Frequently Asked Questions & shopper's guide
We're keen to provide a pleasurable and unique choice of lingerie to spice up your love life but understand getting the right fit or style can be tricky especially when purchasing online for your partner. We want to help with your lingerie purchase and have collated a list of most commonly asked questions to assist you in your decision making. If you are looking for more advice on choosing the right lingerie for your body shape read our Size Matters article on our blog which gives fantastic advice from our resident erotic lingerie expert Bella. If you have a query about buying lingerie at FlirtyorDirty or even knowing when your parcel is going to arrive and can't find the answer you're looking for please contact us by email or phone 0845 643 1221.
Ordering from FlirtyorDirty
Q. Can I make an order over the phone?
A. Yes, call us on 0845 643 1221. We are happy to advise and process your order over the phone if would rather speak to someone than order on-line.
Q. Why is the size or colour I want not showing?
A. It is likely the product is sold out in that size or colour as we do not advertise products unless we have them in stock. Contact email@example.com as we may be expecting a delivery of the item you want or be able to pre-order the item for you.
Q. Can I pre-order an item not in stock?
A. Yes but you will need to e-mail us to arrange this. You may be required to pay in advance depending on the item ordered.
Q. I am concerned the product I want won't fit
A. Before ordering check our buyers tips and size guides which show how to convert to and from UK sizes. You can also read our blog entitled 'Size matters' which gives a great insight into the brands we stock and how they measure up. If you have a specific question, please phone or send us an email and we'll help you choose the right product. Items maybe returned if they are not right for an exchange or refund, but please read our Terms and Conditions for full details.
Q. Can I return my order for an exchange or refund?
A. In short - Yes with in 2 weeks of purchase, we make all the necessary payment or refund adjustments for you, we extend our returns policy for Christmas, allowing 2 weeks after 25/12 for returns. We have a no quibble returns and exchange policy, but we advise you read our Terms and Conditions for full details.
Q. My order won't check out, what's wrong?
A. The first thing to check is that you have entered your details correctly. A common error during check out is forgetting to select your credit card type in the very first drop down box. If your internet connection is unreliable this may also affect the check out process particularly during your Bank's security checks. If you are having difficulty checking out call 0845 643 1221 or +44(0)1271 268588 during office hours (9am - 5.30pm) and we will be able to help. If you prefer us to call you back or converse via e-mail we are happy to do this.
Q. How will I know if my order has been placed?
A. When you place an order with FlirtyorDirty you will receive an automated e-mail summarising your order details. However, it is not until your order is marked as processing that it has been successfully authorised. You will receive an order update email confirming this. If you have not had an e-mail stating that your order is 'Processing', there maybe a problem with it. First check your junk mail box or check that you have provided the correct e-mail address. Please be aware of global time differences, e-mail notifications are usually sent during office hours.
Q. Can I change my order after I have already checked out?
A. This depends, Yes - within a certain time frame, the sooner you contact us the more likely we can intercept your order being processed and despatched. Orders are generally despatched during the day at around 2p.m. If your order has been despatched, you will need to return it to us for correction and additional postal costs may be charged for re-delivery. Orders placed on Friday evening and over the weekend do not get despatched until Monday. We are happy to help with any changes required.
You can only cancel your order if your order has not been despatched, please let us know immediately, as orders are processed and packed very quickly on the same day. If your order has already been despatched please refuse it on delivery and it will be returned to us at no extra cost to you, we will then refund you when we receive it.
Q. Will FlirtyorDirty appear on my bank or credit card statement?
A. No - FOD Ltd appears on your credit card or bank statement NOT FlirtyorDirty.
Q. Can I pay by cheque, postal order or cash?
A. Yes, however you will need to place your order via post. Cheques and Postal Orders should be made payable to FlirtyorDirty Ltd. and crossed. Your order will be processed when your Cheque/Postal Order has cleared. If you wish to send cash please do so via Royal Mail Special Delivery for security.
Q. Why has my payment been declined?
A. On occasions your bank may refuse to authorise payment. This may be because your card information does not match the details provided, or your Bank has decided it is a fraudulent transaction. It may even be that you do not have enough funds in your account or none of the above. We will let you know as soon as possible by e-mail if your payment is declined and in most instances you will receive a courtesy call from one of our sales advisors. We cannot authorise a payment or process your order if your Bank declines it and will need to retake your details.
My payment has been declined, what should I do now?
A. There are 3 different solutions:
1) Contact your bank to find out why they have declined your payment then let us know and we'll reattempt to process your order.
2) Replace your order on-line checking that your address and payment details are correct, as personal information errors may be responsible. You will need to re-enter your card details, or that of a different payment card.
3) Speak to a customer service advisor who will be happy to help process your order over the phone. Just call 0845 643 1221.
Q. Who will deliver my parcel?
A. Royal Mail will deliver your parcel with your usual post. Our established business relationship with Royal Mail gives you confidence that you will get a great service and any postal issues will be dealt with efficiently. If you live overseas your parcel will arrive with your national postal service.
Q. Will you be able to tell what is inside my parcel on delivery?
A. No - Your parcel will be sent in discreet plain packaging and will have a small label on the back with our return address marked as FOD Ltd. This is the only distinguishing feature.
Q. Do you offer free delivery on all orders?
A. All orders over £12 that are going to be delivered to a UK address are sent for FREE with Royal Mail Second Class 2-3 day delivery service. The exception is single item orders under £12 which incur a £2 postal fee.
Q. How long will my order take to arrive?
A. Orders are despatched every day Monday to Friday at 2pm. If you ordered before this time it will be despatched that same day, during exceptionally busy periods your order may be despatched the next day. You will be sent an e-mail confirming despatch and tracking code if appropriate. Delivery times depend on the postal service chosen, please see below:
- RM48 - Should arrive 2-3 working days after placing your order
- RM24 - Should arrive 1-2 working day after placing your order
- SD - If you order before 2p.m this is guaranteed to arrive the next working day before 1pm
- Europe - 3-5 working days after placing your order
- Worldwide - 7-14 days from despatch.
Q. Can i get my order quicker?
A. Our standard delivery takes 3-4 days to be delivered however if you need to get your lingerie quickly you can upgrade your order to 1st Class Recorded Signed For. This service usually takes 1-2 days to arrive and costs £3.95 but FREE if your order value is over £50. You can also upgrade your order to be sent out via Special Delivery (£6.95) and it will be delivered next day before 1pm. If the value of your order is over £95 we offer Special delivery for FREE. We also offer a Saturday Special Delivery option which is delivered by 1pm on a Saturday. Orders must be placed before 2pm on a Friday to take advantage of this service.
Q. Can my parcel be sent to an address different to my billing address?
A. Yes, there is an option to provide a delivery address that is different to the billing address during checkout. You will be asked to check your delivery address and in this box there is an option to CHANGE ADDRESS. If you have trouble with this, drop us an e-mail or type the delivery address in customer comments box at checkout.
Q. Can my parcel be left for me if I am not in and it's too big for the letter box?
A. It depends on the postal method:
- YES - Second Class delivery does not require a signature on delivery so you have the option of leaving a comment at checkout about where you'd like your parcel left. This can either be a predesignated Safe place if you have one arranged with your postman or you could arrange for a trusted neighbour to receive the parcel on your behalf.
- NO - 1st Class Signed For, Special Delivery and Saturday Guaranteed Delivery require a signature on receipt of your parcel. If you do not think you will be in, then you can either have your parcel taken to a local post office, or nominate a trustworthy neighbour to sign for you.
If you live in a remote place and know your postman will leave items for you, exceptions are occasionally made by Royal Mail. Please write your postal instruction in the customer comments box at checkout or send us an e-mail immediately after placing your order and we will update the details for you.
Q. What will happen if I am not in when my parcel is delivered?
A. If your parcel has been sent via a Signed For service and you're not in, you should be left a calling card by your postman explaining where to collect your parcel from or how to arrange redelivery. We will have sent a tracking number via email when your parcel was despatched which you can enter on the Royal Mail Track and Trace page to discover the whereabouts of your parcel. Identification is normally required on collection from the depot. If your parcel has been sent via Second class delivery (RM48) and you are not in, your parcel maybe returned to your local Royal Mail depot without a card being left, therefore you will need to contact the depot.
Q. My parcel has not arrived in the time expected, what should I do?
A. Contact your local postal depot as soon as possible, we suggest no more than a couple of days after the expected date of delivery. Royal Mail or your National postal service will keep your parcel at the local delivery centre but return uncalled for parcels to us after 14 days if not collected. We will contact you on receipt of unclaimed parcels. You can find contact details for your local Royal Mail despatch office on the Royal Mail website. If they do not have your parcel please e-mail firstname.lastname@example.org or phone 0845 643 1221 for help and advice.
Q. My parcel has gone missing, how long do I have to wait to get a refund or a replacement?
A. Fortunately this is very rare but if your order has not been delivered within the expected time frame, and you have contacted your local delivery office and us but your order has still not arrived then Royal Mail will consider your parcel officially 'lost' after the time frames listed below. We can then proceed with replacing your order or refunding you:
- Special Delivery - 10 days after expected delivery date
- RM24 Tracked - 10 days after expected delivery date
- RM48 Tracked - 10 days after expected delivery date
- 1st Class Recorded Signed For - 15 days after expected delivery date
- 2nd Class - 15 days after expected delivery date.
- Europe - 20 days after expected delivery date
- Worldwide - 25 days after expected delivery date
Q. Do I have to claim compensation from Royal Mail if my order goes missing?
A. No we will do this for you. We will re-send your order or refund you for your lost item. However should Royal Mail decline our refund application and inform us that your lost item was subsequently delivered to you, you will be charged for the replacement order if you have not notified us.