Frequently Asked Questions

There are many factors that can cause a payment to decline. To help ensure this doesn’t happen when you retry, please try the following: 

1. Check the card details are correct; including the expiry, security code, and billing address.
2. If you are using a form of payment such as Apple Pay or Google Pay, ensure your details are up to date.
3. Instead of selecting the billing address ‘same as shipping address,’ please untick this option and try typing out the address.
4. Your bank has likely declined the payment. You may wish to call them to find out why.

Please note: You will NOT be charged unless you receive an order number. There may be times when your bank withholds the amount of your declined payment. If you see any pending transactions on your bank statement, please contact your bank to confirm when these funds will be released.

Fraudulent: An order may be marked as fraudulent if you have entered the wrong shipping and payment details. To help ensure this doesn’t happen when you retry, check that the card details are correct, including the expiry, security code, and billing address.

Stock Discrepancy: You will receive an email if your order has been cancelled due to a stock discrepancy. Please check your Inbox, Junk, and Spam folders. If you have not received an email, reach out to our Customer Support team via our live chat / Contact Us

Digital Gift Cards: To purchase a digital gift card, follow the link here. Once you have filled in the details, press ‘ADD TO BAG’ and complete the payment at checkout. Once purchased, the digital gift card is emailed to your recipient within 30 minutes.

Physical Gift Cards: To purchase a physical gift card, follow the link here. Select the gift card amount, then ‘ADD TO BAG’ and follow the prompts. Physical gift cards are delivered via post, so be sure to order in advance for any special occasions. Physical gift cards can also be purchased at our ORSOYA DARCHI Store.

Gift cards are FINAL SALE and cannot be refunded for monetary value. Please read the full Terms & Conditions here.

First step is the fun part; you get to go shopping! Choose the items that you desire and head to the checkout when you’re ready.

Redeeming your code on a Mobile

1. Before submitting any details at the checkout, tap ‘Show order summary.’
2. Underneath your pictured items, enter the code in the box that says ‘Gift card or discount code.’
3. You may need to press ‘Go’ or ‘Enter’ on your mobile keypad. Once applied, you will see the discount code confirmed and your total will be recalculated.

Redeeming your code on a Desktop Computer 

1. Before submitting any details at the checkout, look to the right-hand side of your screen.
2. Underneath your order summary, you will see a box that says ‘Gift card or discount code.’
3. Enter your unique code and click ‘APPLY.’ You will then see the discount code confirmed and your total will be recalculated.

To view delivery information and pricing, please visit our Shipping Page here.

To view delivery information and pricing, please visit our Shipping Policy here.

DOMESTIC (Hungary): HU

EU (except Hungary): AX, AL, AD, AT, BE, BG, BA, BY, CH, CY, CZ, DE, DK, ES, EE, FI, FR, FO, GR, HR, IE, IS, IT, XK, LI, LT, LU, LV, MC, MD, MK, MT, ME, NL, NO, PL, PT, RO, SJ, SM, RS, SK, SI, SE, VA

INTERNATIONAL: CH, GB, HK, IL, JP, KR, MY, NO, NZ, SG, US, DZ, AO, AC, BJ, BW, IO, BF, BI, CM, CV, CF, TD, KM, CG, CD, CI, DJ, EG, GQ, ER, SZ, ET, TF, GA, GM, GH, GN, GW, KE, LS, LR, LY, MG, MW, ML, MR, MU, YT, MA, MZ, NA, NE, NG, RE, RW, ST, SN, SC, SL, SO, ZA, SS, SH, SD, TZ, TG, TA, TN, UG, EH, ZM, ZW, AF, AM, AZ, BH, BD, BT, BN, KH, CN, CY, GE, IN, ID, IQ, JO, KZ, KW, KG, LA, LB, MO, MV, MN, MM, NP, OM, PK, PS, PH, QA, SA, LK, TW, TJ, TH, TL, TR, TM, UZ, VN, YE, AX, AL, AD, BY, BA, FO, GI, GG, IS, IM, JE, XK, LI, MD, MC, ME, MK, RU, SM, RS, SJ, UA, VA, AI, AG, AW, BS, BB, BZ, BM, VG, BQ, KY, CR, CW, DM, DO, SV, GL, GD, GP, GT, HT, HN, JM, MQ, MX, MS, NI, PA, SX, BL, KN, LC, MF, PM, VC, TT, TC, CX, CC, CK, FJ, PF, KI, NR, NC, NU, NF, PG, PN, WS, SB, TK, TO, TV, UM, VU, WF, AR, BO, BR, CL, CO, EC, FK, GF, GY, PY, PE, GS, SR, UY, VE

Delivery time frames will depend on your location, as well as the date and time of your order. To view delivery information and pricing, please visit our Shipping Page here.

Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you wish to view the status and tracking of multiple orders, you can do this from your account login. Please note:

1. Some orders may be shipped from multiple locations, and your items may be delivered on different days.
2. When an item is traveling overseas or across state borders, it may take a few days to update on your tracking.
3. If your expected delivery date has passed, please allow 1-3 business days for tracking updates to occur. If your order is more than 3 days overdue, please contact the parcel carrier or our Customer Support Team will be happy to investigate for you. Contact Us

We always do our best to ensure your goodies are packed and prepared carefully, however, we understand that damage may occur in transit, or otherwise. If you have an item which appears to be broken or faulty, we would love to help make things right. Please reach out to our Customer Support Team and be sure to include photos of the item(s). This will help us determine the probable cause and work on a speedy solution for you. Contact Us

ORSOYA DARCHI cannot change address, cancel or edit orders once they have been placed. Please follow our return process if your order is incorrect. Our returns information can be found here.

We do our best to ensure that anticipated delivery dates on pre-order items are accurate. However, delivery times cannot be guaranteed and ORSOYA DARCHI takes no responsibility in the event that pre-order items are delayed. Please note that multiple item orders (including pre-order items) will be dispatched once all items are available.

Submit a return request

SELF-SERVE RETURN SERVICE

The purchaser can easily manage the return and refund process through our self-serve return service, available here after a successful delivery, or click the profile icon in the store's navigation.

STEP 1 | Log in to your account:

1. In the "Email" field, enter your email address, and then click "Continue".
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.

STEP 2 | Click "Request return" for the order that you want to submit the return for.

1. If your order has more than one item, then select the items that you want to return.
2. Select a return reason and add a note for the store.
3. Click "Request return".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

Ready-to-ship products
(excluding customised products and other exclusions), limited edition gowns, and garments under 2,000 EUR that are in perfect condition are eligible for a refund, store credit, or exchange. Refunds are processed back to the original account or card.

Gowns
Ready-to-ship gowns and made-to-order gowns in standard sizes over 2,000 EUR are not eligible for refunds due to a change of mind, but we will accept an exchange for another size, style, or store credit if the garment is in perfect condition. Gowns made in a custom size are not eligible for return or exchange unless faulty.

Products
Customers must return their product within 5 days of receiving it using ORSOYA's preferred carrier. The product must be in perfect, resellable condition. Complete the return slip with your details, reason for return, and preference for a refund or exchange. Include this slip in your return parcel.

Gowns
Must be returned within 5 days using ORSOYA's preferred carrier (DHL). The gown should be perfect and resellable for exchange or store credit. Upon receipt, a quality check will confirm its condition. Store credit is valid for 2 years. Contact Us for arrangements.

Return address
ORSOYA DARCHI Kft. "Returns"
Street: Liget u. 2.
City: Hajduszoboszlo, ZIP: 4200, HUNGARY

Custom Size Gowns
Not eligible for return or exchange.

Customised Products
Not eligible for return or exchange

Sale Items
Final sale, not eligible for return or exchange.

Inspect your order upon receipt and Contact Us if defective or incorrect.

You can cancel or return your order within 14 days for any reason. The item must be unworn, unused, with tags, and in its original packaging. Keep your receipt or proof of purchase.

Once your return is received and inspected, we will notify you about the refund status. Approved refunds will be processed to your original payment method within 10 business days. If delayed, contact us here.

Contact Us for any return questions.

For measured sizing and international size conversion, you can view our size guide here. If you would like personalized assistance with selecting your size, contact us here.

ORSOYA DARCHI is a niche brand offering exclusive garments. Due to the limited nature of our pieces, we cannot guarantee that the item will be restocked. However, if you notice a style is sold out, we encourage you to sign up for restock notifications. To sign up for this notification, select the style and size, then click ‘NOTIFY ME WHEN IN STOCK.’ Simply enter your email address and we will let you know if it becomes available.

Directions for garment care
For each product, you can find information for optimal care of your garments both on the product's page as well as on the labels of our garments.

ORSOYA DARCHI is not responsible for applicable customs fees, import duties, taxes, or any other charges for international orders.

For international orders, you will be responsible for all duties, taxes, and customs charges, which will be calculated at the time of your order. We calculate and collect the GST, duties, and/or taxes during checkout. This will vary by country and are based on many factors, including location, material, item value, etc.

Contact the customs office in the destination country for information about any applicable duties, taxes, or fees. In the European Union, duties and taxes can be 20% or more of the total declared value of your order.

Please note if you refuse any shipments upon delivery, you will still be responsible for duties, taxes, and customs fees incurred in shipping the package.

Any fees that are due will be collected upon checkout of the order, and any additional international fees not paid at checkout will need to be paid by the customer to the local carrier within your country.

Customs authorities require that we state the full value of your order directly on your package. Customs agents have the right to release or deny release of your package, and in rare cases, they may also delay delivery. Some countries may require additional fees paid Collect on Delivery (COD). If your order does require these additional government charges, they must be paid by you in order for your package to clear customs.

Duties & Taxes are non-refundable once your order has shipped. Any items returned will not be eligible for a refund by ORSOYA DARCHI on the Duties & Taxes associated. Duties and VAT are collected on behalf of the Government; therefore, it is the Government who would give a refund, if applicable. Countries tend to have some system for refunding Duties and/or VAT, but the customer needs to go through the appropriate government agency (usually Customs) and provide the requisite documents.

NOTE: ORSOYA DARCHI does not make any profit on our shipping services to international customers and has made every effort to minimize our international shipping charges. ORSOYA DARCHI is also required by law to disclose the full value of the package contents.