Customer Service And FAQ’s » Policies

At Desert Orchid we work with passion, precision and are world renowned for our excellent customer service. We hope you will be as delighted with your custom corset as our many returning customers, and to ensure that you are, here are a few words about our policies and ways of working.

General information

Its our aim to answer all email enquiries and correspondence within one working day, but we are very busy at certain times of the year. If you havent heard from us within a few days (and havent received an auto response to say were on holiday) then please resend your message. It may have been lost in cyberspace!

Payments

We offer two main options for payment. The most traditional one is that the full balance is paid to us once we have discussed your order, ready for us to begin your commission. In order to meet our clients budgets we will also accept a 1/4 deposit upon comfirmation of the order with the remaining funds transferred before the corset is ready to leave the studio. In all circumstances payment must be cleared before we ship.

Shipping

We make it a priority to always ship via fully insured and tracked mail services, especially overseas to ensure your corset reaches you in a timely fashion. Overseas orders often can mean shipping delays, particularly where Customs are involved. Please take this into consideration with your deadlines.

Custom and excise will often add a charge for orders outside the EU so please be prepared for this. It is your responsibility to pay these fees and to ensure that you collect the parcel within the mail services stated time frames.

Refunds and exchanges-

Each corset that leaves our studio has been handcrafted with the greatest attention to detail and built to ensure the most exquisite fit, but if for whatever reason you are unhappy with your order please get in touch with us within 7 days of receiving the corset to let us know. If the issue surrounds the fit of the corset then we will gladly check the measurements for you. Do remember that it is your responsibility to provide the most accurate measurements that you can as we will be unable to refund work that is made to the information provided to us. Return postage is the responsibility of the sender

Damage or loss will be dealt with through the appropriate courier (usually royal mail) and compensation will be sent when the claim has been processed by them

Cancelled orders-

Cancellations are difficult with a custom order- we invest a great deal of time in discussing the challenges of each order with our clients as well as the physical outlay of materials and hours of labour. Please carefully consider your purchase as we may be unable to refund you in full.

Communications

We always treat our clients with the respect and privacy that they deserve and as such, we request that all communication is polite, and that any images sent to us are appropriate for a professional working relationship.