exchanged except in the unlikely event of a faulty item or if the item received differs from the options selected. If you are dissatisfied with the quality of your order please notify us in writing and we will provide details of where to send the item/s. Returns are sent at the customers expense and should be properly insured against loss or damage. We cannot accept responsibility for loss or damage to an item in transit. If a garment is judged to be worn or damaged due to customer negligence it will be returned to sender and can not be refunded. Complaints must be made in writing within 7 days of registered receipt of the item/s.
After placing an order for a made-to-order garment you may choose to cancel your contract and receive a full refund up to 7 days after your payment has cleared. After this stage it may not be possible to fully refund you, depending on the amount of work carried out and expenses incurred up to the point that cancellation was requested. If you wish to cancel your order please email us stating your intention. We can make a printable cancellation form available to you if you prefer.
Ideally, we aim to resolve any complaints within a timescale of seven working days. If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant. If we, Orchid Corsetry, are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers. You will need to refer your complaint to The Retail Ombudsman within 12 months after our final response. As a member of the organisation, we are bound by their code of practice and they can be contacted via:
The Retail Ombudsman can be contacted as follows:
12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
T: 0203 540 8063
Alternatively, you may use the European Commission’s electronic form: http://ec.europa.eu/odr