SHIPPING & RETURNS
What is your shipping process?
All orders are dispatched once payment confirmation has been received and your order has been completed. Orders will be processed within 1-2 business days. A confirmation email will be sent to you once your order has been dispatched, providing you with your tracking number and an order reference number. All orders are shipped to the billing address of the owner of the credit card.
Any orders placed over the weekend and bank holidays will be processed the following working day.
Our shipping orders are dispatched via courier and will require a signature upon delivery to ensure that your order has been received.
Please note orders shipped to the E.U or Internationally (Non E.U) may at times incur some delay due to customs clearance which may delay your delivery time. Please be made aware that ORTUS cannot be held responsible for any delays or additional charges applied by your local authority in releasing your goods. We work closely with our shipping courier service to ensure we can minimise the time it takes for the item to be delivered.
Please note that ORTUS are not responsible for any parcels that go missing, are damaged or stolen as a result of the delivery instructions that are left for the courier.
Do I need to sign for my delivery?
All deliveries require a signature.
How much is shipping and how long does it take?
Standard shipping delivery costs vary according to the destination.
Free shipping to the UK and Ireland. Average delivery time is 1-2 business days.
Shipping to Europe is £10. Average delivery time is 3-5 business days.
Shipping worldwide is £10. Average delivery time is 5-7 business days.
Which courier do you use and is the package insured?
All orders are shipped via courier. The package is insured until the item(s) are delivered to the address specified by the customer, at which point all responsibility for the purchased items(s) passes to the customer.
Will I have to pay any additional duties and taxes?
When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees imposed, which may be assessed at the point of entry of the destination country. This may result in the customer having to pay additional charges which are not included in the total price displayed at checkout.
Please note that ORTUS is not responsible for the collection or determination of any custom duties, import taxes or fees imposed, and they will not be reimbursed or refunded.
How can I return an item?
Contact us at email@example.com to let us know that you wish to return your item, quoting your order reference number. All returns should be sent back in its original packaging, with the returns form enclosed. Package your item(s) securely to avoid any damage and use a registered or signed-for postal service.
Are returns free?
No. The company will not reimburse or refund the customer for the shipping cost incurred for returning the item(s). The cost will vary according to your shipping destination and the shipping service used.
Where should I return my item?
Please email us at firstname.lastname@example.org and we will provide you with the details.
How will I know when my return has been received?
We will contact you once we have received your package to let you know that we are in the process of issuing an exchange or refund.
What is your return policy?
You can refund or exchange all unused items within 14 days of receiving the parcel. Please notify the company within 7 days of receiving the goods, and you will then have a further 7 days to return the goods for a full refund. We can also exchange items if that is your preference.
The items should arrive unworn and in its original packaging, with all tags attached. If we receive an order that is not in a re-saleable condition, and/or do not meet these requirements, we cannot accept the return and the item(s) will be sent back to you. Sale items cannot and will not be refunded, but we can exchange a sale item. Returns need to be packaged securely to avoid any damage, as you are responsible for the item(s) until it is received by us.
We advise that you use a registered postal service to return your goods and retain your proof of postage until we provide confirmation that the return has been received. We cannot be held liable for the loss or damage of the item(s) you are returning. All returns are refunded in GBP.
Can I have a refund?
Customers are entitled to a refund if they have told us within 7 days of receiving their goods, that they would like a refund. Please email us at email@example.com. Once a customer has notified the company that they would like a refund, they have another 7 days to return the goods.
How long will my refund take?
We will refund the customer within 14 days of receiving the goods back.
How long will it take to exchange the item?
If we have the item in stock, we will exchange it within 1-3 business days of receiving your returned item. However please note that if your item is out of stock, it may take up to 10-13 days for your item to be handmade, processed and shipped to your destination.