These terms and conditions apply to ordering a bespoke garment through Orchid, please take the time to read through and understand the responsibilities we both undertake in making your order to the highest standards. If you have any queries please feel welcome to contact us.
Bethan Billingsley- Director
The following terms apply to bespoke orders, which is taken to mean any commission accepted for items made to your personal specification and/ or measurements. You can read about our standard construction techniques here. We have written a guide to placing a bespoke order here.
An order is considered confirmed and accepted when you have been sent an order checklist, you have confirmed your satisfaction with the information held within, and a minimum of a 50% deposit has been received. The act of confirming your checklist and paying a deposit marks a contract, an obligation to adhere to terms and conditions and the official start of the order, which will also mark the start of your given timescale for completion. Please be aware that this indicates an obligation to pay the full amount agreed in your checklist by the end of the indicated timescale, or as set out in another agreed arrangement. If we accept changes to your order that incur additional charges after this point, these amounts are also payable within the agreed timescale.
Bespoke orders are quoted individually in GBP at an hourly rate of £40 though guide prices are listed on our pages, and include materials costs. The quoted amount also includes time spent on communication and research for carrying out your order. You will be advised of relevant delivery charges in your order checklist. Please be aware that clients having an order delivered to an address outside the EU may be liable for import taxes which will be detailed by your local authority. These are separate to any agreement with Orchid Corsetry, they are not part of our charges and are non-refundable. Please budget for this before confirming your order.
The nature of bespoke work means that contract length will differ between projects, but we will give you an estimated time frame for your order in which all works are due to completed unless otherwise stated, and the balance of the order paid. Completion of your order and full payment received marks the end of our contract once you have received the goods. On occasion unavoidable delays may arise, for example due to problems with supplies arriving or ill health. All reasonable efforts will be made to ensure that your deadlines are unaffected but where a delay will affect progress of your order we will give you notice as soon we become aware.
Though “The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not extend the Right to Cancel to bespoke goods, we will, on occasion consent to terminate a contract early. This is at our digression and we reserve the right to charge in full for services rendered to the date that a cancellation is requested. This amount may include time spent on communications, research, materials purchased or additional services undertaken at your request as well as labour charges. As previously stated, time is charged at £40 an hour and materials are charged separately for each order. To request an order cancellation please email us stating your intention. We can make a printable cancellation form available to you if you prefer.
Should you be dissatisfied with your bespoke order please send us written notice and wait for confirmation before any returns are sent along with photographs of the problem area if appropriate. We must be notified as soon as possible if you intend to make a claim. Acceptable reasons for returns are as follows-
- Measurements differ from agreed sizes at order confirmation or agreed alterations confirmed in writing after order confirmation.
- Fabric or trim choices differ from confirmed order sheet or agreed alterations provided after official order confirmation.
- Order differs from confirmed order sheet or agreed alterations.
- Quality of workmanship is in reasonable dispute.
In the event of returns being sent to the studio, this transaction must be confirmed with us in writing prior to the parcel being sent. All return postage costs are the responsibility of the sender unless the goods are faulty. This includes the return of goods to the client by us in the event of an unsuccessful claim. The parcel should be sent with the correct insurance to protect against loss. All parcels sent to the client will also be sent by the appropriate postage method and fully insured unless other arrangements have been made. For example, orders being sent by Airmail as overseas parcels now have a limited insurance amount of £250. An alternative fully insured courier quote will be offered.
Any returns must be confirmed by us before a refund is processed. Damage, intentional or accidental, by wearer will be noted and a refund will not be issued. If a claim is not accepted the client is expected to pay return postage. If measurements are incorrect as a result of client mis-measuring or not informing us of changes to size we cannot be held responsible.
Communication on important matters such as alterations to aesthetic choices or measurements should be given in writing. Our preferred method for all communication is email, and we request that this is used as a first port of call where possible. This allows each of us to have a written copy of agreements to refer to.
Where an order differs significantly from our advertised styles visual references must be provided with clear instructions as to how the order is desired.
Ideally, we aim to resolve 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
Measurements provided remotely by the client (e.g. not taken in person by a member of the Orchid team) are to be taken according to the instructions provided by Orchid at the start of an order. Any inaccuracies resulting are the responsibility of the client. If there are doubts or concerns about any measurements they should be brought up with your point of contact upon provision.
It is vital that you make us aware of any changes in size that occur after providing final measurements as swiftly as possible. Later in the process we may be unable to alter work, or to do so may incur additional charges to account for time spent making alterations to the pattern or fit.
Similarly if it is the intention of the client to lose or gain weight during production or after the corset is completed we should be informed prior to starting work so that the appropriate advice may be given.
Once a fabric choice has been finalised by acknowledgement of the client it may not be altered except in minor details such as trim. In the event that we are informed early enough to effect a change the client may still be charged for the original fabric or trim choice if expenditure has been made to accommodate the original selection. You will be advised of any costs in order for you to make your decision.
If deadlines are provided to the client, for example for sending measurements or finalising fabric choices, to enable us to meet a short timescale for a project, these must be met for our initial agreement to be valid. We cannot commit to meeting a deadline if information is not provided at the designated time.
Shipping and Overseas Orders
For overseas orders with a client specified date of receipt, we are only responsible for allowing a reasonable delay for postage in the lead time of the order. We cannot be held accountable for delays by customs or other organisations.
Customs charges and taxes for orders outside the EU are to be paid by the client. Any orders returned to us due to unpaid fees will have an additional shipping charge to be resent. Please make yourself aware of the fee structure for import duties in your country and allow for this in your budget. You do not have the right to cancel your order based on customs fees.
Parcels will be posted to the PayPal confirmed address where appropriate if no other arrangement has been made. Please ensure you have provided us with your correct address or resent parcels will incur a secondary postage charge.
Fittings And In Person Appointments At The Studio
Any personal appointments made for fittings, collections or any other purpose must be confirmed and paid for in advance, attended on time and any cancellations made 48 hours or more previous to the agreed time. These appointments will be charged at the stated price which is due in advance, regardless of whether a commission is later accepted and are non-refundable unless a minimum of 48 hours notice to cancel is provided by the client.
Where a fitting or consultation will require you to be partially clothed please ensure you are wearing modest underwear. Nudity and underwear that reveals the genitals is not permitted. If you wish to have advice on suitable attire for your garment fitting we are happy to provide this.
Payment is due in two main stages, though additional payments can be arranged for “lay-away” orders. A time frame and schedule of payments will be agreed in advance of the contract. A deposit of 50% of the total fee is due when confirming an order. An order cannot be placed on our schedule until the deposit is paid. The remainder of the fee balance is due prior to completion and posting of the finished corset and orders cannot be sent before full payment is received. This will take place within the time frame indicated to you at the start of your order.
Our accepted methods of payment are PayPal (which may be used for card payments), cheque and bank transfer. Cheques must arrive in time to clear funds before expected date of receipt
Please ensure that any images/content shared with us contain no nudity or content that may offend. In instructional images displaying the results of a remote mock-up fitting please ensure that you are attired in modest underwear.
Clear information on components used and standards of quality we work to is provided on our website. Please make us aware if your needs differ or if you wish to be given more information.
In written and verbal communication all members of staff expect to be treated with courtesy and respect, a favour which we return to all our clients.
We reserve the right to withdraw services if these terms are not adhered to.
Orchid Corsetry, 2017