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Our Returns Policy

Can I cancel or return …

… Sale items?

Yes, our normal returns policies apply no matter how much you pay for our products! Please bear in mind that sale items do tend to sell out fast, so it may not be possible to exchange the product for a different size. If you're worried, we recommend contacting us directly for sizing advice. You can also buy multiple sizes and return the size that doesn't fit for a refund, as long as it's an item that we accept returns on.

… Made-to-order or personalised items?

Once we have accepted your order and started to make or personalise your item, you cannot cancel your order. You can only return made-to-order or personalised items if they are faulty. Please see below for more information on returning faulty products.

… Hosiery (stockings, hold-ups and tights)?

You can cancel these items before we have sent them to you. After we have sent them to you, you can only return them if the packaging is unopened and the items are unworn.

… Items with a gusset (thong, g-string, brief, knicker, panty, panty girdle, teddy, bikini bottom or swimsuit)?

You can cancel these items before we have sent them to you. After we have sent them to you, you can return them provided that they are in good condition, and you have tried them on over your own underwear.

… Any other garments?

You can cancel these items before we have sent them to you. After we have sent them to you, you can return them provided that they are in good condition.

… Gift vouchers?

You can cancel a gift voucher before we have sent it to you (either by post or email). After we have sent it to you, you can only cancel it if you have not already redeemed the voucher code. If you have redeemed the voucher code buy buying a garment from us, you may be able to cancel the order for the garments. However, you would receive a refund in the form of another gift voucher.

How do I cancel my order before you have sent it to me?

Please contact us as soon as possible by email or phone. If the order has not left the warehouse and all of the items are eligible to be cancelled, we will refund the entire cost of the order, including any postage charges. If you want to cancel part of your order, we will refund the cost of the items that you have cancelled and will send the rest of your order to you.

How do I cancel my order after you have sent it to me?

Please complete our returns form by following this link.

How long do I have to cancel my order?

If you want to cancel your order after we have sent it to you and the items are not faulty, you must inform us within two weeks of delivery. This is the 14 day cooling-off period that you are entitled to.

In holiday times we may extend the cooling-off period, and if we do, we will clearly advertise this on the website. During this period, you can cancel your order for any reason. Provided that the items are eligible to be cancelled and are in good condition, you can return them for a refund or an exchange for items of the same or lesser value. 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.

After two weeks have passed, we do not have to refund your order. However, if the items are in good condition, we may be able to offer you a credit note for use in the website shop, a refund or an exchange for items of the same or lesser value. Please contact us to check whether this can be arranged.

What do you mean by “good condition”?

The item should be clean and undamaged. It should not be affected by any odours or stains (including cigarette smoke, perfume and deodorant), and any detachable straps should still be attached. All of the garment labels, hang tags and hygiene strips (if applicable) should be intact.

Please be considerate of the fact that we deal with your returns personally. This means that a real human person will have to open your package, determine the condition of the garments, and deal with your request for a refund or exchange. It is both distressing and unhygienic for us to deal with soiled garments, so please don't send them to us! Garments that are not in good condition when they are returned to us will be disposed of immediately, and no refund or exchange will be given.

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 provided that you notify us within 6 months of receiving the item.

If you can provide proof of the fault (for example, by sending us a photograph of the fault by email) you may not need to return the item. If we ask you to return the item, you can request that we cover the cost of returning it by standard recorded delivery. 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 or returned my order, but I haven't received my refund. What's going on?

We do our best to issue refunds as soon as possible, but we are a small team and only process returns and refunds about once every 2 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 10 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.