If you’re not happy with something you purchased from us, you can usually only return it to us within 28 days of receipt.
Items must be unworn, unwashed and in their original condition (with all tags and labels intact for lingerie, and all seals intact for accessories or boxed items).
There are a few things we can’t refund:
- Items of clothing and lingerie that have been worn;
- products where the packaging states that the item cannot be returned if the packaging is open or has been tampered with;
- items of lingerie or hosiery where the hygiene seal, tags or labels have been damaged or removed;
- individual items that were sold as part of a set; and
- earrings and other pierced jewellery.
How do I return a faulty or damaged item?
If you bought your an item online and it's damaged or develops a fault, you can return it to us if it's still within warranty.
Our warranty periods are:
- Toys - 12 months
- Lingerie, nightwear, and fancy dress - 3 months
- Gift sets, novelty items and accessories - 3 months
Please note, items bought as part of a set and where one of the items is faulty must be returned as a complete set.
How do I return my damaged or faulty item to you?
- Just package up your your damaged or faulty item and send it back to us, for free, via our standard return methods. You can find more information about these here.
- Make sure to fill out the returns form on the back of your original invoice, clearly stating the reason for your return. If you don’t have your original invoice, you can get a new returns form here.
- Make a note of the tracking number in your returns confirmation, incase we need locate your return at any point.
What happens when my item reaches you?
Once your parcel reaches us, our Returns team will test your item, so we can provide valuable feedback to our product development team.
If it's faulty, we'll refund you or send replacement - so remember to tell us which you’d prefer on your returns form.
Can I take my faulty or damaged item into a store?
If you visit one of our stores, with a proof of purchase, our store colleagues will happily refund or exchange the product if it's faulty or damaged. In order for our colleagues to do this, you'll need to bring along your original order confirmation or invoice.
Please note, Stores are unable to refund Clearpay, Klarna or PayPal purchases in store. he same applies if you purchased through one of our Ambassador’s websites. If you’d prefer a refund, you’ll need to send your items back to our warehouse.
What if I've no longer got my receipt/order confirmation?
If you haven't got your original proof or purchase, or have any other issue, contact our Customer Services team for further advice.