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FAQ's and Terms & Conditions

Important Note: To be sure that you receive your order confirmation with your purchase details and order number, please add stevenagefittingroom@gmail.com to your address book so the email is not picked up as Spam.

We reserve the right to alter these terms and conditions at any time with immediate effect and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

Terms & Conditions of Sale:

No contract will exist between you and The Fitting Room for the sale until The Fitting Room accepts your order by e-mail and confirms, by email, that it has dispatched your order. For the avoidance of doubt, any such contract will be deemed to have been concluded in the United Kingdom. Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of England, and you and The Fitting Room irrevocably submit to the non-exclusive jurisdiction of the English Courts.

Image Representation:

We have made every effort to display the colours of our products that appear on the site as accurately as possible. However, the actual colours you see will depend on the resolution of your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product upon delivery.

Order Dispatch, Click & Collect, Special Order Items and Delivery Dates:

Click & Collect

All in stock items will be ready for collection within 48 hours and you will receive a text or telephone call to advise you that your order is waiting for collection.  Some items will need to be ordered in and this is noted on the screen before you place your order, please allow additional time for this order to arrive with us.

In Stock Items

Items will be dispatched within 1-3 working days but at busier times of this year this may take up to 5 working days.  Working days include Monday to Friday.

Special Order Items

There is no charge for Special Orders and items can be returned for a full refund or an exchange without charge unless other instructions are specified on the product screen.

Being a small company, we found that materials of some bras deteriorated over the time they were held in stock. By offering these items on Special Order it means we can offer a wider range of lingerie, it also ensures the lingerie you receive is of optimum quality. The delivery time on these items is 5-10 working days and these items will be ordered 24 hours after you place your order - this gives you time to change your mind if you decide it is too long to wait, however, the wait time is clearly noted in the basket and on checkout. We will endeavour to dispatch your order within the specified times but there will be very occasional times when certain items are out of stock or no longer available, if this happens we will notify you of any delay or stock issue before your delivery is due.

We understand goods are needed urgently sometimes and there is a field on the checkout page where you can notify us of any date you might need your goods for.  Please use this box to tell us if you need the goods urgently as this helps us process your order more efficiently.  

Upon receiving your order we will send you confirmation and then again when the order has been dispatched so you know when to expect it.  You are able to log into your account and check on the status of your account at any time.  Delivery times quoted on the website are for UK customers and overseas customers should allow for the additional delivery time to their country.

My order has not arrived, what should I do?

We send all of our packets via Royal Mail using the delivery option you have chosen on checkout and all have Insurance on them for loss.  If your parcel has not arrived we ask that you allow 15 WORKING days from the date of your dispatch email for your parcels arrival as the Post Office will not consider any package missing until 15 working days have elapsed.  For overseas addresses, please allow up to 6 weeks for your parcel to arrive.  After this time please contact us and let us know that there is a problem so we can sort it out.

Postage and Packaging:

We will send items to UK addresses by standard 1st Class postage with Proof of Delivery. Any additional service will have to be paid for at time of purchase and if you require Insurance on the package please ensure this option is taken at time of checkout.

Should you require an item to be sent on Next Day Delivery we will be able to do this for an additional charge on 'In Stock, Immediate Dispatch' items only and the order must be placed by 12pm.

Overseas packages are sent via Royal Mail Airmail and quoted delivery time is 5-10 working days however, there has been the rare occasion where a package has been held in customs at the destination country and this could hold up the delivery time. Any Insurance on the package is an additional fee, please choose this option at time of checkout.

All items are sent in waterproof and tamper proof opaque plastic envelopes.  If the package is being sent outside of the EU the required customs label will state that the package contains 'Clothing'. Please be aware that duty may be payable upon receipt of the package in your home country and we will not be held liable for these fees. This is your responsibility so please be aware if any charge may exist.

Sale and Clearance Items:

We endeavour to keep the available sizes as up to date as possible and all clearance items offered will be in stock and available for delivery.  As we are a working shop, there may be the occasional time that an item will be out of stock when the order is picked, if this is the case you will be advised but not charged for this item.  Should you purchase a set (i.e. bra or bikini set) and only one part of the set is in stock you will be notified before your card is charged and you are then free to cancel the order so you are not left with oddments.

Refunds & Returns:

Please see our page on Refunds and Returns for more information.

High value special order items:

Please note that ALL  special order high value items are non-returnable and so different terms apply to these items.  It will be noted on the screen that these items cannot be returned so please be sure you have ordered the correct colour and size you require.  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.

Paypal Payments and Security:

We currently are only accepting payment by Paypal unless you pay over the telephone or instore. All Paypal payments will go through our sister site www.lingerie-heaven.com and these details will be noted on your statement.  All prices quoted, and payments you make, will be in GBP.  If you hold a card in another currency you card will be charged at the Exchange Rate for that day.  Please use a currency converter to give you a guide as to how much you will be charged for your order.  Please note that this will be a rough guide as the rate may differ on the day the order is processed and your card charged.

We do not hold any of your sensitive card data and all of your personal information is encrypted within our site by use of an SSL Security Seal and we are not able to access any of your card details or information.

Discount Codes:

Any abuse or use of multiple discount codes will endeavour the order invalid.  You may only use one code per order.  All monies will be returned by the method it was paid and the order cancelled.  Any returns will be subject to adjustment if a code has been used.  Discount codes cannot be used in conjunction with any other offer or affiliate scheme.

Guarantee - Faulty Goods:

We guarantee our lingerie and swimwear for three months from the date of shipping providing that you have followed the appropriate washing instructions and care guide on the garment. Faulty goods must be returned together with a covering note explaining the problem. A refund or exchange will be given in these circumstances.
PLEASE NOTE: Underwire bras and bikinis should not be placed in any washing machine or drier but washed by hand and allowed to drip dry to avoid any damage to the wires or the shape of the garment.

The Fitting Room reserves the right to cancel any order for any reason, without limitation, whether or not payment has been received.  You will be informed by email should this situation arise and any monies charged will be refunded immediately.

We hope this has covered everything you need to know, but should you have any other query regarding our terms, service or items then please feel free to email or telephone us, you will find our details on the contact page.

E&OE