1. Returns & Refunds  

At Orchid Couture, we want our customers to be fully satisfied with their purchases. As we operate through a drop shipping model, our returns and refunds policy is subject to the policies of our third-party suppliers. Below, we outline how returns, exchanges, and refunds work.  

1.1 Eligibility for Returns & Exchanges  

We accept returns and exchanges under the following conditions:  

- The return request must be made within 14 days of receiving the item.  
- The item must be unused, unworn, and in its original packaging with tags attached.  
- The item must be free from damage, stains, odors, or signs of wear.  
- Certain items, such as underwear, swimwear, or customized clothing, are non-returnable for hygiene reasons, unless defective.  

If a customer requests an exchange, it will be subject to product availability. If the requested item is out of stock, we will offer a refund or store credit.  

1.2 How to Initiate a Return  

To request a return, follow these steps:  

1. Contact Customer Support – Email hello@orchidcouture.co.uk with the order number and reason for return.  
2. Wait for Approval – If the return meets eligibility criteria, we will provide the return instructions and send package to return address – 58 Shirestone Road, Birmingham, B33 0DG. 
Important: Please note our returns processing centre operates separately from our registered business office. All returns must be sent to the address specified above. Returns sent to any other location may not be processed.
3. Ship the Item – The customer is responsible for return shipping costs, unless the item is defective or incorrect.  
4. Provide Tracking (if required) – For high-value items, we recommend using tracked shipping to ensure safe return.  
5. Processing & Refund – Once the supplier receives and inspects the item, a refund or exchange will be processed within 5-10 business days.  

Note: Items returned without prior approval may not be accepted or refunded.  

1.3 Refund Policy & Processing Times  

- Full Refunds: If an item is defective, damaged upon arrival, or incorrect, a full refund will be issued to the original payment method.  
- Partial Refunds: If an item is returned in non-original condition (e.g., missing tags, worn, or not properly packaged), a partial refund may be granted.  
- Processing Time: Once the return is approved and received by the supplier, refunds will be processed within 5-10 business days. Depending on the payment method, it may take additional time for the refund to reflect in the customer’s account.  
- Non-Refundable Items: Gift cards, clearance sale items, and perishable goods (if applicable) are non-refundable.  

If a customer does not receive a refund within the expected timeframe, they should check with their bank or payment provider before contacting us.  

1.4 Return Shipping Costs & Responsibilities  

- Customers are responsible for return shipping costs unless the item is faulty or incorrect.  
- We do not provide prepaid return labels.  
- If an item is lost in transit during the return process, Orchid Couture is not responsible for reimbursing the item unless proof of return shipping and tracking is provided.  address

1.5 Order Cancellations & Modifications  

Due to the drop shipping nature of our business, once an order is placed, it is immediately sent to the supplier for processing.  

- Order cancellations are only possible within 12 hours of placing the order. After this time, cancellations are not guaranteed.  
- If an order has already been processed or shipped, it cannot be canceled. The customer must wait to receive the item and then request a return.  
- Changes to orders (e.g., address changes, item modifications) must be requested within 12 hours after placing the order. Once the supplier begins processing, modifications are not possible.