Returns and Refunds
Returns and Refunds
18.0. We believe that our products will live up to your highest expectations and our service to you must live up to the same quality of our products. Our staff are always happy to advise and help our customers select the best products or help, in the unlikely event of issues. Simply follow the instructions outlined below:
18.1. Under the Distance Selling regulation 2000, you are allowed to open the item to inspect the goods, but NOT use them! Care must be taken to avoid damaging the packaging as you may lose your rights to return the item.
18.2. The ‘goods’ must be returned in their original packaging unused, in undamaged stock condition suitable for resale, with all tags attached. You must pay the carriage cost of returning the goods. The goods must be returned within seven days of receipt of our email confirmation of the return and have given you a returns number.
18.3. If you wish to cancel your order and return the item/s, please send an email to firstname.lastname@example.org with details of your cancellation. You must state your name, a description of the goods, the reason for return and your order number, and await further instructions via email before returning any items. Emails are fine, but please ensure that you ask your email provider for a reader receipt, so that you know that we have received your message.
18.4. Charges for postage on returned goods must be paid for by the sender and when posting goods, it is advisable to keep ‘proof of posting’. A letter enclosed inside, explaining the reason for return must accompany the returned item/s along with a copy of the original invoice. A returns number must be obtained prior to sending your items back.
The returns number must be written on the returned product packaging – Failure to do so could result in a delay or refusal on a refund or replacement!
18.5. All products bought from our website are guaranteed. If a product arrives faulty, you may return it to us for a refund or exchange as per the instructions above (clause 18.3), unless a manufacturer’s guarantee has been issued, in which case you will need to contact the manufacturer.
18.6. Any use of the goods beyond that necessary to inspect them on delivery will invalidate your right to cancel the order.
18.7. If you remove any tags, or the item has been used, cleaned, damaged, soiled, the protective film/covers have been removed or if we believe the items have been damaged due to lack of care by yourself, then we reserve the right to refuse a refund or replacement. Items must also be odour free, including the smell of smoke and perfume. If damage is made when returning the goods back to us, then it is your right to seek compensation from your carrier you used.
18.8. All items must be returned in ‘as-new’ condition. This means lingerie must be unworn, unwashed and retain all its labels and tags.
18.9. Any returned goods that we receive which are outside of our returns policy, will be deemed as “Disputed”. Such disputed items will not be refunded or exchanged and a reason for this decision will be provided if requested.
We are happy to re-ship such disputed items back to you at a cost to yourself; otherwise they will be destroyed within 90 calendar days from their receipt back to us.
18.10. We are unfortunately unable to issue refunds to a third party, only to the card that was originally used.
18.11. Goods returned for exchange or gift vouchers must in all respects be in the condition you received them.
18.12. PayPal refunds can only be issued up to 60 days after the initial order. If for whatever reason we need to refund you after the 60 days have expired, then you will be responsible for PayPal’s charges for receiving the money from us.
18.13. If an order or product has been returned to us that was paid for with a credit note or a gift voucher, then a refund will be issued in the form of another credit note or gift voucher.
18.14. If you have paid p&p on your order, then we reserve the right not to refund this cost to you. If you return an item, we will only refund the cost of the goods to you.
Delivery charges will not be refunded in the case of a return, however, with replacement items, you will not be charged again for delivery.
18.15. As soon as we receive your refunded items, we will process your request and either credit your account or despatch a replacement order. In the event of your substitute item being out of stock, we will be in touch.
18.16. We will not offer a full refund on items returned that have clearly been used and are not in their original condition and packaging. We will charge a re-stocking fee for those items at our discretion.
18.17. Refunds and exchanges are made approximately five working days after receipt of items to allow for inspection. Replacement items held in stock will be despatched within seven working days.
If your chosen substitute is not in stock, we will contact you to ask if you are prepared to wait until we restock the items or if you would prefer a refund.
18.18. We cannot be held responsible for orders lost in transit. We recommend that you send items by recorded delivery and retain the ‘certificate of posting”. This is for your own protection as “proof of posting” is not a “proof of delivery”. If items go missing, it is the customer’s responsibility to claim from Royal Mail and we will help you with any investigation enquiries.
18.19. Before contacting us, please take note of the timescales required to process a refund:
18.19.1 – *For a full refund on your purchase, we need to have notice by email of your refund and reasoning's seven (7) days from receipt of your item. This should give you more than enough time to have checked your purchase for size etc. If you inform us of your wish for a refund AFTER this period, we will offer you either an exchange or a credit note for the value of your purchase.
18.19.2 – We require 5 working days from receipt of a return for us to inspect the item and process a refund.
18.19.3 – Please allow a further 5-10 working days for the refund to be credited to your account. This timeframe is dictated by PayPal, your bank or card issuer and is outside of our control.
The refund for the goods returned will be in the form of the original payment, either to the debit card, credit card used or to your PayPal account.
18.20. Clearance and/or sale items cannot be returned unless they are faulty, so please be sure of your selection before ordering.
This does not affect your statutory rights.
18.21. If you notify us of your cancellation after the seven day statutory cooling-off period, goods returned to us can only be exchanged for replacement goods or gift vouchers.
Goods returned for exchange or gift vouchers must in all respects be in the same condition you received them. This offer applies for three months from the date of purchase and is in addition to you statutory rights.
18.22. If, for any reason, our policy for returns is not adhered to in any way, the item will be returned back to the customer and no refund will be offered.
Packaging the item for return:
18.23. Please package the items you are returning in the same way it was sent to you. Product boxes must be protected with outer packaging without damaging the product box.
18.24. Please do not wrap the original items in packaging tape or stick labels on it; we prefer that you re-use the original packaging box that the items were dispatched to you in. Product boxes returned damaged cannot be accepted for return. Please ensure all original packaging, tissue paper, and item plastic bags are also returned.
Faulty, damaged Goods or Items Received in Error
18.27. In the unlikely event that an item arrives to you is faulty, damaged or sent in error, firstly, DO NOT WORRY!. Please notify us ASAP or within 3 working days of receiving the items at email@example.com
18.28. You may initially be asked to provide us with photographic evidence/images via email prior to returning it to us, to initially inspect the problem and advise you. Our customer services team will advise you on the next steps and help you through the process.
Please note, we are unable to accept returns for the following items, unless faulty: