Terms of service
General Terms
These terms and conditions apply to ordering ready-to-ship and made-to-order lingerie and corsetry from Orchid Corsetry as well as design service packages.
The term “ready to ship” or Prêt-à-Porter means that a garment or accessory has already been completed and will usually be posted within 2 working days of receipt of your order. These items cannot be altered in colour or size, but we may have other ready to ship options available if you wish to exchange.
The term “pre-order” refers to ready to ship items that are due to be released soon. When purchasing a pre-order please be aware we are working with an indicated timescale that can change due to circumstances beyond our control, however we will keep you updated about any changes regarding your purchase.
The term made-to-order means that your garment will be constructed according to the selections you make before purchase. Made-to-order lingerie or corsetry is made to your specifications of size, colour and trim. These items have individual timescales, which are indicated in the descriptions.
Design services (such as the Bespoke Design Pathway) are a goodwill down-payment against the extensive time taken bringing together a bespoke order and cover a multitude of elements such as email conversations, phone calls or video chats, research undertaken and sketches. Often these packages are refunded against the final balance of the order and their fee does not represent the full cost of the work undertaken. You should wait to purchase a design package until you are advised to do so, in order for us to advise you of our timescales and prices.
Both ready to ship and 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.
Pricing
All prices stated on our website or quoted individually are in GBP (pounds sterling). Shipping is charged separately according to your destination.
Timescale
All Orchid lingerie and corsetry is proudly made in the UK. Ready to ship items are typically posted within 2 working days of placing your order. For made to order items, 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. Otherwise we will give you a time frame for your order upon confirming your purchase.
Sizing
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. We are always happy to advise on sizing for our customers.
Shipping
Postage will be added at checkout for your purchases, but if you are ordering from outside the UK please be aware that customs charges may be added by your country 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 cannot 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
£0.01-£20.00 = £3
£20.01-£50 = £7.50
£50.01- £500 = £14
£500.01- £1000 = £16
International Postage
£50.01-£250 = £20
£250.01- £1000 = £29
Returns and cancellations
Ready to ship garments can be returned for exchange or refund within 14 days of receipt if in original condition and packaging. We reserve the right to refuse a refund or exchange where there is damage or wear to an item. Return postage is at the expense of the buyer. If you wish to return a garment please contact us by email with your reason for return and we will provide you with instructions.
Made-to-order garments cannot 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. Faulty Returns are sent at our expense. If a garment is judged to be worn or damaged due to customer negligence it will be returned to sender and cannot be refunded. This does not affect your statutory rights. Complaints must be made as soon as possible
Design packages can be cancelled for a refund (excluding payment processing fees) up to 14 days after ordering, and only in the event that we have not begun discussions or undertaken work regarding your enquiry. Please be aware that the payment made covers a very small fraction of the work the package describes, and all bespoke work is charged at a rate of £40 per hour. Your purchase of a package does not guarantee we will accept your final order, and bespoke orders must be placed within 3 months of purchasing the package for it to be valid.
After placing an order for an item through our shop, you may choose to cancel your contract and receive a refund (excluding our provider’s processing fees for your payment) up to 14 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.
We make an effort to ensure all inventory items are listed accurately, but all orders are subject to availability. Sometimes it is not possible to accept an order due to unavailability of materials or a pre-existing excessive workload. We will make you aware of any such circumstances within 7 working days of your order being placed.
We reserve the right to refuse service or cancel an order within 14 days of it being placed. You will be informed of this decision as soon as possible within that time frame and a refund will be issued.
Privacy and Data Protection
When making a purchase please familiarise yourself with our data protection policy to understand how your information will be stored and protected
Resolving Complaints
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 Retail Dispute Resolution. 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 Retail Dispute Resolution 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:
Retail Dispute Resolution can be contacted as follows:
12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
T: 0203 540 8063
E: enquiries@cdrl.org.uk/
W: www.cdrl.org.uk/