Returns Policy

 

HOW DO I RETURN MY ORDER?

  • Please contact us on returns and we will guide you through the process

WHAT IS THE RETURNS POLICY?

We hope you’ll be satisfied with all our products but in the event you’re not, you can return it to us in the same condition you received it for an exchange or refund.

You can return items back to us for a refund or replacement, if:

  • The items have not been worn or washed
  • The labels remain attached
  • The items are returned inside the returns period.
  • In the event the items have been opened there will be chargeable 20% restocking fee on the value of the item.

WHAT IS THE RETURNS POLICY?

  • We hope you’ll be satisfied with all our products but in the event you’re not, you can return it to us in the same condition you received it for an exchange or refund.
  • We have gone to great lengths to implement quality checks at several stages of our business to ensure the products you received are not faulty. And so, we have the right to refuse the return if we can establish the faults against our records
  • As this is underwear it is unhygienic to return goods that have been tried on or worn and so we have a strict not refund policy on anything we deem has been worn that will be checked once we receive the goods back in stock.You can return items back to us for a refund or replacement, if:
    • The items have not been worn or washed
    • The labels remain attached
    • The items are returned inside the returns period.
    • In the event the items have been opened there will be chargeable 20% restocking fee on the value of the item.

WHAT ITEMS CANNOT BE RETURNED?

  • Most items you buy can be returned for a refund or exchange if you change your mind, with the following refund exceptions:
    • Gift cards are non-returnable & cannot be refunded.
    • Hygiene reasons – if this applies it will be clearly stated on the product page, before you purchase, that the item is non-returnable.
    • Gift boxes won’t be refunded if the items are returned. If you chose a gift box with your original order you may want to keep this.
    • Delivery charges won’t be refunded unless the goods are faulty.
    • Hosiery cannot be returned once opened

WE MAY NOT FULLY REFUND IF THE VALUE OF AN ITEM IS DIMINISHED BY SOMETHING YOU’VE DONE FOR EXAMPLE:

  • Worn
  • Marks/make up/fake tan
  • Glitter
  • Lotions
  • Items not tried on over own underwear

DO I HAVE TO PAY RETURN POSTAGE?

  • We only pay for returns on faulty items. All other reasons are paid for at customers expense. If we find the item was not faulty prior to the initial order delivery from our dept we reserve the right to withhold and not apply the refund.
  • When returning from other countries you will need to pay return postage
  • Please keep your proof of postage until you’ve received your refund or replacement items.

WHAT IS THE RETURNS PERIOD?

  • UK Returns need to reach us within 28 days of receipt unless you have told us you wish to cancel your order
  • If your item was shipped outside of the UK, your return needs to reach us within 38 days of receipt
  • We may accept a returned item received outside the 28 days return period, but late returns will be credited via an e-gift card to the value of the return, which will be valid for 12 months.

I’VE LOST MY RETURNS / ADDRESS LABEL?

Not a problem. If you are missing this form simply enclose a note with the return with the following information:

  • Order/shipment number (if known)
  • Your name and address (or the person that ordered the goods, if not you)
  • Contact phone or email
  • Return reason for each item
  • Details of refund or replacement required for each item
  • Please contact us on returns for the returns address

I NO LONGER HAVE THE PACKAGING.

If you no longer have the original packaging, then please use any suitable packaging that will sufficiently protect the items in transit.

I FORGOT TO INCLUDE MY RETURNS SLIP – WHAT SHOULD I DO?

  • If no return instructions are enclosed, we’ll refund you for the returned items. However, if you let us know ahead of time what replacement items you require, we can add a note to your account for you. Please contact us on returns

CAN I CANCEL MY ORDER?

If you are a customer of the European Union then you can cancel an order up to and including the 14th day after its delivery, with some exceptions.

If you wish to cancel your order, you’ll need to:

  • returns
  • Ensure we receive the items no later than 14 days after telling us you wish to cancel your order
  • You must return the items in the same condition as they were received

HAVE YOU RECEIVED MY RETURNS PACKAGE?

  • We’ll send you an email to let you know once your return has arrived back safely, and it will then be processed following your instructions on your return’s paperwork.

HOW LONG DOES IT TAKE FOR A RETURN TO BE PROCESSED?

  • Once we receive your return, we’ll process it as quickly as possible for you, but do ask that you allow up to seven days from when we received it.

WHEN WILL I RECEIVE MY REFUND?

  • Refunds will be credited back to your original payment method used to place the order
  • The length of time it takes to refund back to your account will depend on your payment provider
  • As soon as your refund has been submitted we’ll send you an email to let you know
  • Please note delivery charges are non-refundable unless the goods are faulty

WHEN WILL I RECEIVE MY REPLACEMENT?

  • Allow 7 days after we confirm receipt of your returns for it to be processed
  • Replacements are shipped to you free by standard delivery. If you’d like them to be sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will be charged to your card.
  • You will receive an email once your replacements have been despatched

I’VE RECEIVED MY REFUND, BUT I REQUESTED A REPLACEMENT.

  • We can’t guarantee that the replacement items you requested on your returns form will still be available by the time the return is processed
  • If a replacement item is not available, then a refund will be processed instead
  • If a replacement is in the Sale or low in stock, you might want to place a new order and return the unwanted item for a refund

WHY HAVE BEEN CHARGED MORE FOR MY REPLACEMENT?

  • Please check the item you are returning is lower in value
  • The item you are returning is a different colour/item
  • The item you requested is no longer on sale/promotion.

CAN I REQUEST A REPLACEMENT ITEM WHICH IS HIGHER IN VALUE?

  • If you’ve asked for replacements of a higher value than what you’ve returned it will depend on the payment method, you used on the original order:
  • If you paid using a card, then any difference will be charged to the card used to pay for the original order unless you request otherwise
  • If you paid using PayPal, then unfortunately we cannot take additional funds and you’ll be refunded for your returned items instead. You will need to place a new order.
  • If you paid using only a gift card, we can process replacements of a higher value, if there is enough balance left on the gift card. If there are insufficient funds, then a refund will be processed back to your gift card and you can then place a new order.

DO I HAVE TO PAY FOR SHIPPING AGAIN FOR MY REPLACEMENT?

  • If you’ve asked for replacements, you won’t be charged again for shipping
  • Replacements are shipped to you free by standard delivery
  • If you’d like them to be sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will be charged to your card.

HOW DO I RETURN A FAULTY ITEM?

If anything, you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer the following as appropriate in the circumstances.

  • A full or partial refund
  • Repair
  • Replacement

Please contact us on returns to arrange return of a faulty item.

HOW DO I RETURN ITEMS THAT ARE GIFTS?

  • Items received as a gift can be returned. However, refunds can only be sent to the original payment card
  • Please be aware that the person who bought the items will automatically receive an email about returns, refunds or replacements
  • If you’d like replacement items costing more than the returned items, please make sure you have the cardholder’s permission before requesting these from us
  • Alternatively, you can pay any difference with your own card – just add a note on the returns form that you’d like to do this. Do not write these details on the returns paperwork as this is not secure
  • Once we’ve confirmed receipt of your return, please contact us on returnswith your card details for the extra payment.
  • For hygienic reasons this item cannot be replaced or returned. In the case you change your mind the packaging must be unopened, and the items must not have been worn. We refuse the right to refund if these conditions have not been met when receipt of the item has been returned to us.