Common purchase queries answered
Orders & Deliveries
As soon as you successfully place an order, you’ll see our ‘thank you’ order confirmation page. You’ll also receive an email confirming this – if you don’t, first check your junk email or if you think you provided a incorrect email (typo’s happen!), you can Contact Us
If you order before 1:00pm on a weekday, your order will usually ship the same day. Orders after 1:00pm or on a weekend will be dispatched the next working day (for example, a Saturday order, ships on Monday).
You can select different shipping options as you checkout to suit how quickly you need your order. Next-working-day delivery is available (just order before 1:00pm). There’s also First Class delivery which is usually 1 to 2 days (but usually 1 day). And if you spend over £20, you’ll also have a Freepost option (3 to 5 days, but again that’s usually no more than 3 days).
You can create an account at any time before you order by going to the My Account link at the bottom of every page. Alternatively you can also create an account as you go through the Checkout process – just select a checkbox then enter a password. Accounts are completely optional and you can still checkout as a Guest, but they’re great for keeping an eye on your orders or re-ordering quicker.
As you checkout, the ‘Billing details’ should be the address of where your debit or credit card is registered at (banks need this to authorise payments). But it’s not a problem shipping to a different address. Just click the checkbox ‘Deliver to a different address’ and you’ll have the option to do this.
When we dispatch your order we send you an email with your invoice and a link to track your parcel. If you created an account, you can also track the parcel by signing into your My Account page.
For your security we *never* see any credit card details. Payments are taken by our payment providers (Stripe or PayPal), and they’re encrypted at all times.
We can only ship within the United Kingdom (if you wanted orders delivered to Europe or the rest of the world, apologies, but shipping costs and import taxes can be so high now that the UK has left the European Union, that you will usually be able to source the lingerie at less cost to you if you shop closer to where you live).
If you need to return or swap an item
Returns & Exchanges
It’s important you use our Returns Form before sending an item back, as that way we can provide the correct address for the product you purchased. Items are sent from different warehouses, so this returns address varies.
Firstly we’re sorry to hear this and secondly you’ve been really unlucky. Our parcels are well packed and our carriers (Royal Mail or DPD), are usually great. If your item has a fault, we’ll arrange a replacement. Either way just Contact Us or use our Returns Form, and we’ll get straight onto sorting it for you.
You’ve up to 30 days to change your mind on an order – as long as the item isn’t used or any lingerie tags or packaging seals aren’t broken or removed. Again, just use our Returns Form to let us know and we’ll send out the returns address. If you want to cancel, you’ll need to Contact Us ASAP as our ordering and dispatch is automated and parcels leave our warehouse fast!
Not a problem – feel free to use either our Contact Us form or our Returns Form – whichever you think is the most appropriate – and we’ll answer as quickly as possible for you.
