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Refunds & Returns

 

We know how important it is to get a bra that fits you correctly so we have a No Quibble Returns and Exchange Policy.  If you are unsure on whether your bra fits then please visit our Fittings page for more advice.  If you would like to exchange for another size then you are welcome to do so, we do not charge any extra for postage so, while you have to pay for your returns to us, all exchanges will not incur any further postage charges from us.

No Quibble Returns Policy:

If you are unhappy with the goods you have received for any reason then you are welcome to return them to us within 14 days of order dispatch. The goods must be returned with their tags intact, and if it was received in packaging this must be unopened, goods must be unworn and unwashed and in the same condition they were received.

We do not offer a pre-paid returns service so please ensure you get Proof of Postage (free from the Post Office) or send the package back via an insured service to:

Lingerie Heaven
49 Aston End Road
Aston, Stevenage
SG2 7EX

United Kingdom

Return of goods bought using a discount code:

Any returns will be subject to adjustment if a code has been used.  If a voucher for a minimum spend has been used and the return brings your total spend to under the threshold for this spend then the discount originally given will be deducted from your refund.

Exclusions

Unfortunately we cannot offer this guarantee on Hosiery, Briefs, Thongs or Bikini bottoms for hygiene reasons so please ensure you order the correct size, colour and style.

Please note that all Fauve Lingerie is non-returnable because they are Special Order items so be sure you have ordered the correct colour and size.  You will be contacted when you order these goods to confirm you understand this our policy on this and your confirmation will be required before the goods are ordered for you.

Matching Sets:  We understand that our customers like to buy matching sets so we have a policy on the return of these.  Should you buy a matching set (ie. bikini top/bra and brief) and you are unhappy with the top/bra then you are welcome to return the set.  However, to be able to continue to offer this policy we ask that you do not remove any brief or pant from the packaging received, remove any tag or try the item on until you are 100% happy with the fit of the top/bra and are sure that you will be keeping it.  Should you return any brief/pant that does not meet this criteria the item will be returned to you and no refund will be given.

THESE CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.

Returns Period

Our normal returns period is 14 days from the date of confirmed dispatch.  We have an exception for Christmas and Valentines Day to allow for the exchange of ill fitting and unwanted items.
Christmas :- Return by 14th January
Valentines Day :- Return by 1st March

Refund and Exchange Policy

Gift box and delivery charges will not be refunded and gift boxes will not be replaced. Please use the form enclosed in your package to return the items and obtain free proof of postage from the post office.  We do not yet have a free returns service so you will have to pay for return postage. If you would like a replacement and the cost of this is more than you paid for original item then the difference will have to be paid before your replacement is sent.

Any refund due will be sent to you in the same method that your payment was made.  This will be processed within 7 days of your return arriving with us.

Returns from Overseas Customers: Important Note

Please do NOT return your goods by Federal Express as they charge an 'Administration Fee' to us for receiving returned goods.  This, unfortunately, this will have to be deducted from your refund.  All other postal couriers and services will not make this charge.  Please remember to clearly mark your package as 'Returned Goods'.

Payments from Overseas Customers

Your card payment will be processed in GBP Sterling and your receipt will show GBP Sterling prices. If your card is held in a different currency, your card issuer will charge you the Currency Exchange Rate in use for that day and this will be shown on your monthly statement. Please note that any refund will be made in GBP and your card issuer will refund you using the Exchange Rate that is in use for that day and this could be different to the original rate you was charged when making your payment. Your card issuer may also levy a currency conversion charge and/or a transaction fee, and this may not be reversed in the event of any refund or order cancellation. This means that your refund could be slightly more or less than you were charged and we will not be responsible for this difference.