This Shipping Policy explains how orders for children’s knitwear, children’s jeans, children’s dresses, and other products available through our website are processed, prepared, dispatched, delivered, and handled in the event of shipping-related issues. Please review this policy carefully before placing an order.
1. Order Processing
All orders are subject to successful payment authorisation, product availability, and completion of any necessary order verification.
Once an order has been placed, we will begin preparing it for dispatch as soon as reasonably possible. Processing may include payment verification, order review, product preparation, packaging, and preparation of the relevant shipping documentation.
Orders may require additional processing time during periods of unusually high demand, public holidays, promotional periods, operational disruptions, or circumstances outside our reasonable control.
2. Order Confirmation
After an order is successfully placed, customers may receive an order confirmation using the contact details provided during checkout.
The order confirmation confirms that the order has been received. It does not necessarily mean that the order has already been dispatched.
Customers are responsible for ensuring that the email address, telephone number, delivery address, postcode, recipient name, and any other information entered during checkout are accurate and complete.
3. Shipping Destination
Orders will be shipped to the delivery address provided by the customer during checkout.
Customers must provide a complete and deliverable address. This may include the recipient’s full name, building or house number, street name, town or city, postcode, and any other information reasonably required by the delivery carrier.
We are not responsible for delivery problems caused by incomplete, incorrect, outdated, or inaccurate information provided by the customer.
4. Shipping Methods
Available shipping methods may depend on the destination, the contents of the order, product availability, parcel size, parcel weight, and the services offered by the relevant delivery carrier.
Where more than one delivery option is available, the available options will normally be presented during checkout.
The delivery service selected by the customer will apply to the order unless a change is reasonably necessary due to operational circumstances.
5. Shipping Charges
Applicable shipping charges, where required, will be displayed during the checkout process before the customer completes the purchase.
Shipping charges may vary depending on the delivery destination, shipping method, parcel dimensions, order weight, and other delivery requirements.
Customers should review the full order total before submitting payment.
6. Estimated Delivery Times
Any delivery period provided during checkout or in an order communication is an estimate unless expressly stated otherwise.
Delivery estimates may begin from the date the order is dispatched rather than the date the order is placed.
Actual delivery times may be affected by the destination, carrier operations, weekends, public holidays, severe weather, transport disruptions, customs procedures where applicable, seasonal demand, incorrect delivery information, or other circumstances outside our reasonable control.
7. Dispatch Notification
When an order has been prepared and transferred for delivery, the customer may receive a dispatch confirmation.
Where tracking information is available, it may be provided with the dispatch confirmation or separately.
Tracking information may not become active immediately after dispatch because the delivery carrier may require time to scan and register the parcel within its network.
8. Tracking Orders
Where a tracked delivery service is used, customers should follow the tracking information provided for the most recent delivery updates.
Tracking information is supplied by the relevant carrier and may occasionally be delayed, incomplete, or temporarily unavailable.
A tracking status showing no immediate movement does not necessarily mean that the parcel has been lost.
9. Multiple-Item Orders
An order containing more than one item may occasionally be shipped in more than one parcel.
Items may be dispatched separately due to availability, packaging requirements, fulfilment arrangements, parcel size, or other operational reasons.
Where an order is divided into multiple parcels, those parcels may arrive on different dates.
Customers should check all available dispatch and tracking information before reporting an item as missing.
10. Delivery Attempts
The delivery carrier may attempt to deliver the parcel directly to the shipping address provided by the customer.
If nobody is available to receive the parcel, the carrier may make another delivery attempt or provide instructions regarding collection, redelivery, or another available delivery arrangement.
Customers are responsible for following reasonable carrier instructions relating to unsuccessful delivery attempts.
11. Safe Places, Neighbours and Collection Locations
Depending on the delivery carrier and service used, a parcel may be left in an authorised safe place, delivered to a neighbour, redirected to a collection location, or handled according to the carrier’s normal delivery procedures.
Customers should carefully review any tracking updates or delivery notifications to determine where a parcel has been delivered.
Where customers provide specific delivery instructions, fulfilment of those instructions may depend on whether the carrier considers them safe and reasonably practicable.
12. Incorrect or Incomplete Delivery Address
Customers should carefully check their shipping details before completing an order.
If a customer notices an error in the delivery address after placing an order, the customer should contact us as soon as possible.
We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
If a parcel cannot be delivered because the customer supplied incorrect or incomplete delivery information, additional shipping charges may apply if the parcel must be sent again.
13. Refused and Unclaimed Parcels
Customers should ensure that they are able to receive or collect their order within any period specified by the delivery carrier.
If a parcel is refused, not collected, or otherwise returned because delivery could not be completed, we will review the returned parcel before determining the appropriate next steps.
Any further shipment may require payment of additional delivery costs where the failed delivery was caused by circumstances for which the customer was responsible.
14. Delayed Deliveries
Although we aim to support reliable delivery, delays can occasionally occur.
Possible causes include severe weather, transportation disruption, carrier network congestion, public holidays, local delivery restrictions, technical problems, unusually high parcel volumes, or other events outside our reasonable control.
If a parcel is delayed, customers should first review the latest tracking information where available.
Customers may also contact us if they require assistance investigating a significantly delayed shipment.
15. Parcels Showing as Delivered
If tracking information shows that a parcel has been delivered but the customer cannot locate it, the customer should check the delivery address, surrounding property, any designated safe place, household members, neighbours, building reception areas, and any delivery notification provided by the carrier.
If the parcel still cannot be located after these checks, the customer should contact us promptly and provide the relevant order information.
We may need to request additional information to assist with a carrier investigation.
16. Lost Parcels
A parcel will not necessarily be regarded as lost solely because it has been delayed.
Where a parcel appears to be lost, we may need to contact the delivery carrier and allow the carrier reasonable time to investigate.
Customers must cooperate with reasonable requests for information that may be required to investigate a missing parcel.
Where a parcel is confirmed as lost, we will handle the matter in accordance with applicable consumer rights and the circumstances of the order.
17. Damaged Parcels
Customers should inspect the parcel and products as soon as reasonably possible after delivery.
If a parcel arrives visibly damaged, opened, crushed, wet, torn, or otherwise affected during transport, customers should contact us promptly.
Customers may be asked to provide the order number, a description of the problem, and clear photographs showing the parcel, shipping packaging, shipping label, and affected products where reasonably necessary to investigate the issue.
Customers should keep the original packaging until the matter has been reviewed.
18. Delivery of Children’s Clothing
Children’s knitwear, children’s jeans, and children’s dresses will be packaged with reasonable care to protect them during transport.
Customers should remove and dispose of shipping packaging responsibly and keep packaging materials away from young children where they may present a potential safety risk.
Product packaging may vary depending on the item, size, quantity, and shipping requirements.
19. Events Outside Our Reasonable Control
We will not be responsible for delivery delays caused by circumstances that could not reasonably be prevented or controlled.
Such circumstances may include severe weather, natural disasters, transport disruption, carrier failure, industrial action, government restrictions, public emergencies, local access restrictions, customs delays where applicable, technical failures, or other comparable events.
Where such circumstances occur, we will make reasonable efforts to assist affected customers and support completion of delivery where possible.
20. Shipping Enquiries and Contact Information
Customers who have questions about shipping, dispatch, delivery, tracking, delayed parcels, damaged parcels, or other delivery matters may contact us using the following details:
Company: Orlissa
Address: TREE TOPS, CHURCH ROAD, BURSTOW, HORLEY, RH6 9RG
Email: support@orlissa.online
Telephone: +44 7673259267
When contacting us about an existing order, customers should provide sufficient order information to allow us to identify and review the shipment efficiently.