If your order has not left the warehouse, you can cancel all or any part of it for any reason. Please contact us by email or telephone. We will refund the entire cost of your order, including any delivery charges.
If you contact us within two weeks of receiving your order, you can cancel all or any part of it subject to certain conditions. (This two-week period 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 cooling-off period at our discretion.)
We will issue a refund for the value of the item(s) that you have returned, but we will not refund any delivery charges. You are responsible for any costs associated with returning the items.
Items that have been made or personalised for you, such as made-to-order corsets, cannot be cancelled unless they are faulty. Items of hosiery (tights, stockings or hold-ups) and thongs or G-strings can only be cancelled if they are unworn and the packaging is undamaged.
Other items can be cancelled provided that they are in good condition. An item in good condition must be clean, undamaged and odour-free. If it has any detachable straps, these should be included in the package. Any hang tags, garment labels and hygiene strips should be intact.
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.
If you contact us more than two weeks after you have received your order, we do not have to issue a refund. However, if the items are in good condition, we may be able to offer you a gift voucher for use on the Hepburn and Leigh website, a refund or an exchange for items of the same or lesser value. Please contact us to check whether this can be arranged.
If any item that we have sent to you is faulty when you receive it, you are entitled to receive a replacement or refund. You must contact us within 6 months of receiving your order.
Usually, we ask for the item to be returned to us, but if you can provide us with proof of the fault – for example, by emailing us a photograph – we may not need to ask you to return it.
If we do ask you to return it, we can cover the cost of returning the item 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.