FAQ

How Do I Make a Purchase?

Shopping the Orhideja Online Store is easy: if you know what you are looking for, use the specific category links in the 'Online Store'. Once you have found an item, select your size and use the 'Add to Shopping Bag' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details (colors, sizes, quantity), remove them in case you changed your mind or add products to your Wishlist. Click on 'Checkout' to complete your order.

Do I need to set up an account to place an order?

Setting up an account is not mandatory, but if you register with us, you will be able to enjoy the following benefits through your 'My Account':

• Gain access to your 'Wishlist', be notified when new stock arrives,
• Save your address and card details for faster shopping,
• Manage your account details.

What should I do if I forgot my password?

If you have forgotten your password, visit the 'My Account' section, click on 'Forgot Your Password?' and just follow the 'Password Reset' instructions. You will receive an e-mail with a link to reset your password.

Which size should I choose?

In Orhideja Online Store sizes are based on European sizing system. To convert this to your usual size, simply click on 'Size Chart' on every product page. Where an item runs small or large to size, this will also be identified in the item description.

How do I know if an item is in stock?

All items shown are in stock. Please be aware that even if an item is in your Shopping Bag, it can still be bought by another customer until you have completed your order.

Is it safe to use my credit card at the Orhideja Online Store?

Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section.

Why do I need to re-enter my credit card details when requesting delivery to a new address?

For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

Does Orhideja Online Store ship to post office boxes or freight forwarding addresses?

Please note that we are unable to deliver to Post Office Boxes or use General Delivery. We also do not deliver to forwarding addresses.

Does the Orhideja Online Store ship to multiple addresses?

You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

How Soon can I get my order and how much delivery will cost?

For further details, please visit our 'Shipping Information' section.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

Do I need to sign for my order?

Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

Can I change my shipping address after my order has been dispatched?

We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can I add items to an existing order?

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

How will I know you received my order and when will payment be deducted?

After you place your order, you will be sent an e-mail confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an e-mail from our Customer Service team and will only charge your credit card for the value of the items in stock.

Where is my order?

We aim to dispatch all orders within 2 working days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number.

How do I return an item?

To discover our returns and refunds policy and to learn how to return an item please kindly visit our 'Returns&Refund' section in the Customer Service area.

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this. To register, we will need to know your name, mailing address and e-mail address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. For further detail, please visit our 'Privacy Policy' section.

What are cookies and should I be worried about them?

A cookie is a piece of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. We use cookies to keep track of how often you visit our website, the contents of your shopping bag, previous purchases and to deliver content specific to your interests. They are designed to assist your shopping and are therefore nothing to worry about. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to purchase items. Registered customers who have cookies enabled will be automatically recognized when they visit Orhideja Online Store. Your name will appear in a welcome message at the top right hand corner of the website.

What is a Wishlist?

In your 'Wishlist' you can save your favourite products, keep track of them and eventually shop them whenever you want.

How do I create a Wishlist?

When browsing, use 'Add to Wishlist' on the product page and items will automatically move into your Wishlist, which can be found at the top right of the navigation bar. Click on the product image to go to the product page and see more specific details about the item. You can also add to shopping bag, or remove the item.