Delivery and postage

How quickly will I receive my order?

We aim to ship all UK (non pre-order) orders to arrive within a minimum of 2 and a maximum of 5 business days of the order being placed. 

For non UK orders we aim to ship your items within a minimum of 2 business and a maximum of 7 business days of the order being place. The arrival date of your order will vary depending on the country of entry, but should - on average - arrive within 7-10 days of the order being placed. 

Please note that there may be delays with delivery providers due to Covid-19, that are outside of our control. There are also a number of customs delays for orders going to countries outside of the UK. These are again outside of our, and the delivery providers control.

How much will the postage be?

Free UK shipping on orders over £150. Free rest of the world shipping on orders over £350.

For UK orders under £150 shipping is £4.95. For non UK orders under £350 the shipping total will depend on the order country.

The full shipping total will be confirmed at the checkout before payment is taken. Note non UK orders may also be subject to a customs charge at the country of entry.

Pre-order

How does pre-order work? 

To ensure that we don't have wasted stock, we make very small order runs of each style. The way we work with our factory, and the hand made nature of our pieces means that we can do this. When we receive enough 'back in stock' notification sign ups for a style, we put it back on order, and open a pre-order for that piece.

The pre-order numbers are based on the order we are awaiting from the factory, the number of pieces in that order is based on the demand we have on our waitlist. Under each pre-order item you will see an estimated delivery date. This is based on the date we expect to receive the order from the factory and send out to customers. 

When you pre-order a style you are allocated one of the on order pieces, and when they come in to us from our factory, they will be shipped out to you. Covid-19 has meant that there have been delays with some of the pre-order pieces reaching us. We have tried to build in a time buffer to give you the most accurate  delivery date estimate possible, but sometimes we will delivery outside of the estimate. 

If you order a pre-order piece with a non pre-order style, then unless previously agreed, all pieces will be sent in one shipment when the pre-order piece arrives. 

Sizing

How does your sizing work?

For specific sizing information please see the sizing information under each product listing. As a general guide our sizing is as follows:

  • XS - UK 8/10
  • S - UK 10/12
  • M - UK 12/14
  • L - UK 14/16
  • XL - UK 16/18
  • XXL - UK 18/20

If you are unable to find a piece in your size, please let us know and we will try our best to get it made for you. We are working hard on making our size range more inclusive across all pieces. 

Returns

How do I return an item?

If you cancel before the delivery of any goods your money will be refunded and the goods will not be delivered. To cancel your order before shipment, please email jessica@orwellausten.com with the order number and cancellation request. 

We will offer a refund or exchange on an unworn, undamaged item within 14 days of it being received by you. Refunds will be made to the credit or debit card used to purchase the item(s) in accordance with these terms and conditions. 

If you return an item to us because it is faulty, we will include with your refund the postage that you were charged when purchasing the item, and the postage you paid when returning the item to us (this does not affect your statutory rights).

If you are returning an item because it is unsuitable, we shall only refund the cost of the returned item, and you will be fully liable for the postage paid when returning the item to us and when purchasing the item.

Items purchased online can be returned via post within 14 days of receipt of purchase. Refunds will be processed by us within five to seven business days from the date of receipt of the undamaged and unworn item.

O+A is dedicated to offering the highest levels of quality and service. Before returning any product, you must obtain a Return Merchandise Authorisation (RMA) number. You can obtain an RMA number by emailing your request to info@orwellausten.com. Please title the email ‘Returns’. Please indicate in your email the reason why the goods are being returned.

All items being returned in accordance with this clause must be safely and securely packaged to avoid damage in transit. We shall not accept an item for refund if it has been damaged in transit or otherwise.

We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them.