- I can’t log into my account.
Please check that all of your details are correct. If you are still having problems then please complete our online CONTACT US form or email us at firstname.lastname@example.org, and we will be able to help you.
- I can’t seem to place an item in my basket.
This item may have recently sold out. Please email us at email@example.com so that we can check our stock levels.
- I haven’t received an email confirmation for my order.
Please check the order history on your account. If you do not have an order number it would be worth checking that your email address is correct. If however, there is no recent order listed it means that the process has been unsuccessful. If there is still a problem then please do not hesitate to CONTACT US and we can help to process your order for you.
- How do I amend my order once it has been placed?
Unfortunately this is not possible. We need to cancel your existing order, and ask you to place a new one.
- Is it possible to cancel my order?
If it is a recent order, it may be possible to cancel your order. Please email us at firstname.lastname@example.org and we will do our best to help.
- Which delivery company do you use?
We use Royal Mail to deliver all parcels with a signature required. Please see our ‘DELIVERY’ section for more information.
- I need to request a change of address.
- I placed an order using Standard Delivery, can I upgrade to Next Day?
We are sorry, but once your order has been placed, it is not possible to change your choice of delivery.
- I have a problem with my delivery.
- What is your returns policy?
For full details on returns, please go to the RETURNS section on our website.
- I’ve missed the returns deadline.
We have a 14-day returns policy for all UK orders, unfortunately we are unable to accept returns outside of the stated period. We have a 28-day returns policy for all of Europe (including Ireland), USA and Australia orders, unfortunately we are unable to accept returns outside of the stated period.
- Can I exchange an order purchased online via the website?
Unfortunately this is not currently possible. You will need to return the order, and then reorder online.
- When will I get my refund?
Once we have received your returned item(s) we will send you an email to confirm your refund. This will be processed within 5-10 working days of receipt. You can expect the refund to reach your account within 3-5 working days.
- I ordered online and have received the wrong item(s).
Please do not hesitate to email us at email@example.com so that we can resolve this for you.
- I need to return a faulty item.
We provide a freepost returns label with every online order where you can detail the fault and return the item to us.
- I have not received a returns label/ returns form
- I need to return an item but do not have my receipt.
- Do I need to obtain a tracking number for my return?
Yes, you do. This can be requested from the Post Office.
- I forgot to enter my discount code, can I still redeem it even though I’ve placed my order?
To take advantage of a promotion you would need to cancel your current order and place a new one using the discount code.
- I would like to make a complaint.
Measure around the fullest part of your bust and across shoulder blades, keeping the tape measure straight and taut.
Measure the narrowest part of your natural waistline – aim for above your navel and below your ribcage.
Measure yourself at the lowest and fullest part of your hip.
Measure from the very top of your inside leg, down to your ankle bone.
DELIVERY TO THE UK
Delivered by 5.30pm the next working day in the following postcode areas:
Delivered within two working days by 5.30pm to the following islands:
Delivered with three working days by 5.30pm to the following islands:
Please see Delivery Information for further details regarding delivery and shipping.
If you are not completely satisfied with your purchase and decide to return any item(s) to us, it must reach us in its original state and as soon as reasonably possible. Please handle all items with care. Item(s) must be returned to us intact and undamaged. When trying on item(s) of clothing please do not use unnecessary force and ensure you are not wearing make-up, perfume/aftershave or deodorant which may leave a scent or marks. Swing tickets must be keep intact and attached to the garment. We will be unable to accept the return of any item(s) where these instructions have not been followed.
Returning an item is easy and can be done any time within 14 days of receiving your goods for UK orders, and within 28 days for Europe (including Ireland), USA and Australia orders. We offer freepost returns on all UK orders. Simply complete the enclosed returns form with your name, address, and order number. Ensure your goods are securely wrapped and the completed returns form is enclosed. Attach the Freepost returns label to the parcel. Take the goods, along with the despatch note, to the Post Office. Make sure you obtain a ‘proof of postage’ certificate which you should retain until you’ve received your refund. It usually takes between 5-10 working days from the receipt date to receive items and process refunds.
Your returned parcel can take up to 7 working days to reach us therefore we recommend that you send items back within reasonable time of receipt to ensure the goods arrive to us within the returns period, so we can process your refund.
On receipt of the returned item(s) we will refund the price paid for the goods to the original payment card. Any delivery costs paid, will not be refunded (exceptions apply – please see our TERMS & CONDITIONS). Once we have received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5 –10 working days of receipt. You can expect the refund to reach your account within 3-5 working days. If after 10 working days you have not received an email from us, please contact us by email at firstname.lastname@example.org with your tracking number so that we can investigate further.
RETURNING GOODS FROM ABROAD
International customers with orders shipped to Europe (including Ireland), USA and Australia have 28 days to return their items. Remember to complete the pro-forma invoice and clearly mark your return parcels ‘British Return Goods’ with a domestic sale value of £0.00, as your returned items are not applicable to duty – this will prevent them being held up at customs. We advise sending your goods back via our tracked service and retaining proof of postage until you receive your refund notification. Please note that postage costs will not be refunded. Please see details below for returning items outside of the UK.
We recommend customers returning goods from outside of the UK should use a parcel service or courier that provides a tracked service. Returns sent via a courier should have a signed pro forma invoice attached outside the parcel. Contact customer services on email@example.com for more details.
It is difficult to predict how long international returns will take to arrive back to us. Should you have any concerns please email us at firstname.lastname@example.org.
In addition to our International Returns Policy, EU customers, under the Distance Selling Regulations, have 7 working days (beginning the day after receipt) to cancel any purchase. Where this applies we will provide a full refund as long as the cancelled items are returned to us.