Returns

We understand how difficult lingerie shopping can be, that’s why we aim to keep it as easy as possible. If you’re not satisfied with an item, you can return it to us in its original unworn condition with tags and labels attached for a no-quibble refund within 30 days of dispatch for UK orders and 45 days for international orders.

Full Returns and Exchanges policy

Free Returns are currently only available to UK customers and a prepaid label is included in all UK orders.

For customers outside the UK, it is the customer’s responsibility to ensure that the correct postage fee is paid to prevent any delays or customs charges when returning the parcel. We always recommend obtaining a Proof of Postage receipt when sending goods back to us.

Yes! All exchange orders are sent out free of charge, no matter where you are in the world.

For UK customers, this usually takes around 7-10 days. The Free Returns label is second class, and on average it takes up to 5 working days to reach us.

Overseas customers may experience a longer exchange turnaround due to the length of time it takes for returned items to reach us, and then again for the new items to be shipped out.

You will receive an email to confirm when your return has been received and processed, and your exchange order will be shipped the following working day. Exchange orders are sent out via Standard Delivery (except for worldwide orders which must be sent via Recorded Delivery) at no charge to the customer.

We are not able to dispatch any exchange orders before your returns have been received and processed. If you require the exchange items sooner than this, we recommend that you place a new order for the desired items. We can then issue a refund on your returned goods once they arrive.

Of course, exchange items do not have to be like-for-like. Any additional price to be paid will be automatically charged to the card used for the original payment, or if purchased via PayPal then a Money Request will be sent. Likewise, any refund owed will be refunded to the same card, or via PayPal.

We do recommend all customers to contact us via phone or email prior to sending items back to us for exchange, so we can check our stock levels and place the desired items on hold. This prevents them from being sold to another customer. Unfortunately, we are not able to guarantee the availability of stock if the exchange is only requested on the returns slip.

This is a receipt that will be given to you by the Post Office when you post the items back to us. You should retain this until you have received notification that your returned items have been received safely.

Provided the briefs are unworn with the original tags and labels attached, we’ll be happy to honor a return on the briefs as well.

In line with distance selling laws, in order to receive a full refund of your order including postage costs you must inform us that you wish to fully cancel your order. All goods must be received back at our warehouse within 14 days of purchase for this to be processed.

All refunds are issued back to the original payment method. If you paid with a gift card, we’ll re-issue a gift card for the value of the items returned. You’ll receive the details of this in an email.

Yes! If you used a coupon code on your first order we will honour this on any exchange that is linked to that order. Any like-for-like items (same brand, style and colour) will be price matched to what you originally paid.

That’s no problem at all! Once we have received your returned items back at the warehouse, we’ll process the exchange and any price difference will then be calculated. Refunds are always issued back to the original payment method. Likewise, additional amounts are payable by the original payment method. If you paid by card, this will automatically be taken from the same card once your return is received. If you paid by PayPal, we will send a Money Request. The Money Request will need to be accepted before we can send any exchange goods out.

Your exchange items will be priced at what they are listed at on the website, at the time of reservation. For example if an item is £12 at the time of reserving it for your exchange, this is the price it will remain at on your exchange.

If you’re exchanging a like-for-like item (same brand, style and colour) and just need a different size, we will honour the original price you paid.

That’s fine! We will issue a refund for any price difference when the exchange has been processed.

We hold onto reserved items for 14 days (UK customers) and 21 days (overseas customers).This allows for plenty of time for you to return your items within our return policy. If we do not receive your return for exchange within this time, your reserved items will be removed from the system and released back to stock. If you experience any delay in returning items to us, please let us know and we’ll be happy to help.

All refunds are issued as soon as we process your returned items. If you paid via PayPal you should receive an email from them to confirm that a refund has been issued, and this typically shows up in your PayPal account within a few hours. If you paid by card, it can take up to 3-5 business days to show up on your statement, depending on your card provider.

Sure! We can issue a gift card for you if this is something you would prefer over a standard refund. Please contact us via phone or email, and place a note on your return slip to confirm that you would prefer a credit or gift card.