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Frequently Asked Questions (FAQ)
Welcome to our FAQ page. If you can't find the answer you're looking for, feel free to reach out via our contact page.
Orders & Delivery
How long will my order take to arrive?
How long will my order take to arrive?Europe Delivery: 7–14 business days All orders are processed within 1–3 business days before dispatch. Once your order has been shipped, you will receive tracking details by email.
Do you offer international shipping?
Yes, we do. International Delivery: 14–30 business days Please note that customs duties or import taxes may apply for orders shipped outside the UK.
How can I track my order?
Once your order has been dispatched, you’ll receive an email with a tracking link. You can also log in to your account to view tracking details.
What should I do if my parcel hasn’t arrived?
Please allow the full estimated delivery time to pass. If your parcel still hasn’t arrived, contact our customer service team and we’ll investigate for you.
Returns & Exchanges
What’s your return policy?
You can return items within 14 days of receiving your order. Items must be unused, unwashed, and returned in their original packaging with tags attached.
How do I return an item?
Simply email us at hello@orchidcouture.co.uk with your order number and reason for return. We’ll provide instructions on how to send the item back.
Do you offer exchanges?
We don’t currently offer direct exchanges. If you’d like a different size or item, please return the original and place a new order.
Do I have to pay for return shipping?
Yes, return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
How long does it take to process refunds?
Refunds are processed within 5–10 business days after we receive and inspect your returned items. You will receive a confirmation email once your refund has been issued. Refunds are returned to your original payment method. Please allow additional time for your bank or credit card provider to process the transaction.
Payments
What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, and Google Pay.
Is my payment information secure?
Absolutely. All payments are processed through secure and encrypted payment gateways. We do not store your card details.
Product Information
How do I know which size to order?
We provide a detailed size guide on each product page. If you're in between sizes, we generally recommend sizing up for a relaxed fit.
Will you restock sold-out items?
Popular items are often restocked. Sign up for restock notifications on the product page or follow us on social media for updates.
Where are your clothes made?
We source from trusted suppliers globally. Our focus is on ethical production and quality craftsmanship.
Account & Support
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account lets you track orders, save favorites, and manage returns more easily.
How do I contact customer support?
Email us at hello@orchidcouture.co.uk. We’re available Monday to Friday, 9 AM – 6 PM BST.
I entered the wrong shipping info. Can I change it?
Please contact us immediately after placing your order. If it hasn’t been dispatched yet, we’ll do our best to update it.
Still need help? Visit our Contact Us page or drop us a message on social — we're here to help!
