Shipping and Returns
Processing times:
In-stock: Lingerie items (bras and knickers) are in-stock and ready to ship. These items usually ship within 1 business day.
Sold out: Items that are sold out in your size will often be restocked at some point in the future. To be notified when something is restocked, simply add your email address using the "notify me" button on these items. You can also request that any sold-out items be made for you by contacting us.
Made-to-order: Loungewear items (slips, robes, and some other specialty pieces) are made-to-order and require additional processing time, with a time estimate listed on the product page itself. These items are clearly noted by a "made-to-order" button instead of the usual "add to cart" button.
Shipping:
All items ship from our offices in England via the Royal Mail for standard shipping or UPS for rush orders. We use discrete and recyclable packaging such as plain, brown cardboard boxes.
Standard transit time is 2-3 business days within the United Kingdom, 4-10 business days for Europe and the USA, and 2-4 weeks for the rest of the world, but these times may be longer due to customs backlogs or other shipping delays. If you're in a rush, we suggest contacting us via email for suggestions or choosing a digital gift card for immediate delivery.
Shipping rates:
We offer free tracked shipping for orders over £300 GBP / $370 USD / €350 EUR, applied automatically at checkout. (This also applies for other currencies.) For smaller orders, our rates depend on the weight and shipping service as follows.
- Free tracked shipping for orders over £300 GBP
For smaller value orders:
Express orders:
Express shipping is via UPS for international orders and Royal Mail next day service for the UK. Express options generally take 1 business day for the UK, 2-4 business days for Europe, 3-6 business days for the US and Canada, and 4-7 business days for the rest of the world. Our rush shipping options do not include processing times. Our order processing times do not include weekends, national, or Jewish holidays.
If you must have delivery by a specific date, please contact us prior to placing your order to ensure that it will be possible. We are not responsible for shipping delays once the parcel is with the courier. Any courier parcels that are returned-to-sender (due to not accepting the delivery, taxes or duties unpaid, or other reasons due to the buyer/recipient), will incur additional fees for your choice of reshipment or a 20% restocking fee, as well as forwarding costs and any taxes and fees associated.
Worldwide shipping policies:
For orders outside the United Kingdom, transit time may be 2 or more weeks, but cannot be guaranteed due to import regulations of other countries. We are not responsible for shipping delays due to customs holds. Government authorities require us to list the true retail value of all items shipped overseas, and no items will be marked as a gift. Items shipped outside of the UK may be subject to taxes, customs duties, or fees levied by the destination country. Customers are responsible for paying any of these fees. Parcels that are returned to sender due to undeliverable address, a refusal to pickup, or refusal to pay duties will incur a 20% restocking fee.
Refunds and returns:
To return an item, you must contact our sales staff before shipping the return to us. All requests for returns must be made within 7 days of delivery and parcels posted back to us within 10 days of delivery, and refunds will be issued minus original shipping costs. We will answer any requests within 48 hours with complete instructions on how to return your items.
International returns must be clearly marked as "returned goods" on the customs form and packaging - If they are incorrectly labeled, we may have to pay import fees which will be deducted from your refund.
Returned to sender parcels: If you do not accept your delivery or refuse customs fees and it is returned to our offices, you will have to pay the shipping fee a second time in order to have it re-delivered. If you refuse the re-shipment fee, your order will be refunded minus a 20% restocking fee to cover forwarding charges and admin. Any parcels that are returned to sender and go unclaimed will be forfeited after 3 months.
Returnable items:
Ready-to-wear sized garments (including lingerie, slips, gowns, robes, and lounge wear) are returnable for exchange or refund (less shipping). Returns can only be accepted on garments that are in new and unworn condition with all labels and hang tags intact. We cannot accept return requests after 7 days of delivery. If you request a made-to-order, custom-sized item, it will not be eligible for return or exchange.
Non-returnable items:
-Worn, washed, altered, or damaged items are not returnable. (This includes makeup, deodorant, stains or marks from wearing, and scents like perfume, so please be careful when trying on garments)
-Items that have removed or replaced tags or labels cannot be returned
-Custom sized items or otherwise bespoke pieces are final sale only
-Gift certificates are final sale only
Cancellations or changes to your order:
If you would like to cancel or change an order, please contact us immediately to see if it may be possible. Once you check out and your payment is completed, we will often begin processing your order right away, so we may not be able to cancel or make changes to orders that are already in progress. The best way to see if a change or cancellation is possible is to contact us by email.
Order cancellations prior to shipping will incur nonrefundable fees of 5% for credit card or 9% for Paypal express orders, due to these payment processing fees not being refunded to the seller.
Sizing:
Carefully check your shopping cart and the size chart to ensure you have selected the proper items and sizes before purchasing. If you are purchasing an item as a gift and would like to discuss sizing or ask for a recommendation, please contact us prior to completing your order.
Contact:
If you'd like to contact us about your order, you can reply to your order confirmation email. You can also call our office number via the link on our contact page, or write to us at the office address on our terms page. Please be aware that we are not currently booking any in-person shopping appointments at the office due to Covid-19.
