Delivery & Returns
DELIVERY
New orders are currently taking around 4-8 weeks plus shipping time. This enables us to source materials not in stock (such as custom colours), develop patterns, and assemble your order. If you require your order for a specific date, please get in touch for an express service.
All items are usually shipped with FedEx. Exceptions will sometimes occur subject to availability and at our discretion. FedEx is used as standard for all UK orders. If your package is lost or damaged in transit by FedEx or other courier used by us (DPD or DHL) we will replace your order - just make sure to photograph the damaged package before opening in case of damage to the contents, and then photograph the damages to item(s) before wearing them. Any items that have been worn or shined by yourself cannot be returned.
If you prefer we use an alternative courier for your order, such as Royal Mail, please let us know at checkout. The cost may vary from out standard shipping fees, and we are not responsible for lost packages when an alternative courier is used. Therefore we highly recommend using one of the three couriers listed above. If you are unsure, please contact us for more information. If you wish for us to avoid using a specific courier, please also let us know before placing your order so we can check courier availability/suitability.
For all delivery services, we cannot offer a refund in the event the order does not arrive by a specified date - this includes postage (postage must be claimed through the courier). Should you require your item for a specific date, please leave plenty of time to allow for any potential issues with customs and delivery. We are not responsible for delays due to shipping and cannot accept returns as a result of orders delayed in transit.
If you need your item(s) for a specific date, you must let us know before you place your order so we can advise whether a rush upgrade is necessary. Rush upgrades can be purchased after ordering if necessary and subject to availability.
Delivery within the UK
After your item has been made, it will be shipped using FedEx (where available) unless another service has been requested. This is a fully insured, estimated next day service. For guaranteed delivery options, please get in touch. Please note, that guaranteed delivery options are guaranteed by the courier and not by Dark Virtue Designs. Any refund for delays for guaranteed shipping options need to be claimed via the courier, governed by the courier's terms.
International delivery
After your item has been made, it will be shipped using a reliable insured international courier, usually FedEx, unless another service has been requested. Most international deliveries usually take 1-3 working days but this is not guaranteed, and can take 1-2 weeks.
Orders with upgraded shipping (which is different from rush orders with upgraded production) will be shipped using FedEx. This service is estimated to take 1-3 working days depending on your location. We are based in the UK, so the distance to you from the UK is what will affect the delivery time in this case. Delivery to Europe and the USA is estimated at 1-2 working days, whereas Australia is estimated at 3 working days. If you are unsure, please contact us for information.
Dark Virtue Designs is based in the UK and is not VAT registered, meaning our customers do not pay VAT at point of sale, regardless of customer location. All orders being shipped outside of the UK are subject to import duties and VAT applicable to the destination country. These fees are not the responsibility of Dark Virtue Designs, nor are these fees charged by Dark Virtue Designs. Some couriers may invoice fees after delivery to expedite customs clearance and delivery times. If you are unsure, please check with your country's customs regulations to find out your local VAT and duty rates.
RETURNS
Returns are unavailable on any made to order items, both standard sizes and made to measure. Ready to ship items are returnable if you change your mind - just contact us within 14 days of receipt of your item and then return it to us (at your expense) within 14 days if shipping within the UK, or 28 days for international orders. We do not accept returns on any sale items or any lingerie, catsuit, bodysuit, or any other garment intended for wear in the genital region for hygiene reasons. Any returned items must be returned unworn and in the condition it was received. Please do not shine your pieces until you have decided you wish to keep them as we do not accept returns of shined items (even if washed afterwards). Shipping fees are non-refundable unless your item arrives damaged. All items are checked and photographed before dispatch.
On rare occasion, exception may be made to our returns policy on made to order items, for which a 30% handling and restocking fee is charged, based on the full cost of the item(s) accepted for return. Delivery and rush fees are non-refundable. Exceptions are made entirely at our discretion and will not be accepted in most cases due to the difficulty of reselling pieces made to a specific size and colour.
In order to avoid issues with sizing, we recommend choosing a made to measure option, or contacting us to advise which standard size might suit you. We cannot accept responsibility for items ordered in the wrong size, but if this does happen we would be happy to make adjustments for a tailoring fee (price will vary depending on the complexity of the modification required). It is not always possible to adjust a garment to fit, and in some cases may need to be remade, so it is best to make sure issues with fit are avoided before ordering by discussing it with us, or ordering made to measure.
Cancellation is only accepted within 48 hours of ordering, excluding items marked "ready to ship" and items with a rush fee applied - if production has begun and you wish to cancel without these times, then you may be eligible to cancel for a fee (to recover costs that we are unable to recover from purchased, used, or cut materials). If you wish to cancel an order with "ready to ship" items, contact us and we will cancel your order if it has not yet been dispatched. Rush orders are sometimes put into production within an hour of receipt of the order so cancellation is not possible for rush order items. You are welcome to contact us to request cancellation of a rush order, but it is at our sole discretion.