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Customer Service

  • Your Account
  • My Orders
  • Payments
  • Promotions and Discounts
  • Delivery
  • Returns and Exchanges

Your Account

How do I create an account?

To create an account with us, please select the tab “My Account” located at the top of our website. From here you can select “Create an Account”. Creating an account will speed up the process of placing new orders. It will also allow you to login and keep track of your existing or completed orders.

By registering, will I automatically receive marketing emails from you?

No, if you do not want to receive our newsletter there is no obligation to subscribe. If you do choose to receive our newsletter you unsubscribe at any time by clicking the link on the emails.

I am unable to log in to my account

Please check that the email you first used is the same you are attempting to login with. If you are unable to recall your password, please use the ‘forgotten password’ link on the login page, or contact Customer Services

I have forgotten my password

Please use the link on the login page, alternatively contact customer services and they will be able to reset this for you. An auto-generated password will be sent directly to your registered email address.

Will my account details be secure?

Yes, your store account details are kept secure. An auto-generated password for your account is sent to your registered email address. This is known only by yourself. For security reasons we do not store payment details, only address and order details.

My Orders

How do I place an order?

  • Once you have chosen your items, please select the size you would like by clicking on the drop down menu on the product page. You can then input the quantity you require and click “Add to Cart”. You may either then continue shopping or click on the “Checkout” button on the right hand side of the page.
  • Once at the checkout stage, you can enter your address, choose a delivery method and remove items if you have changed your mind. If you are already registered, please log in to your account to retrieve your address information.

There is a problem with my order, who do I contact?

If you have a problem with your order, please contact our customer services team. Their contact details are always available at the top of our website.

Please note it is the customer’s responsibility to ensure all details are correct before they place an order.

Once the order has been placed we are unable to:

  • Add/Deduct items in your order
  • Change the sizes you have requested
  • Change the delivery method
  • Change the shipping address
  • Combine shipments (if you have placed more than one order with us)
  • Cancel your order

I cannot place an item in my cart

If the size drop down menu is not available we no longer have the item in stock. These are usually promotional items and there are no current plans to receive these items back into stock. We apologise for the inconvenience, but we have many other designs across the website for you to choose from.

I have placed my order but my items are still in my cart

If you have placed your order and the items are still appearing in your cart, please check if you have received a confirmation email. This may have been filtered to your “Junk” email folder by your spam filters. If the funds have been deducted from your account and you do not have an order confirmation please contact the customer services team.

I haven’t received an email confirmation for my order

Please check your “Junk” email folder as your spam filters may have blocked the email. If you do not have the confirmation, please contact customer services with your name and email address and they will confirm if your order has been placed. Please also check if the funds have been deducted from your account. If this is the case, please let us know the transaction ID and we will do our best to locate your payment.

I have made a duplicate order, what can I do?

Please contact the customer services team as soon as you are aware of the situation. We will do our best to cancel the duplicate order. However if the order is completed we will be unable to cancel it, but you can return the extra items under our standard returns policy.

I have received an incorrect item in my order

We do our best to avoid making mistakes however errors can happen and we do apologise. Please contact customer services and they will be able to provide you with a free label to return the incorrect item and arrange for the correct item to be dispatched.

Payments

How secure is your website?

Our website checkout is at least 128 bit secure. Payment details are never stored on our website for security reasons; your card/bank details are sent securely to one of our payment providers (Paypal or EBANX) for processing.

Which payment methods do you accept?

We accept payment by MasterCard, VISA and PayPal. We do not accept laser card or postal orders.

My card has been declined

If your card has been declined, please check that all details you have entered are correct. The billing address must be the address where your card is registered.

If you are placing your order from outside the UK your bank may be holding the payment for security reasons. Please contact your bank to confirm the order.

If your card still fails please try an alternative payment method.

My order did not go through but I think you have charged me?

If a payment has been deducted from your account but you have not received a confirmation email of your order, please first check your “Junk” folder of your email account. If you do not have a confirmation, please contact customer services with the transaction ID of your payment and they will be able to look into this further for you.

Will I receive an invoice with my order?

When your order is dispatched a shipment note will be included in the parcel. This contains information of the items you ordered and delivery address. If you require an invoice that contains the prices, you can obtain this by logging in to your account.

What are your VAT charges?

The VAT charges are those applicable to the country to which your order is shipped. In the UK this is currently 20%.

I have received an additional charge on my card after placing my order, what is this charge?

If you are purchasing from outside the UK your bank may charge additional fees for international payment. This charge is at the discretion of the bank and is out of our control.

Promotions and Discounts

How do I take advantage of your Buy One, Get One Free offer?

Only the items in the category "Buy One Get One Free" refer to this offer.

If you order two items from the catergory, you get the cheaper one for free. (In the event that you order 4 items you will of course get the cheapest two for free, etc.)The item I placed in my cart is no longer available at the reduced price-We run many different promotions to benefit our customers and therefore our prices frequently change. Items may only be at promotional prices for 72 hours before reverting to a higher price. Please be aware that we only have a limited number of items available at the promotional price and once they have sold out the promotion is finished. These items can go extremely quickly so we advise you to purchase the item when you first see it.

Delivery

Which couriers do you use?

  • Standard 5-12 working days, shipped via Royal Mail from the UK
  • Express 3-5 working days shipped via UPS.

All orders placed Monday-Thursday (excluding Public Holidays) before 15:00 UK time will be dispatched the same day. Orders placed after 15:00 UK time on Fridays will be dispatched the following Monday.

