Due to the ongoing COVID-19 outbreak, some countries are experiencing delivery delays. Please check your local DHL website for more details. We will also be extending our returns window to a 28 day period.
We work hard to offer a fuss-free returns process. Below are some of our top FAQ’s but if you have any further questions please contact us on +44 (0)20 3946 3795 or firstname.lastname@example.org
HOW DO I RETURN MY ORDER?
Returns are free and easy!
Step 1: Please fill in the returns form included with your parcel, letting us know which items you'd like to return and pop this along with your items in the parcel.
Step 2: Please then place the pre-paid label included with your parcel on the front and return it through your local DHL service point which you can find here - https://locator.dhl.com/.
Please allow up to 5 working days for your parcel to make it back to our warehouse. Once your parcel arrives back to us, it can take up to 3-5 working days for your refund to be processed. Depending on your bank/card issuer, it can take up 10 working days for the funds to appear back to you.
If you’re returning internationally and require a commercial invoice, please email email@example.com and we will get this sent over to you.
WHAT IS YOUR RETURN POLICY?
Returns must be made within 14 days of receipt in its original condition.
Regrettably due to hygiene reasons we are unable to accept the return of knickers or briefs including thongs, hipsters, bikinis and bodies or any underwear or swimwear where the hygiene seal has been removed.
In the event that an item is returned in an unsellable condition or is not in-line with our returns policy, we may have to send it back to your delivery address and ask you to cover the delivery costs.
Parcel's are your responsibility until they reach our warehouse so please ensure you've packed it securely and have proof of posting/tracking (DHL waybill) number as we'll need this if there are any issues with your return.
If you choose to use a different courier service to return your parcel, it will be your responsibility to pay for the return.
Please note we cannot accept the return of goods purchased online in our Soho store or the return of any items that have been monogrammed either in our Soho store or by an outside party.
WHEN WILL I RECEIVE MY REFUND?
Please allow up to 5 working days for your parcel to make it back to our warehouse. Once your parcel arrives back to us, it can take up to 3-5 working days for your parcel to be processed. Depending on your bank/card issuer, it can take up 10 working days for the funds to appear back to you.
CAN I EXCHANGE ITEMS?
Unfortunately we are unable to offer exchanges but are working hard to unlock this. If you wish to exchange an item the easiest way is to return the item for a full refund and simply reorder.
MY ITEM IS FAULTY, WHAT DO I DO?
We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact firstname.lastname@example.org before attempting to return the item and we will be able to advise you further.