Frequently Asked Questions
How to Contact Us
Our contact details are always available using "Contact Us" link in the footer of any page of the website: there you will find all the ways you can contact us.
Our dedicated agents work weekends and will reply to you as quickly as possible. We can usually resolve issues or reply with the additional information you request first time however please take a few moments to make sure you included critical information to help us achieve this (order number, waist measurement or the product code you wish to exchange to as examples)
Why doesn't Corset Story offer Phone Support?
Due to the International nature of our brand we have found that we can offer a much better service via email. Most inquiries require us to do a little digging to ensure we get the right information back to you first time; this may involve speaking to other departments, calling couriers or checking garments in the warehouse.
It can be quite frustrating for customers to wait on hold while we do these things. It is much more effective to send your concern to us via email and we will get back to you the second we have done everything required our end.
By registering, will I automatically receive marketing emails from you?
No, we will only send marketing emails to you if you opt in on the welcome email or you have placed an order with Corset Story. If you no longer wish to receive emails from us you can unsubscribe at any time by clicking the link on the emails. Of course our newsletters contain flash sales, incredible savings – and keeps you informed of our latest collections and new designs.
How do I create an account?
To create an account with us, please click “Register” located at the top right of our website. Creating an account will speed up the ordering process and returns if required. It will also allow you to login and track your order and manage online returns.
I am unable to log in to my account/ I have forgotten my password
Please check that you are logging in with the same email address you first registered with. If you are unable to remember your password, please use the ‘Forgot your Password’ link on the login page.
Will my account details be secure?
Yes, your store account details are kept secure. An auto-generated password for your account is sent to your registered email address. This is known only by you. For security reasons Corset Story Ltd do not store payment details, only address and order details.
I have forgotten my password
Not to worry, this happens to all of us at some point! Simply click “Sign in” on the Top Right hand of any page on our website. This will take you to the “Account Login” page, in the middle of the screen you should see a “Forgot your Password” link. Click here and enter the email associated with your Corset Story account, we will then email you link to enable you to reset your password and gain access to your account once more.
The “Forgot your Password” email should have arrived in under 60 seconds, if you do not receive within this time please check your Spam folder before contacting Customer Services for additional support.
Do you guarantee delivery times?
We work very hard to ensure that all orders are shipped out as quickly as possible and have worked with nearly all of the main Global couriers at one stage or another. We select the couriers we work with mainly on their success rate of delivery orders within the stated timelines. Global Logistics is a complicated business and occasionally there are unforeseen delays. These instances are rare and we work closely with the couriers to resolve these issue but unfortunately we can not guarantee delivery times
What shipping options do you offer?
To USA & Canada, we offer our Express shipping service which aims to deliver to you within 1-3 business days. Hawaii & Alaska take a little longer due to the distances involved so it may take up 6 days for you order to arrive (or longer if there's bad weather).
To the rest of the world, we offer a variety of standard & express shipping services depending on your location.
Please bear in mind we ship from the UK so delivery maybe affected by bad weather or other events from time to time.
To see more detailed information about shipping & costs, click on the shipping option at the bottom of any page on our website.
I haven't received any tracking details for my order
Sorry to hear that, it may be that the couriers have not yet scanned your order at their local depot. You can always access your tracking numbers for orders which have been shipped by logging into your Corset Story account. Alternatively feel free to contact Customer Services who will email across your Tracking Link.
Can I amend the delivery option I have selected?
Once your order has been shipped we are unable to make any changes to your order.
However, with both our DHL Express and DPD services, you are usually able to select preferred delivery date or time and/or change delivery location using our shipping partners systems. After your parcel has been dispatched, you should receive an email and/or SMS message from them where you can select these options.
The address on my order is incorrect
Please email customer services as soon as possible. As time is of the essence please include your full and correct delivery address so that we can resolve the problem for you first time
Will I be liable for any customs charges
All orders are shipped from the UK. There is no import due for orders being shipped to UK or EU addresses. If living in the US there is no duty to be paid for online orders under the value of $800. In Australia there is no duty for orders under $1000, the same applies for orders under $400 if you are in NZ.
If you are not ordering from one of the countries mentioned there may be duty to pay on your order.
Do you deliver to PO Boxes or Military Addresses?
No, unfortunately not. We are unable to deliver to PO Boxes or Military Addresses addresses. Please use a standard residential or business address.
What is your returns policy?
If you are not 100% satisfied with your purchase we can arrange a refund or exchange completely FREE OF CHARGE.
To qualify simply notify us within 14 days of receipt of goods by setting up an "Online Return" through your Corset Story account by clicking on the "Returns" option at the bottom of any page on our website.
Please ensure that goods are returned with tags and in the same condition they were received. Provided you have set up your "Online Return" you then have 3 months to return garments to us.
I wish to return an item but I am outside of the Returns Window
Please contact customer Services, we can speak with a manager and see if we can arrange a store credit or exchange for you……no promises though
How long will it take for my payment to be returned to me?
We will process refunds as soon as we have received orders back in our warehouse or a valid tracking number or "Proof of Postage" receipt from you. The easiest way to do this is to upload this info to your Corset Story account in your "Online Returns" manager. Please allow 3-5 working days once we have processed your refund for your bank to clear the refund into your account
If I wish to send an item back for an exchange
Not a problem!
You can set you an "Online Return" through your Corset Story account (simply click on Returns at the bottom of any page).
We offer FREE returns worldwide and we will also cover the cost of exchange items to be shipped back to you!
Can you reserve the item I wish to exchange to?
I am afraid we can not reserve designs you wish to exchange to, however if you can return your item using a Tracked or Recorded delivery service or even provided us with a "Proof of Postage" receipt which you can send to us we can dispatch your requested exchange immediately
I have received an incorrect or faulty item
Apologies, please contact Customer Services . Please do not set up an "Online Return" in this situation, we need to know about the problem and can resolve the issue much faster if you email directly
I would like to exchange my items for more expensive items
This is fine, set up your "Online Return" as normal through your Corset Story account. When we process the return we will add the value of your returns to your Corset Story account in the form of Store Credit. Once complete we will notify you by email and you will be able to place a new order online for your desired item, our fully secure checkout will only charge you the difference between your return and the new items you are purchasing.
Which payment methods do you accept?
We accept Visa, Mastercard, Paypal, JCB, Discover, Amex and a host of local payment methods specific to your country including Amazon Pay, GiroPay and Bank Transfer. A full list of payment methods can be seen on the checkout of our website.
My card has been declined
If your card has been declined, please check that all details you have entered are correct. The billing address must be the address where your card is registered.
If you are placing your order from outside the UK your bank may be holding the payment for security reasons. Please contact your bank to confirm the order.
If your card still fails please try an alternative payment method, or contact Corset Story Customer Services
My order did not go through but I think you have charged me?
If a payment has been deducted from your account and you have not received a confirmation email of your order, please first check your “Spam” folder of your email account. If you do not have a confirmation, please contact customer services with the transaction ID of your payment and we will investigate further for you.
I have received an additional charge on my card after placing my order, what is this charge?
If you are purchasing from outside the UK your bank may charge additional fees for international payment. This charge is at the discretion of the bank and is out of our control. These charges are most commonly incurred when using a credit card.
How secure is your website?
Our website is based on the Shopify eCommerce platform which holds Payment Card Industry Data Security Standard (PCI DSS) Level 1 compliance. This means we have the required levels of security and compliance, as defined by the Payment Card Industry, to run an eCommerce store.