Returns and Refunds Policy

CANCELLATION AND RETURNS

You have the right to cancel your order within the first 14 days. If you wish to cancel the contract and return the goods for a refund please email info@lovelaceuk.com with the details of the return along with the order number. Please wait to receive acknowledgment of your return request before posting the garments back to us.

You must then post the garment/s back to us within 14 days of delivery. You are responsible for the cost of returning any goods. We strongly recommend that you send all returns by recorded delivery to ensure that you have a record of return. We cannot be held responsible for items lost in the post. On the cancellation of a contract, any sum paid by the consumer will be repaid as soon as possible and, in any case, within 30 days of cancellation.

If you have received the goods before cancelling the contract, you will be under a duty to restore those goods to the supplier at your own cost and, in the meantime, to keep them and take reasonable care of them. This duty to take reasonable care ends if the consumer (at their own expense) sends the goods to the supplier. It is recommended that you retain proof of postage for all returned packages.

If you cancel the contract before receiving the goods and the carrier attempts to deliver those goods, you should not accept delivery. In this instance the carrier will automatically return the goods to us. In the event of the carrier leaving the goods, it is the suppliers’ responsibility to arrange return of the goods from you.

IMPORTANT – INTIMATE ITEMS

Please note that ALL hoisery and open front/crotchless garments are classed as an “intimate item” under UK law and cannot be returned once opened. Furthermore, we cannot accept returns of undergarments such as underwear, panties, briefs and thongs, holdups, bodysuits, body stockings, tights, shapewear, nipple covers, socks and leggings. We are also unable to accept returns of some corsets which are special orders and as such cannot be returned once purchased. We highly recommend that you use the sizing guides before placing an order.

Due to the personalised nature of our products, garments may only be returned if they have not been worn – other than to try on over your own underwear – the point-of-sale swing tickets remain attached or the items are in unopened and original packaging. Please note that in general lingerie items do not come with a hygiene strip unless purchased in store.

Furthermore, gift and/or presentation boxes provided do not generally have a seal and are a loose lid cardboard type.  Where an item is supplied with a free gift or extra packaging, that free gift or extra packaging must be returned as part of the item.

Refunds will only be given where the garments have been returned to our address and are deemed to meet with the requirements previously stated. You have a duty of care to ensure all items are returned to us in the same original condition as they were received; this includes the presentation boxes. Original postage costs, paid by the customer, will be refunded if the full order has been returned. Partial returns of an order will not quality for a refund of the original postage cost. Similarly, if the return of an item brings the original order value under the threshold for our free delivery service, and free delivery was the chosen shipping method, then the refund will be issued less the cost of second-class postage.

Please ensure that all boned items (corsets, slips, and waist cinchers) are returned as received. They should not be rolled or squashed as this will damage the garment and may mean the item is received by our warehouse in an unsaleable condition. If this is the case, refund or exchange will be refused.

If returns are rejected, the garments will be destroyed and there will be no liability on the part of the company for refund of the cost of the goods or postage.

EXCHANGES

All items supplied to the customer are new. Due to the personalised nature of our products, garments may only be returned if they have not been worn – other than to try on over your own underwear – the point of sale swing tickets remain attached or the items are in unopened and original, undamaged packaging. You have a duty of care to ensure all items are returned to us in the same original condition as they were received; this includes the presentation boxes.

If you wish to exchange the goods for a different size or garment you must email info@lovelaceuk.com with the details of the return, including the order number, within 7 days following the date of delivery. Please wait to receive acknowledgment of your return request before posting the garments back to us.

You must then post the garment/s back to us within 14 days of delivery. You are responsible for the cost of returning any goods.

We strongly recommend that you send all returns by recorded delivery to ensure that you have a record of return. We cannot be held responsible for items lost in transit.

Products may only be exchanged for a different size or colour in the same range or for another garment of equal or lower monetary value and the difference in cost refunded accordingly.

Only one exchange or refund can be made per order.

CHANGES TO YOUR ORDER

We aim to despatch all internet orders by the next working day which means that amendments to your order can be difficult. Please email info@lovelaceuk.com you’re your order number and changes you would like to make and we will get back to you as soon as possible to let you know if there was time to make the changes.

CONSUMER RIGHTS

None of the above Terms and Conditions affects your statutory consumer rights.