You have the right to cancel your order before we dispatch it (orders are normally dispatched within one working day). Please call us to let us know that you wish to make a cancellation on 0845 519 2916, quoting the order reference number that was e-mailed to you.
In the unlikely event that you should you need to return all or part of your order to us it must reach us in the same condition that you received it for an exchange or refund (we would ask you to please note our policies on ‘Items that can’t be returned‘ and ‘Services that can’t be refunded‘), within our returns period(s). For UK customers ordering any full priced items, return postage is free. From other countries you will need to pay for the return postage. Please pack what you are returning to us appropriately, ideally in the same packaging that the items arrived in, and include a note to tell us why you are sending it back. Once we have received your returned item or order we will refund you within 7 days of receipt.
When trying on items please ensure that you (or your partner if this is a gift that you are giving her) avoid make up or lotions coming into contact with them. Please also make sure that bottoms are tried on over your own underwear. In the interests of hygiene, we may refuse returns where it’s obvious this hasn’t been done.
If you are cancelling your order because you have changed your mind, please note that you will have to pay the costs for returning the goods if the goods have already been dispatched. Once the order has been safely returned to us we will refund you minus shipping and payment handling fees.
If the products that you have received from us are damaged or faulty, or if they do not match the description given at the time of the sale of the products, please ensure you return them to us within 21 days of receiving them. In this case, you will be offered an exchange or a full refund, after we have received the returned products. In the event of damaged or faulty products, or products that do not correspond to the description given at the time of sale, we will pay for additional postage costs incurred.
Nothing in these Terms and Conditions affects your statutory rights as a consumer.
Help articles you may also find useful:
- Can I return items I received as a gift?
- Faulty goods
- How to return items
- I no longer have the despatch paperwork – what do I do?
- Items that can’t be returned
- Once we’ve received your return
- Returning goods on which duty has been paid
- Returns Period
- UK Distance Selling Regulations – how to cancel