Can I cancel my order before you have sent it?
Yes. If you want to cancel your order before we have sent it to you, please contact us by email or phone. We will accept cancellations by telephone provided that the order has not yet left the warehouse. We will refund the entire cost of your order, including any postage charges. You will receive an automated confirmation email informing you when your order has been cancelled and refunded.
Can I cancel my order after you have sent it?
Yes, but this is subject to certain conditions. Items that are made to order, made for you or personalised, such as corsets, cannot be cancelled or returned unless they are faulty.
If you want to cancel your order after we have sent it to you, you must inform us within two weeks of delivery. This is the 7 day cooling-off period that you are entitled to under the Distance Selling Regulations plus an extra 7 days. In holiday times we may extend this. During this period, you can cancel your order for any reason and provided that the items are in good condition, you can return them for a refund. We will not refund postage charges for orders cancelled after they have left the warehouse. You are responsible for any postage costs associated with returning the items.
We strongly advise that you use a recorded delivery method to return items to us. Until the items arrive back at our warehouse, they are your responsibility, and if they are lost in the post, you will be responsible for claiming compensation from your postal service.
To cancel your order during the cooling-off period, please contact us in writing to inform us, either by post or by email. We cannot accept cancellations by telephone after the order has left the warehouse, as we need to be certain that you have a record of the returns information that we provide.
After two weeks have passed, we do not have to refund your order. However, if the items are in unworn condition, we may be able to offer you a credit note for use in the website shop, refund or an exchange for items of the same or lesser value. Please contact us to check whether this can be arranged.
I bought my item in the sale, or from the "Last Chance to Buy" category. Can I still return it?
Yes, the procedure is the same, although please note that we are unlikley to be able to provide an exchange for another size and if the item is in the sale because of a described fault (second) you will not be able to return it because of that fault.
I have tried my item on. Does this mean I can't return it?
That depends on the item. If it is an item of hosiery (tights, hold-ups or stockings) or a thong, then for hygiene reasons, we can't accept it back unless it's faulty. Items that are made to order, made for you or personalised, such as corsets, cannot be cancelled or returned unless they are faulty.
If the item is any other item with a gusset (briefs, knicker, panty, pantygirdle or teddy), you must only try it on whilst wearing your own underwear underneath. As long as you do this, we can accept it back.
We will accept any other item back provided that it is in good condition, with any hang tags and/or detatchable straps still attached. This means that the garment should not have been stained, marked or damaged in any way, or affected by any odours (this includes cigarette smoke, perfume and deodorant).
What if an item in my order is faulty?
If an item that we have sent to you is faulty when you receive it, you are entitled to return it for a replacement or refund. In this case, we can cover the cost of returning the items by standard recorded delivery if you request it. We will not cover the costs of any other courier or express delivery. Please note that we cannot refund money to your card that wasn't spent with us, so we have to send you a cheque or similar method of payment for the return postage costs.
I've cancelled my order, but I haven't received my refund. What's going on?
We do our best to issue refunds as soon as possible. We are a small team and only process returns and refunds about once every 2-3 weeks, so there can be a delay. Additionally, we return the funds to your card provider, and have no control over how fast they then return it to you.
If you have not received a confirmation email, it may be that we have not yet processed your refund. Please contact us if you're concerned that your refund has not been processed. Please remember that we will not process a refund until the item(s) in question have been received by our warehouse.
If you have received a confirmation email, please be aware that refunds can take up to 7 working days to be processed by your bank or credit provider. Even if your bank provides "faster payments" services, this does not mean that your refund will be processed instantly.
I'm an international customer and my refund isn't the same amount as I paid. What's going on?
Your card provider will use a different exchange rate everyday, which means that while our prices remain the same, the amount they work that out as in your currency changes over time.