Refund policy
Returns & Exchanges
Because Sometimes Things Don't Go Quite As Planned
We want you to absolutely love your Ghost Orchid Luxe purchase.
Every piece is produced specifically after an order is placed, and we work with our production partners to create and ship your order as quickly as possible. Because of this, we're unable to accept returns or exchanges simply because you changed your mind, ordered the wrong size, or decided that perhaps you didn't actually need another gorgeous bag.
(We both know you probably did.)
That said, we absolutely want to know if something went wrong with your order.
If your item arrives damaged, defective, or isn't what you ordered, please contact us and we'll work with you to make it right.
✦ Returns & Exchanges
Do you accept returns?
Not in most cases.
Because our products are made specifically for each order, we generally cannot accept returns or exchanges for:
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Incorrect size selected by the customer
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Change of mind or buyer's remorse
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Accidental orders
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No longer wanting the item
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Slight differences in color caused by individual screens or displays
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Minor variations that are normal characteristics of the material
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Products that have been worn, washed, altered, damaged, or otherwise used
Please carefully review the product description, measurements, size chart, materials, and care instructions before placing your order.
If you're unsure about sizing, materials, or whether a particular product is right for you, please contact us before ordering. We're happy to help whenever we can.
✦ Damaged or Defective Items
What if my item arrives damaged?
If your item arrives damaged, please contact us within 30 days of delivery at:
Please include:
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Your order number
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A description of the problem
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Clear photographs of the damaged item
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Photographs of the packaging, if applicable
Please do not throw away the item or packaging until we've had an opportunity to review the issue.
Once we receive the necessary information, we'll work with you to determine the best resolution.
Depending on the circumstances, this may include a replacement, repair, refund, or another appropriate solution.
What if my item is defective?
If you believe your item has a manufacturing defect, please contact us within 30 days of delivery.
We'll review the issue and work with our production partner to determine whether the item qualifies for a replacement, repair, refund, or another resolution.
Please provide photographs and a description of the issue so we can properly evaluate it.
✦ Wrong Item or Missing Item
What if I received the wrong item?
Mistakes happen. We're human. Our production partners are human.
If you receive an item that is different from what you ordered, please contact us at:
within 30 days of delivery.
Please include your order number and photographs of the item you received.
We'll work with you to get the correct item to you.
What if something is missing from my order?
Please contact us as soon as possible at support@ghostorchidluxe.com with your order number and information about the missing item.
We'll investigate the order and determine the appropriate next steps.
✦ Wrong Size
What if I ordered the wrong size?
We cannot accept returns or exchanges because the customer selected the incorrect size.
Our products are made specifically after an order is placed, which means we cannot simply put an unwanted item back into inventory and sell it to someone else.
Please check the size chart and product measurements carefully before ordering.
If you're unsure between sizes, please reach out to us before placing your order. We'd much rather help you choose the right size than have you end up with something that doesn't fit.
✦ Color & Material Variations
What if the color looks slightly different than it did on my screen?
Screens and devices can display colors differently.
Because of this, slight color differences between your screen and the finished product are possible and are not considered a defect.
We put significant time and effort into our product photography and digital mockups to represent our products as accurately as possible, but digital images can never guarantee that the color will appear exactly the same on every screen.
What if my leather has natural variations?
For genuine leather products, variations in grain, texture, markings, and tone can occur naturally.
These characteristics are part of genuine leather and are not necessarily imperfections.
In fact, they're part of what makes each piece unique.
✦ Cancellations & Order Changes
Can I cancel my order?
We can try.
Because our production partners work quickly, cancellation requests must be submitted within 24 hours of placing your order.
After that time, your order may already have entered production and may no longer be able to be cancelled.
To request a cancellation, contact:
as soon as possible.
Please include your order number.
Submitting a cancellation request does not guarantee that the order can be cancelled.
Can I change my order after placing it?
If you need to change something about your order, please contact us immediately.
We'll do our best to make the change if your order has not yet entered production.
Once production has begun, changes may no longer be possible.
✦ Limited Edition Pieces
Are Limited Edition pieces eligible for returns?
Limited Edition pieces are produced specifically for the customer and are subject to the same return and exchange policy as our other made-to-order products.
Because these pieces are intentionally produced in limited quantities, we cannot accept returns or exchanges simply because you changed your mind or selected the wrong size.
However, defective, damaged, or incorrect items are still covered by our resolution process.
✦ Gift Purchases
Can I return something I received as a gift?
Our standard return policy still applies to gifts.
If the item is damaged, defective, or incorrect, please contact us at:
We'll do our best to help.
✦ Before You Order
Because our products are made specifically for you, we strongly encourage you to take a few moments before placing your order to review:
✓ Product measurements
✓ Size charts
✓ Materials
✓ Product descriptions
✓ Care instructions
✓ Customization options
✓ Estimated delivery times
And if you're still unsure?
Ask us.
Seriously.
We'd rather answer a question before you order than try to fix a problem afterward.
✦ Our Promise
While we cannot promise that every order will be completely problem-free, we can promise that we'll take legitimate problems seriously.
If something arrives damaged, defective, or incorrect, don't feel like you're being difficult by contacting us.
That's what we're here for.
We want you to feel confident purchasing from Ghost Orchid Luxe, and we will always do our best to treat our customers fairly and respectfully.
✦ Questions?
If you have a question about our Returns & Exchanges Policy or you're unsure whether your particular situation qualifies for assistance, please contact us before making assumptions.
Email: support@ghostorchidluxe.com
We're a small business, not a mysterious luxury conglomerate hiding behind a twelve-page automated support ticket system.
There's an actual human on the other side.
And yes, she reads the emails.
Ghost Orchid Luxe
Dark Decadence, Born From The Shadows