In order for us to process your purchases, we will need the following information:
Your rights to return goods are protected under the EU Distance Selling Directive. Our return policies are as follows:
Consumer Returns Policy – Cancellation of order
You can find a model cancellation form here.
All goods purchased from us online may be returned for a refund within 14 days from receipt of goods.
Before sending the parcel back to us, please contact our customer services via telephone, email or contact us form. You will be asked for the reason for the return and whether the item has been used. In addition, you will need to confirm your name, order number and postcode, so please have these available if you telephone. You will need to include the order/invoice number with your parcel when sending it back to us as failure to do so may result in delay of any refund.
The goods must be returned to us at the address on the bottom of your invoice for refund within 14 calendar days from notification of the return. The refund will be issued to the original payment method within 14 calendar days of receipt or proof of sending- see 4 below. Stockings, tights, leggings, panties, wigs, wig caps, eyelashes and contact lenses adhere to our strict hygiene policy and we ask our customers not to open or try on any of these products until you are happy it suits your needs. The packaging will need to be unopened and, without exception, not tried on or tested. Any items returned might not be refunded if found to have been worn or used.
May we please ask you to additionally note:
Returns Policy – Faulty, not fit for purpose or not as described Goods
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us
Should a product be faulty, not fit for purpose or not meet its description please let us know as soon as possible via email. Where we are advised of this within 30 calendar days after you have received the item, we will happily provide you with a full refund, replacement or if possible a repair of the product.
Where we are advised of this after 30 days you may be entitled to redress including a repair or replacement. If you advise us of the problem within six months of delivery, it is assumed that the defect was there at the time of delivery, unless it can be shown otherwise or unless this assumption is inconsistent with the circumstances (for example, obvious signs of misuse). If more than six months have passed, you must prove the defect was there at the time of delivery.
Before sending a parcel back to us, please send us an email firstname.lastname@example.org You will be asked for the reason for the return plus whether the item has been used. In addition, you will need to confirm your name, order number and postcode, so please have these available.
We will inspect returned goods and honour our legal obligations. We are sorry but we may not be able to offer redress such as a refund, repair or replacement until the original is returned.
If goods are of satisfactory quality, fit for purpose and meet their description (for example returned as damaged but where there are clear signs of misuse), and if you have not returned them as part of your 14 day cancellation period as explained above, then we are not legally obliged to offer any redress. We will inform you if this applies because in such cases we are happy to re-ship items back to you. Unless you tell us that you want the goods sent back to you, the goods will be destroyed within 91 calendar days from their receipt back to us.
The European Online Dispute Resolution platform can be used if you are unhappy with how we have dealt with you https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=EN
The contact email address is email@example.com.