I haven’t received any tracking details for my order.

We are not issued with tracking information for standard delivery items. However, we rarely have issues with this economical service, so I am sure your order will be with you shortly. UPS tracking numbers will be sent automatically to your email address once the item has left our UK warehouse.

How can I track my order?

To track your order, please log on to either UPS or Royal Mail's website depending on the shipping method you selected. You can then enter your tracking information, from where you can see your parcel’s progress.

Can I amend the delivery option I chose?

Once your order has been completed, we are unable to make any changes to your order.

What happens if delivery is attempted whilst I’m away?

Standard delivery

the courier will look for a safe place around your property where they can leave the parcel if appropriate. If the parcel is too large to fit in a safe place you will be left with a card with your tracking number. You can use this to book a re-delivery online or collect the order in person.

Express delivery – if you are not at the delivery address the courier will leave a card with the relevant information and return the item to your local sorting centre. You should then contact the courier for further information.

The address I provided for my order is incomplete or incorrect. How can I amend this?

If there is an error on your order, we advise you to contact customer services as soon as possible and we will do our best to resolve this for you. Please note it is the customer’s responsibility to ensure all details are correct before they place an order.

Can I change the delivery address for my order?

Once your order has been completed, we are unable to make any changes to your order.

Do you deliver to PO BOX/APO addresses?

We do deliver to PO BOX/APO addresses however we can only send parcels via Standard Delivery. UPS do not deliver to PO BOX or APO addresses.

Will I be liable for customs charges?

  • All goods are shipped from the UK.
  • UK or the EU delivery address - you will not have to pay any customs or duty regardless of the size of your order.
  • If you live outside the EU (for example USA), you may be charged customs or duty charges depending on the total value of your order

Do you ship to business addresses?

Delivery to business addresses is possible Monday to Friday; however we cannot deliver to these addresses on Saturdays.

The delivery time has passed and I have not yet received my order

If you have not received your items 21 working days after you have been notified of dispatch please contact customer services. We cannot make a claim for a missing parcel prior to 21 working days.

Returns and Exchanges

What is your returns policy?

We offer a 30 day exchange policy on all purchases from the date of shipment. If for any reason you are not 100% satisfied with your purchase please see our returns policy for more information. If you are unhappy with your goods, we will refund your purchase provided you notify us within 14 days of receipt of goods and the goods are returned in accordance with our Returns policy.

How do I return my items?

If for any reason you wish to return items on your order please Click Here.

Do I need to pay any additional shipping costs for exchanges?

The shipping cost of returning items is the buyer’s responsibility. However we will pay for the exchange item to be shipped back to you using the standard shipping option.

Can I exchange my item purchased under a sales price for a different size?

Corset Story offers a 30 day exchange guarantee, however as some sales maybe size specific promotions, we cannot guarantee to offer an exchange for the item purchased due to limited stock and can therefore only offer a refund (as long as it is still within 14 days upon receiving the item) in some cases.

Can I return promotional items that were on the Buy One Get One Free offer?

Partial Return in case of "Buy One Get One Free!"

If you purchased 2 items under "Buy One Get One Free!" Offer and decide to return an item for a refund you will be billed for the item kept.Please note that if you purchase 2 items under the "Buy One Get One Free" Offer and decide to return one of the items for an exchange for a different product, that is not available for the offer, you will be billed for the full price of the item as well as the product you have kept.In the event that you return an item you've purchased under the "Buy One Get One Free" Offer for an exchange for a different product, which is available in the offer, the order will remain and you will be billed for the more expensive item of the two purchased products.In case you return both items that you purchased from the "Buy One Get One Free" Offer for an exchange of two items also on offer, the order will remain and you will be billed only for the more expensive product of the two.

I ordered the wrong size for my exchange, can I still return it?

We realise that sizing corsets can be difficult so we encourage customers to make use of our 30 day exchange policy and send items back as many times as required within that 30 days until you find the size and style you require. When returning your order please feel free to re-use the packaging that your order arrived in.

I’d like to exchange my purchases for more expensive items, how do I proceed?

Please follow the returns procedure on the back of your invoice. If your replacement item is more expensive, someone from customer services will contact you for the additional payment.

I would like to add items to my exchange, is this possible?

If you would like to purchase additional items, please place a new order on our website.

h3I have received an incorrect item; will I have to pay to return it?

We do our best to avoid making mistakes however errors can happen and we do apologise. Please contact our customer services to be assisted as soon as possible.

My item has a fault, what do I do?

Our items go through random quality checks, however faults can happen and we do apologise. In case you received a faulty item, please contact customer services with a description and image of the fault so that they can investigate further.

How long does it take to process returns?

We can start to process your return once we receive your tracking information and confirmation of delivery. If you have chosen to exchange your goods and the replacement item is in stock this will be dispatched as soon as possible via standard shipping method. If you request a refund, please allow up to 7 working days for your account to be credited.

What if I need my replacement item immediately?

If you have chosen to exchange and need your replacement item as soon as possible, we advise you to return your original order for a full refund and then place a new order selecting express shipping.

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© Corset Story Ltd
Corset Story Ltd
Registered Office: Unit B, 20 Harriott Drive, Heathcote Industrial Estate, Warwick, CV34 6TJ, United Kingdom
Company registration 7322670, VAT No: GB 944943881, FR 09540072428, IE 9820589R, DE 283798189, AT 684889983, ES N8262524E, BE 0843407674, FI 26131586 , IT00159849991, NL 823967530