Hepburn and Leigh: For the independently-minded lingerie lover

Frequently Asked Questions

This page contains our most frequently asked questions. If you have a question that this page doesn't answer, please contact us.

What is your returns policy?

Please see our dedicated returns policy page.

How do I arrange a return?

Please fill in our returns form.

Can I get help and suggestions with products?

Of course! We have a sizing advice section which can help with general queries, a blog which includes frequently asked questions, and each product has an expanded view that includes larger pictures and full written information. If you cannot find the answer to your question, please contact us.

I've just placed an order, but I'd like to purchase another item. Can I add this to my original order?

Because we store as few of your details as possible, we don't have enough information to take extra payments from you. This is for your security, but it does mean that we can't add to your order once you've placed it. However, you are welcome to place a second order for the extra item(s) that you want to purchase. If you contact us before the orders have left the warehouse, giving your order reference numbers, we may be able to refund one shipping charge and send both orders in one package.

Why do you ask for my contact details?

When you place your order, we ask for a telephone number, an email address and a shipping address.

The shipping address must be a valid postal address. This is the address that we will use to deliver your order. If we notice that the postal address you have given us is invalid or incomplete, we will contact you before we ship your package. However, we do not always know whether a postal address is correct, and it is your responsibility to make sure you give the correct delivery address when you place your order.

Either the email address or the telephone number that you provide must also be valid. We ask for this information so that we can contact you in the event of a problem with your order. We do not pass your contact details on to any third party. It is your responsibility to ensure that we have a viable means of contacting you. If you are ordering from outside the UK, we strongly advise that you provide us with a valid email address, because differences in time zones may mean that we are unable to contact you by telephone.

Why aren't you responding to my emails?

It's possible that we are - email filtering can mean our emails don't get through! Please check your email settings, and your "junk" or "spam" email folders, as our emails do occasionally get redirected. If you have used the contact form to get in touch with us, please be aware that we can only respond to you if you have provided a valid email address. If more than two working days pass without a response from us, please try sending your query as an email to customerservices@hepburnandleigh.co.uk. Emailing us directly ensures that we have a valid email address to respond to you.

You've told me that my order has shipped, but I haven't received it. What should I do?

When your order was shipped, we will have emailed you a unique tracking number of the form AA123456789GB. Please use this number to check the status of your package, either with Royal Mail or by using your own postal service's track and trace service. If you can't find your tracking number, please contact us and we'll do our best to find it for you.

When you track your item, you will be told one of four things:

  • The package has been delivered
  • Your postal service has attempted delivery, but was unable to deliver your package
  • The package has not yet been delivered
  • The package has been returned to sender

If the item has been delivered, please check with any other people who live or work at your delivery address. Your package will have been sent by a tracked delivery method, Royal Mail will have been required to keep records on delivery. Please also check that your delivery address was entered correctly when you placed your order. If you created an account with us, you can do this by logging in to your account. If you bought as a guest, you will need to contact us to check this.

If your postal service was unable to deliver your package, please contact them to arrange for a redelivery or collection.

If the package has not yet been delivered, please be patient! Royal Mail does not guarantee delivery dates, and packages can sometimes arrive late. Because we use tracked delivery methods to send every order, it is very rare for our packages to be lost in the post. If your package has still not been delivered after 4 weeks, please contact us.

If your package has been returned to sender, you will need to wait until it arrives back at our warehouse. We will contact you as soon as we receive it, and, depending on the reason for the return, we may require a different delivery address before we re-send your order.

Can I shop over the phone?

Not really - we're basically terrible at answering the phone. Try writing us a nice email.

Can I see my order?

Only if you created an account, as it would the store your order history with us. If you ordered as a guest, you should have an order confirmation email. Again, check your spam filters as these do go astray from time to time.

Can I order if I don’t live in the UK?

Yes! Though we do sometimes have issues getting parcels to some countries (Russia, notably). Please also note that you may be charged additional customs and import duties due when the items arrive in your country. You (or the named recipient of the goods) are responsible for paying these. We will not mark your items as gifts or samples in order to avoid this under any circumstances.

Secondly, we are legally required to complete a customs declaration for each order that we ship outside the EU. We aim to be as discreet as possible while complying with our legal obligations. We will declare the package as either "women's clothing", "hosiery" or "swimwear", depending on the content of the order. Individual items will usually be listed under their HS Tariff Code (a unique 8-digit number used by customs officials), not by name.

Thirdly, we charge in sterling (GBP) and you will pay in your own currency - which means that because exchange rates change all the time, you may find prices vary.

What can I pay with?

Hepburn and Leigh accepts Paypal - or cards used through paypal. Our company name is Repensum and we also run Kiss Me Deadly, so you may notice these names on your statements and records. Your payment is taken when your order is made.

How do you deliver?

All of our orders are sent by a recorded delivery method.Within the UK we use 48 hour tracked delivery, which does not require a signature, and outside of the UK we use international signed for. We have recently changed to using a tracker courier service for the USA. None of the usual timelines apply during the pandemic, sorry.

For within the UK (including the Channel Islands), and Royal Mail International Signed For (Airmail) outside the UK (including the Republic of Ireland), generally speaking if your order arrives before 3pm it will be sent that day (although watch out for sales times and peak times such as Christmas as these can affect shipping deadlines).

We deliver to most of the world and, postal services allowing, Royal Mail says to expect our items to arrive within 2 working days in the UK, 3–5 working days in Europe, 7–14 working days for the USA and Canada, and 6–12 working days elsewhere. However, since  the USA introduced more security checks, we are finding that this estimate is not accurate, and that 15-20 working days is more common.

Do I pay for postage?

Yes, but it's the same amount no matter how much you order. Our standard delivery charges are as follows:

UK - £4.50

EU - £14.50

Rest of World – £18.00

USA - £20

All orders over £100 have free shipping anywhere in the world.

Occasionally we will offer promotional postage prices during sales. These promotional prices will always be clearly displayed on our front page, and will be listed with the items you have chosen during the checkout process.

How do you package parcels?

We use plain packaging with no branding or logos, and our return address (returns must be authorised) is:

Hepburn and Leigh Returns
C/O Radius Logistics Services Ltd, Unit D, 3 Portview Road, Avonmouth, Bristol, BS11 9LQ, UK

Can I cancel my order or return items?

In most cases, yes. However, it will depend on the circumstances of your order, so please see our returns policy for more information.

Is your site secure?

We use a secure connection with encrypted details for payment information. You can see the change from http:// to https:// and a padlock symbol in the browser.

If you would prefer, you can place your order by phone.

Will you keep my information private?

Yes! We store as few details as are necessary to help us make your ordering smooth and easy and help us develop new products.

We will not share your details with third parties except as necessary for processing credit-card payments, or when required to do so by law.

Our site uses a “cookie” as the most secure method available for keeping track of whether you’ve logged in, and what’s in your basket. The cookie does not contain any personal or identifiable information, and cannot be viewed or used to track you by other websites.

What do I do if I have a problem?

If you have a problem and can't find the solution on any of our information pages, please contact us.