We hope you are delighted with everything you buy from us. However, if you are not completely satisfied with your purchase we will exchange or refund your purchase subject to our terms and conditions. This does not affect your statutory rights.
Our returns policy allows you 14 days to return the item unworn and in its original undamaged packaging alongside your order number and a brief note stating the reason for the return. The returned item must be in its original condition to enable us to re-sell it or return it to our supplier if it is defective.
Please contact us within 7 days from your order being delivered by Royal Mail. You may be subjected to a shipping charge.
This is in accordance with the The Consumer Contracts Regulations (previously the Distance Selling Regulations)
The following links can tell you more about this:
If you wish to return or exchange the item(s) for any reason, the following terms and conditions apply:
Before returning an order you must email us first and we will send you a returns number. All items must have a returns number or goods will be returned to sender. This does not affect your statutory rights.
- Fill in the form provided on your dispatch note, or download a form here and include in your return.
- Using the return address label (shipping is not included) provided on your dispatch note, return your item/s within 14 days of delivery.
- All goods must be returned in their original condition and in their original packaging
- Hosiery cannot be returned if the packaging has been opened.
- Intimate items of underwear cannot be returned if they have been worn or soiled.
- Be sure to try on briefs/intimate items over your own lingerie as we will not accept any returns which have worn or soiled.
- If you are returning from outside the UK, please mark the package as "Returned Goods" on your customs declaration.
RETURNS POSTAGE AND SHIPPING
We recommend you send your items back using a tracked postage option, as we cannot accept responsibility for goods lost in transit.
We cannot refund the cost of the return postage for items returned which are not faulty or where we have made no errors in the order.
Refunds and exchanges are processed on the following Monday after receiving the goods, please allow approximately one week for the items to be checked.
Please also state whether you require an exchange (for the same item in a different size, or an alternative product) or a refund.
Once your return arrives in an acceptable condition a refund or replacement will be processed.
Should you decide to exchange a product your replacement item will be sent within 1 working day after we have received the original item.
We are not able to offer a refund or exchange on an item where a customer does not have proof of posting should the item not arrive safely.
No refund can be offered for items which appear to have been worn or are not returned in original inner packaging.
A full refund including return postage costs will be made if we have made errors with your order or the item was defective on arrival.
The returned item must be in its original condition to enable us to re-sell it or return it to our supplier if it is defective.
CANCELLING AN ORDER
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
There are some circumstances where the Consumer Contracts Regulations will not give you a right to cancel and there are some goods you cannot return if you simply change your mind, including:
- CDs, DVDs or software if you have broken the seal on the wrapping
- perishable and other items which deteriorate rapidly, such as food and flowers
- tailor-made or personalised goods
- earrings and piercing items
- underwear and intimate items
They also include goods with a seal for health protection and hygiene reasons which has been broken.
If you decide to cancel an order you will charged the shipping and packaging costs we incur sending an item to you and also for the shipping and packaging costs for returning the item.
Should you change your mind regarding an order, please contact us as soon as possible. Our orders automatically start being processed within 15 minutes of being placed, with an aim for same/next day dispatch, therefore we are sometimes unable to pull an order from the warehouse. Contact us as soon as you can, and we will do our best to help!