Update: Due to the current Covid-19 situation, returns and refunds may be delayed. For further advice, please contact us through the link below or via email firstname.lastname@example.org
Our products are hand-selected to bring you true joy,
however, we understand that occasionally returns and exchanges do happen.
RETURNS AND REFUNDS
The buyer (you) must immediately or no later than 14 days from delivery date notify the company Orchid Falcon that they withdraw from the order and return the goods to the company at the address: Orchid Falcon - Zigante, Rimska Cesta 9, 1000 Ljubljana, Slovenia.
Provided that the buyer’s correct, fully completed return request form is received by our customer care team within 14 days from the delivery date and all items are returned unworn and with the original product packaging intact, we are happy to offer an exchange or refund. If the order contained a free promotional gift, the gift has to be included with the return of any related items.
No product can be returned to us without an authorised return request.
The buyer is considered to have returned the goods on time if they send them before the expiry of the 14-day return period (the postmark will be checked). Regrettably, any returns received outside of the returns period will be refused.
Please note that Orchid Falcon reserves the right to refuse a return if it does not meet the conditions outlined above. All unapproved returns will be returned to sender and sent an email notification advising the buyer’s return was not approved.
Shipping costs for the returned goods are non-refundable, and will not be included in the refund. The buyer bears the cost of returning the goods, in case of withdrawal from the contract.
Once we have received the buyer’s returned package and inspected the garments, the buyer will be contacted via email and provided with additional information.
We do not accept returns on sale or discounted items and any goods that are personalised or made-to-order to buyer's specific requirements. The buyer may only apply for a refund for a made-to-order product if there is a fault in the product.
Discount Voucher, Gift Vouchers and Gift Cards are not transferable and do not have a cash redemption value.
Orchid Falcon stands behind all of our products. If the buyer thinks the product has a workmanship or/and material flaw or/and any shortage, they have 14 days of the delivery date to notify us, stating the nature of the defect/flaw and the invoice number to email@example.com or directly through our website. Failure to notify us by these terms will deem the buyer has accepted the product. If the buyer does not notify Orchid Falcon accordingly, Orchid Falcon has no liability for any defect or/and material flaw or/and any shortage.
For defective goods, we will refund the buyer reasonable costs or replace the item free of charge including the delivery cost, but we shall have no further liability to the buyer.
The refund shall be performed by the company immediately or no later than within 7 working days of receiving the returned item. Orchid Falcon will not be held liable for any lost returns, and we strongly recommend, customers use a registered postal service and record the tracking details.
PROCESS FOR RETURNING AN ORDER
1. Contact our customer care team through the website or via email firstname.lastname@example.org to request a Returns Authorisation Form.
2. Receive our returns form, fill it out and send back to customer care via email within 14 days of receiving your order.
3. Package your return securely and include as much original packaging as possible.
4. Post the item to us within 14 days from delivery. Please obtain a certificate of posting from your postal service as proof.
The buyer must list the details of the item they want to exchange on the Returns Form. The buyer can send the item back, only after Orchid Falcon revises and approves the exchange. The exchange will be processed in approximately 7 working days after the company Orchid Falcon receives the sent item.
If the buyer would like an item of higher value, then we will bill them via the original payment method. Similarly, if the item is of a lower value, we will refund the difference via the original payment method.
If the requested exchange item is no longer in stock, the buyer will be contacted to select a new item or accept a refund.
As stated above the buyer is responsible for postage costs of returning the items.
Please allow for standard shipping times, found on our shipping page, for exchanges.
If you have any further questions, you can contact our customer service department.