If the information below does not answer your query, then do give us a call on 020 7940 8250 or send an email to email@example.com.
Standard delivery by 1st class post in the UK is £3.50.
Standard delivery to the UK is free for orders above £60.
Next day delivery is £6.50, but please note that this will only apply for orders placed Monday-Thursday before 2pm.
Next day delivery orders placed on Friday will be delivered on Monday, and those placed at the weekend on Tuesday.
Standard delivery to Europe is €10.00 (or £9.00). This is a signed for postal service that should take 7 working days. This includes the following countries: Austria, Belgium, Denmark, Estonia, Finland, France, Germany, Latvia ,Luxembourg, Malta, Netherlands, Portugal, Republic of Ireland, Spain, Sweden, Andorra, Azores, Balearic Islands, Canary Islands, Corsica, Faroe Islands, Iceland, Liechtenstein, Madeira, Monaco and Switzerland
Delivery to Australia, Brazil, Canada, Hong Kong, New Zealand, Singapore and USA is £10.00, €12.00 or $18.00.
Delivery to the rest of the world is £7.00, €8.50 or $11.00 for standard postage- please note that we are unable to take responsibility for delay, loss or damage.
or £20.00, €24.00 or $30.00 -for a courier service, which can be tracked and require a signature upon delivery.
Absolutely. If you're in any way dissatisfied with the goods you have ordered we will offer a 100% no-quibble refund or an exchange on goods ordered, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.
Please note that sale items are non-refundable. However, you can exchange the items for a different size (subject to stock) or for a non-sale item - we will have to contact you for payment of the balance on the latter.
If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note explaining what you believe is the problem and we will issue a refund, or if you prefer, an alternative item.
Goods bought through one of our retailers can only be returned to those stores.
UK customers: We enclose a returns label with your order. Send your returns via Royal Mail recorded delivery or 1st class signed for post . Please note that we cannot refund any items that have not been signed for by the warehouse.
International customers: Send your return via a prepaid, insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Please retain your shipping documentation so that we can complete your request in the event of items being lost in transit.
Unit 11C, Stephenson Road
Gorse Lane Industrial Estate
Please enclose a note with the return, ensuring that the following information is included:
Name, address, contact telephone number or e-mail address, return reason and details of refund or replacement required.
If using the original packaging, please ensure that the original address label is covered up. Send goods to the address above.
Our normal returns period is 28 days from when you receive the goods, and any returned items must be received by us within this time.
However, in order to allow for unwanted or wrongly-sized gifts, the following exceptions apply:
- Christmas gifts ordered from October onwards may be returned up to the end of January
- Valentine's gifts ordered from January onwards may be returned up to the 15th March
(Please note that these dates are those by which any returns must be received back in our warehouse, so please allow up to 10 working days for your goods to reach us)
We aim to process all refunds within 5 working days of receipt. Please note however that it can also take up to 5 working days for the parcel to reach the warehouse, but if you haven't received your refund 2 weeks after returning your items, then please contact us by emailing customer services at firstname.lastname@example.org
If you have requested replacements of a lower value than the returned goods, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed.
If you have requested replacements of a higher value, we will contact you by email to request the extra amount.
Should you request replacements for returned items, you will not be charged again for delivery. Please note that gift bags, picking and postage charges will not be refunded in the case of a return.
Of course you can - please refer to the return guidelines above. Please be aware however that as part of the returns process the purchaser will automatically be notified by e-mail of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.
If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge to their card. Alternatively, any difference can be paid using your own card - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.
If you request a refund, please note that this can only be issued to the card which was used to pay for the goods.