Returns
Returns (Simple): Need to return
something? Simple!:
Full returns information is available below, and in the email you receive once your order is shipped. |
| Cancellation: You have the right to cancel an order within 8 days of receipt of your order. If you have already received your order within 8 days of purchase and need to cancel and return some or all items, please contact us in writing by replying to an order status email or using the online enquiry form. Please include your name and order number in your correspondence. We require that items are returned to us on cancellation. Customer service staff will send you a returns form by email, usually within 48 hours of receiving your written request. The returns form must be printed, completed and enclosed with your return to ensure your return is processed as quickly as possible on receipt. Returns forms are unique to your order and each form has a unique RNA code. A returns form can be used once only. You do not need to complete the exchange section of the returns form unless you require one or more items to be exchanged. Your order history will be updated on the day your returns form is sent. If you are having trouble receiving email or cannot print your returns form please contact us so that we can send you a form by post. Please see the returns policy below for full returns information before returning items to us. If your order has not been shipped or posted and you need to cancel it, please contact us in writing using the online enquiry form on the contact us page or by replying to an order status email. Please include your name and order number in your correspondence. Your order will be cancelled and refunded within 24 hours of receipt of your written notice to cancel unless your order has already been dispatched. This information, and returns and refund Terms and Conditions as stated on this website is included in all order status emails, you will receive at least one email containing cancellation, returns and refund Terms and Conditions as we process our order. If you have not received an email including cancellation, returns and refund information and have already received your order, please contact us and we will ensure an email containing this information is sent. |
| Returns Policy (for Faulty or Incorrect Items): If you believe the item you have received may be faulty or you have received an incorrect item, please contact us as quickly as possible upon receipt of the goods and please do not try the item on. To return items for exchange or a refund you must contact us in writing using the online enquiry form on the contact us page or by replying to an order status email before returning the items, within 8 days of receiving your order. Please include your name and order number, and describe the fault or mistake in your correspondence. We require that faulty or incorrect items are returned. Customer service staff will send you a returns form by email, usually within 48 hours of receiving your written request. The returns form must be printed, completed and enclosed with your return to ensure your return is processed as quickly as possible on receipt. Returns forms are unique to your order and each returns form has a unique RNA code. A returns form can be used once only. Your order history will be updated on the day your returns form is sent. If you are having trouble receiving email please contact us so that we can send you a form by post. In the case of Faulty or Incorrect items where a refund is required, the refund will include your initial postage cost once the return is received and verified as faulty or incorrect. If an exchange is required, your exchange will be dealt with as a priority. We do not operate a collection service. The cost of returning faulty or incorrect items to us will be reimbursed to you on receipt of your return. Please note that you have a statutory duty of care towards items that you are intending to return while they are in your possession, and while they are in transit to us. You can return your goods by post and are welcome to recycle the packet the goods were posted in (if you have retained it) by turning the packet inside out, inserting the unwanted goods and securing the packet with tape. Please ensure your return parcel is adequately sealed and labelled, and your completed returns note is enclosed. Please retain proof of posting your return as we cannot be held responsible for returns that we have not received. We recommend sending your return to us by a registered delivery service. The sooner we receive your return, the sooner it will be processed. If we cannot verify that the item is faulty or incorrect on receipt of return we will contact you in writing for more information. If we are still unable to verify that the item is faulty or incorrect after two working days and/or have not received a response from you, we will treat the return as a general return (see below). If your incorrect or faulty item returned to us carries an odour (including body odour, smoke, perfume or deodorant), or is soiled, or is returned with traces of human or animal hair, in a worn condition, showing signs of continuous wear, without its original packaging, or with any tags and and/or labels removed we will treat the return as an unacceptable return. |
| Returns Policy (for General Returns): If you need to return items for exchange or a refund you must contact us in writing using the online enquiry form on the contact us page or by replying to an order status email before returning the items, within 8 days of receiving your order. Please include your name and order number. Customer service staff will send you a returns form by email, usually within 48 hours of receiving your written request. The returns form must be printed, completed and enclosed with your return to ensure your return is processed as quickly as possible on receipt. Returns forms are unique to your order and each form has a unique RNA code. A returns form can be used once only. Your order history will be updated on the day your returns form is sent. If you are having trouble receiving email please contact us so that we can send you a form by post. We will exchange or refund most items provided they are returned complete, unused, unworn, unwashed, undamaged and with their original packaging with any tags and and labels intact, and your completed returns form. We cannot accept the return for hygiene reasons of any intimate lingerie, hosiery, underwear, swimwear, nylon or latex. Items which are custom made to your specific requirements are also exempt from the right to cancel and return. We will not accept any item returned to us that carries an odour (including body odour, smoke, perfume or deodorant), or is soiled, or any item returned with traces of human or animal hair, in a worn condition, showing signs of continuous wear, or any item that would present a Health and Safety risk to our staff. Some items such as corsets for example include a thong, if you want to try this item for size please do so without trying on the thong or removing any tags. An item tried on in this way can be returned. Please note that you have a statutory duty of care towards items that you are intending to return while they are in your possession, and while they are in transit to us. We do not operate a free returns service or a collection service; you are responsible for the cost of returning goods to us. You can return your goods by post and are welcome to recycle the packet the goods were sent in (if you have retained it) by turning the packet inside out, inserting the unwanted goods and securing the packet with tape. Please ensure your return parcel is adequately sealed and labelled, and your completed returns note is enclosed. Please retain proof of posting your return as we cannot be held responsible for returns that we have not received. We recommend sending your return to us by a registered delivery service. If we have a query regarding your return you will be contacted in writing. The sooner we receive your return, the sooner it will be processed. |
| Refunds Policy: For orders that are part shipped, you may cancel any outstanding items for a refund, please contact us in writing using the online enquiry form on the contact us page or by replying to an email you have received regarding your order to cancel outstanding items that you have not received. These refunds are usually issued within 24 hours of you contacting us. Refunds for items that have been returned are usually processed within 48 hours of receipt of your return. Please note that any postage/shipping costs will not be refunded if your order has already been delivered unless we have verified that you have received a faulty or incorrect item upon receipt of your return. Postage/shipping is a separate service that you have requested during the order process. This separate service is complete upon receipt of your order and cannot be cancelled or refunded. |
| Unacceptable Returns: We only supply new, unused items to our customers. We will not accept any item returned to us that carries an odour (including body odour, smoke, perfume or deodorant), or is soiled, or any item returned with traces of human or animal hair, in a worn condition, showing signs of continuous wear, without its original packaging, or with any tags and and/or labels removed, or any item that would present a Health and Safety risk to our staff. We cannot accept the return for hygiene reasons of any intimate lingerie, hosiery, underwear, swimwear, nylon or latex. Items which are custom made to your specific requirements are exempt from the right to cancel. If you return an item to us outside the terms of our returns policy the item/s will be returned back to you at your expense. You will be notified of this and any other associated charges. Please remember that you have a statutory duty of care towards items that you are intending to return while they are in your possession, and while they are in transit to us. If you send the item back to us again, or refuse to accept delivery, this will be deemed to be an irreversible instruction for us to dispose of your goods without further notice. Please note: Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods. |
