Can I cancel or change an order?

We cannot cancel or amend any orders once they are placed, as they are automatically forwarded to the warehouse system for dispatch in a timely manner. This means that we are unable to change anything about your order. All orders can be returned to us for a refund within 30 days. If you have forgotten to add an item to your order, please place a second order and we will get this sent out for you separately.

Can I add items to my order?

We cannot cancel or amend any orders once they are placed, as they are automatically forwarded to the warehouse system for dispatch in a timely manner. This means that we are unable to change anything about your order. All orders can be returned to us for a refund within 30 days. If you have forgotten to add an item to your order, please place a second order and we will get this sent out for you separately.

Can I combine orders?

We cannot cancel or amend any orders once they are placed, as they are automatically forwarded to the warehouse system for dispatch in a timely manner. This means that we are unable to change anything about your order. All orders can be returned to us for a refund within 30 days. If you have forgotten to add an item to your order, please place a second order and we will get this sent out for you separately.

Do I have to pay import duties?

You may need to pay for the import duties if you are outside of the UK and the EU. You will need to pay this so that your order can be released from customs. We are unable to tell you what these charges will be as they vary from country to country. Please ask your local post office services for any more information on this. We cannot change anything on our custom label as this is a legal document, we must declare the full value of the goods.

How can I get in touch?

Our friendly customer service team would love to help you with any enquiries that you may have.
Customer service number: 01793 487100
Customer service email: sales@lingerieoutletstore.co.uk
Customer service open hours: 8am to 5pm Monday to Friday

Can I send my order back if I live outside the UK?

Yes, you can. Please email the customer service team and they will give you all the information on how to return an order to us.

How long will it take for me to get my refund?

We process UK returns within 6 working days of receiving the order back at our warehouse, once the order is refunded it can take 3-10 working days for the amount to show in your account, depending on your card issuer. If you haven’t received a refund after this time, please email us or give us a call and we can investigate this for you.

Where do we ship orders to?

We ship orders worldwide, there isn’t a country that we cannot deliver to.

Do you offer exchanges?

We do not offer exchanges right now, you can return your order back to us for a full refund and then reorder a different item.

Do you send orders to BFPO address?

Yes, we do if you choose this please make sure you enter your BFPO and code number e.g. BFPO 1452 into the postcode.

What do I do if my order has been declined?

If you order has been declined please contact your card issuer before calling our customer service team, if you used PayPal please contact us immediately.

Some of the reasons for your order to be declined are:

  • Card number inputted incorrectly
  • Name on the card is different
  • Insufficient funds in account

Make sure you contact your card issuer before contacting us.

Can I place an order over the phone?

Yes, we accept phone orders, please call the customer service team and they will be happy to help you further.

How do I use the Promo code?

There is a box just before you pay, you can enter the code in there. Please note that codes are one use per customer, this also applies to any offers or deals we may be running. Some codes do expire, please see the newsletter for further information. We cannot reuse any codes if you have returned any part of the order.

Why is my parcel undeliverable?

If Royal Mail deems the order is undeliverable they will send it back to us as a return to sender for the following reasons:

Incorrect Address

If the address is incorrect, has an incorrect postcode or outdated address, Royal Mail will send this order back to us. Please make sure that your order has the correct address on your order before you place the order.

Failed delivery attempts

Royal Mail will attempt to deliver your order for you but if you are not in they may leave it with a neighbour or they will take it back to your local depot, they will always leave you a card to say they have been and where your order is.

Sometimes orders are sent back to us as undeliverable, when we receive these orders back we will send you an email to let you know that we have received the order back and that we have issued a full refund for this order. We are unable to re-ship orders that have come back to us as undeliverable, if you would still like these items then you are more then welcome to place another order with us.

What delivery service do you offer?

All our orders are sent via Royal Mail from our warehouse in the UK. We offer 2nd class shipping alongside 1st class and next day shipping, please see the shipping options when you place your order. We charge a flat rate for international orders.

I have a faulty item, what can I do?

Please send us an image of the fault and your order number to customer service team at sales@lingerieoutletstore.co.uk. Once we have investigated this more for you we will contact you with a resolution for this order.

Do you offer Student discount?

We do not right now, but we are working on this.

If I have ordered on Amazon and eBay can I return?

Yes, you can please open a returns request on eBay or Amazon and this will provide you with the information to send the orders back to us.

How do I return my order?

You have a 30-day return window from the day that you receive the order to send it back to us. There is an address on the invoice for you to send your order back to us, please make sure that you also include your name and order number or reference number in the parcel, so we can find this order for you. Please note that we do not accept any bottoms back if you are not sending the item back as part of a matching set.

When you return an item please make sure that the item has all its original tags attached and the original packaging if you do not have these we will not be able to issue the refund for you.

We do not issue refunds for the original shipping and handling.

Can I pay with my card or with PayPal?

We accept all major card providers, we do not accept American Express. You can also pay for your order via PayPal as well.

I can’t see my refund?!

If you cannot see a refund in your account after we have issued it, please contact your bank and see if they can locate this refund for you.

I’m missing items, what can I do?

If you are missing items from your order, please contact our customer service team via email or phone and they will be able to help you with this matter. Please make sure that you have your order number to hand when you send an email or phone us.

How long will it take for my order to arrive?

Orders within the UK that are sent via Royal Mail 2nd Class can take 3-5 working days to arrive, 1st Class can take 1-3 working days and Next Day will be delivered by 1 pm on the next working day. Orders that are placed outside of the UK are sent via Royal Mail International and can take 10-15 working days to arrive. If your order hasn’t arrived within these times, please contact our friendly customer service team and they will help you more.

How long does are orders take to get to Ireland (Republic Of)?

Orders to the Republic of Ireland are classed as Royal Mail International and can take 10-15 working days to arrive, we do not have a service to make ship faster. Please wait the full 15 days to see if your order arrives if it doesn’t please contact our customer service team and they will be able to help you more.

My order hasn’t arrived, what can I do?

Our delivery times are counted as working days (this doesn’t include weekends and bank holidays) from the date the order was dispatched. It is very rare for orders to get lost in the post, we ask that customers wait for 10 days before we will class a parcel as lost. For our International orders, we class an order as lost after 20 working days.

If your order doesn’t arrive within these times, please contact our customer service team and they will be able to investigate this with Royal Mail, lost parcels can only be investigated up to 45 days after dispatch. If you still haven’t received your order after this timeframe there will be nothing more, we can do for you.