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Returns

RETURNS

 
 

 

ORDER CANCELLATION: PRE-SHIPMENT

Unfortunately we cannot amend or cancel your order after it has been made, so please check to make sure your order is correct before you confirm the order. If you need to make a return please follow the Order Cancellation - Post Shipment guidelines below.


ORDER CANCELLATION: POST-SHIPMENT

You may cancel your order up to 30 working days from receipt of your purchase. You will be invited to return the goods in an unopened and unused state for refund. Please see our Returns Policy below for more information.


RETURNS POLICY - CANCELLATION OF ORDER

All goods purchased from Us can be returned for refund within 30 working days from receipt of goods[*].

Please contact us for a Returns Authorisation Number before returning any goods back to us. We need to know the reason for the return and whether plus the returned goods are unused. You will need to include your Returns Number in the parcel. Failing to include this will result in a delay processing your return.

For hygienic reasons, we ask customers to only open and try on items when they are happy it suits their needs. The following items: underwear, panties, stockings and swimwear might not be refunded if found to be worn.

In addition:

    • [1] It is your responsibility to take due care of items in your possession. Returned items must be suitable for re-sale, undamaged, unworn, in its original condition, in its original packaging, with all original packaging included with the return. All packaging must be returned with the item, and be in no-way missing or damaged. We are unable to refund items opened from a sealed package. We inspect all returned items.

    • [2] You or your courier are responsible for the goods until they reach our warehouse. The risk and cost will be your responsibility, so please ensure you use a tracked and insured return service like Royal Mail 'Signed For', or similar.

    • [3] Outbound shipping costs, insurance, or packing fees are non-refundable.

    • [4] Refunds are typically processed within 5 days of receipt by us, however, for the avoidance of doubt we promise to refund within 30 working days of receipt of the return back to us. We will not be responsible for any interest you may incur as a result of the refund being made outside of your credit/debit card timescales.

    • [5] Only return goods to the address given to you by Customer Services; and ensure this is complete with your Returns Authorisation Number. Not following these instructions will cause delay in processing your return.

    • [6] Returns that we receive outside of this Returns Policy will be deemed 'In Dispute', and such items will not be refunded. We will be happy to re-ship such items back to you, otherwise items will be destroyed within 91 calendar days from their receipt back to us.

    • [7] We do not operate an exchange policy. We are unable to replace an item until the original has been received by Us. If you are in a hurry, please place a second order and return the item to us at a later date.

[*] "14 working days from receipt of goods" shall be defined as 14 working days after the date of signature of receipt of goods


RETURNS POLICY - FAULTY GOODS

If a product is faulty, please let us know immediately so we can refund or exchange the item. Please immediately contact our Customer Service Team so that we can assist you and give you a Returns Authorisation Number. Please ensure you contact us within 14 working days of delivery, where this was not apparent on reasonable inspection, within 14 calendar days after discovery or 30 calendar days after receipt by you, whichever is the earlier. Please ensure you include your Returns Number in the returned parcel as failure to do so will result in a delay in processing your return.

In addition:

    • [1] We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.

    • [2] Only return goods to the address given to you by Customer Services; and ensure this is complete with your Returns Authorisation Number. Not following these instructions will cause delay in processing your return.

    • [3] Returns that we receive outside of this Returns Policy will be deemed 'In Dispute', and such items will not be refunded. We will be happy to re-ship such items back to you, otherwise items will be destroyed within 91 calendar days from their receipt back to us.

We are unable to replace an item until the original has been received by Us. If you are in a hurry, please place a second order and return the item to us at a later date.


PRODUCT GUARANTEE

All of our products come with our 30 day guarantee, where you may return faulty goods for exchange or refund of the original purchase price. This does not effect you Statutory Rights.


I HAVE LOST MY RETURNS NOTE.

Please Contact our Customer Service Team with your issue, order number and full name.


HAVE YOU RECEIVED MY RETURNED GOODS?

We will send you a confirmation via email, when we have received your item so that we can issue your refund. If it has been over 10 working days, please Contact our Customer Service Team with your issue, order number and full name.


I HAVE TRIED ON AN ITEM, AND ACCIDENTALLY MARKED IT, CAN I STILL RETURN IT?

We apologise, but we cannot accept returns that are not in their original condition. If you have further issues, please contact our Customer Service Team with your issue, order number and full name.


I HAVE ORDERED THE WRONG SIZE, DO YOU OFFER EXCHANGES?

We are unable to offer an exchange in this circumstance but will happily refund the unwanted item if you would like to return it to us. In the meantime you can place a new order for the correct sized item. Please consult our Returns Policy - Cancellation of Order above.

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