Returns & Refunds

The short version

You can cancel most orders within 14 days of delivery for any reason — but for hygiene reasons, intimate products cannot be returned once their hygiene seal is broken or the product has been used. Faulty products are always covered, unsealed or not. To start any return, email [email protected] with your order number.

1. Your 14-day right to cancel

If you are a consumer, under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. You then have a further 14 days to send the goods back.

Important hygiene exception: most products we sell are sealed goods which are not suitable for return for health protection or hygiene reasons. Your right to cancel is lost if the hygiene seal or protective packaging is opened, or the product shows signs of use. Lingerie and hosiery with hygiene strips removed, and any product that has been worn or used, cannot be returned unless faulty.

2. How to cancel and return

1. Email [email protected] within 14 days of delivery, stating your order number and that you wish to cancel. A clear statement is enough — no form is required.
2. We will reply with return instructions and the correct return address. Please do not return parcels without contacting us first — orders may ship from different fulfilment locations and using the wrong address will delay your refund.
3. Send the goods back within 14 days of telling us, unused, unopened where sealed, and in their original packaging. Please use a tracked service — the goods are your responsibility until they reach us.

Unless the product is faulty or not as described, you are responsible for the cost of return postage.

3. Refunds

Once we receive the goods (or evidence you have sent them), we will refund you within 14 days to your original payment method. The refund covers the product price and the standard outbound delivery cost (not any premium delivery upgrade). We may reduce the refund to reflect any diminished value caused by unnecessary handling of the goods.

4. Faulty or incorrect items

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described. If something arrives damaged, develops a fault, or isn't what you ordered:

• Within 30 days of delivery you may reject it for a full refund, including return postage.
• After 30 days and within 6 months, you are entitled to a repair or replacement; if that fails, a refund.

Email [email protected] with your order number, a description of the problem, and photos where possible. Do not continue to use a faulty product. We cover return postage for faulty or incorrect items.

5. Exchanges

We're happy to exchange unopened, sealed items for a different size or colour within 14 days of delivery — contact us and we'll arrange it. If the replacement costs more, we'll take the difference; if less, we'll refund it.

6. Anything else

Nothing on this page limits your statutory rights. Translations of this page are provided for convenience only; the English version prevails.