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
We’ve extended our Christmas returns policy for 2019!
Any orders placed between the 29th of November 2019 - 24th December 2019 can be returned up until the 17th January 2020 as long as the item is still in its original condition, with the tags still attached.
If you have any questions, please send an email to email@example.com and we will be more than happy to look into this for you!
HOW DO I RETURN MY ORDER?
Returns are free and easy!
Step 1: Returns must be made within 14 days of receipt. To return your unwanted items, please mark which you would like to return on your returns note.
Step 2: Return your items in the original packaging (where possible), with the tags still attached. We're unable to accept returns for any underwear or swimwear where the hygiene seal has been removed.
Step 3: Parcel's are your responsibility until they reach our warehouse so please ensure you've packed this securely and have proof of posting/tracking (DHL waybill) number - 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.
Regrettably due to hygiene reasons we are unable to accept the return of knickers or briefs including thongs, hipsters, bikinis and bodies.
Please note we cannot accept the return of goods purchased online in our Soho store.
WHEN WILL I RECEIVE MY REFUND?
Please allow 5 days for your parcel to make it back to our warehouse and a further 3-5 working days for your refund to be processed. Please note it can take up to 10 working days for your refund to clear in your account. Please keep hold of your return tracking number so you can see where it’s at.
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.