Delivery and Returns
EU Shipping Suspended
We regret to announce that due to customs clearance issues caused by Brexit, orders to countries within the EU are temporarily suspended. If your address is based in the EU, unfortunately we won’t be able to ship to you until further notice :
Republic of Cyprus
We apologise for the inconvience this may cause. We value our community and customers, wherever they are around the world. It is our aim to solve this as soon as possible. If you have any questions, please contact us on email@example.com
Covid Shipping Update
Due to Covid Travel restrictions, our team is processing orders on Tuesdays and Fridays only. If we have to make changes to these days we will contact you directly via email.
You have the following options for you to choose from:
Royal Mail Standard Service (2-3 working days including Saturdays) £5.00
Royal Mail 1st Class Service (aims to deliver next working day including Saturdays) £8.00
Royal Mail Special Delivery Guaranteed Tracked (guaranteed next day delivery before 1pm including Saturdays) £15*
Royal Mail Europe International Shipping Tracked & Signed (aims to deliver to Europe within 3-5 working days) £18**
Royal Mail USA International Shipping Tracked & Signed (aims to deliver to USA within 5-7 working days) £25**
Royal Mail Rest of World International Shipping Tracked & Signed (aims to deliver to USA within 5-7 working days) £25**
If you purchase one of our signature 'Silhouette' badges you will qualify for Free UK Shipping as for every badge sold, £2 will be donated to Bloody Good Period! We also offer Free UK Shipping for our WIM Tote bags. Please note, if you purchase the badge or tote along with other items, you will be asked to pay for shipping on the other items in your basket.
If you purchase the 'Silhouette' badges or WIM tote outside of the UK, you will be charged £5 for the shipment of these items. If you purchase either of these items alongside other pieces in our collection, you will pay the standard international shipping cost for your country, and the £5 will be added on. Please note for international shipping of these items, there are caps in place. The maximum quantity for 'Silhouette' badges is 5 per order; for the totes, the maximum is 3 per order. These is a note on the product listings detailing this. If you order above this number, you may be charged additional shipping costs prior to us processing and sending your order.
Please note that the bedding sets available are NOT eligible for shipping. They are eligible for collection from our London Studio or delivery within 1 mile radius from our London Fields location. If you would like to organise a collection via a private courier from our address at your expense, please get in touch on firstname.lastname@example.org
If you purchase the bedding set in conjunction with other items, prior to posting your order we will email you to enquire how you plan to collect or receive the bedding. Other items can be posted using the shipping you selected but the bedding will not be.
*In light of the current situation with the coronavirus, please be aware that Royal Mail is also running a slightly slower service than usual. If you select the Special Delivery Tracked service, please note that the guaranteed delivery time has been changed from 1pm to 9pm. When processing your orders, you can be assured that we are taking extra precautions to protect our customers. All items have been prepackaged by our suppliers; when wrapping and posting your items, we wear gloves and protective face masks. Royal Mail are also following preventative guidance from the Public Health Authority and have made adjustments to their parcel handling procedures.
**Orders must weigh under 2kg to qualify for this price. For any order that weighs over this amount, there may be additional charges. Please note that custom charges are not included in our shipping costs. Custom charges are at the discretion of the receipting countries customs agency. There may be slight delays with International Shipping due to the coronavirus.
Please feel free to email us at email@example.com if you require any further information regarding our shipping options. We aim to get back to you within 48 hours. Any enquiries made on Friday will be picked up on the Monday, or possibly sooner.
Thank you for your patience at this time.
All underwear bottoms (including culotte, hipster, high-waisted brief, sleep brief, triangle brief, bodysuit) are non-refundable and non-exchangeable for hygiene reasons.
All Sale items are final.
No refunds will be given on any product except in the case of damaged items, which must be reported to firstname.lastname@example.org within 7 days of receipt.
Our UK returns policy lasts for 14 days. Unfortunately, if 14 days have gone by since your purchase we will not be able to offer a refund or exchange. If you have received your item later than predicted due to the impact of the coronavirus, please notify us at email@example.com and we can consider your case in light of this delay.
To be eligible for a UK return, the item must be unused and in the same condition that you received it. It must also be in the original packaging. Customers are required to pay for the return shipping charges and tracking information.
For us to complete a return, we need your reason for return sent to firstname.lastname@example.org followed by a receipt of proof of purchase.
We only replace items if they are defective or damaged. If possible, please include photos of the damaged item in your email. If you require an exchange for a damaged item, please state so.
International orders are NOT eligible for returns and are non-refundable, except in outstanding circumstances. If you believe to have an outstanding circumstance, please contact us on email@example.com
Shipping Returned Items
After we have accepted your request to return an item (this must be confirmed first via email), you can ship the item back to us. You are responsible for paying for your own shipping costs when returning the item. Shipping costs are non-refundable. We would recommend you use a trackable shipping service as we cannot guarantee that we will receive your returned item. In this case, we can not provide you with a refund.
Once we have received your return and inspected the item, we will send an email to inform you that we have received it. We will also notify you of the approval or rejection of your exchange or refund request.
If your exchange is approved, we will post out a replacement to the same delivery address on the original order. We will notify you (via email) that we have sent the replacement item and will provide an estimated timeframe for delivery. You will be responsible for shipping costs.
If your refund is approved, we will process this. The credit will automatically be applied to your original method of payment.
Late or Missing Refunds
If you haven't received your refund within 14 days, please firstly contact your bank and credit/debit card company as sometimes there are delays in refunds being officially posted to your account. If you have done this and you have still not received a refund, please contact us at firstname.lastname@example.org and we can investigate this further.