Returns & Exchanges Policy
We do not want to refuse refunds or exchanges and will only do so if our terms and conditions are not met.
Standard Returns for exchange/refund
We are sure you will love your order, but if the size or style originally chosen is not correct, we are happy to refund or exchange, provided the items are returned unworn, in pristine condition and within 14 days of purchase. Please note returned items are checked carefully and it is easy for us to tell the difference between worn and tried on.
We will Free post your exchange item (if in stock), offer a suitable alternative or refund your credit card if preferred on the same or next working day of receiving your return. N.B Postage costs incurred by us to return items that are refused exchange/refund will be charged to the customer.
Faulty item return/exchange
All items are thoroughly checked right through the manufacturing process and checked by us again before dispatch. In the unlikely event that your product is faulty, we will happily exchange the lingerie/item or refund your money, within 14 days of original dispatch, provided the goods are not damaged by the customer, unworn, unsoiled (no make-up, perfume, deodorants , etc.), in their original packaging with all labels in place and in the same physical state as they were when supplied. We will refund ‘second class signed for’ postage, to return the faulty item to us. We will Free post your replacement item (if in stock), offer a suitable alternative or refund your credit card if preferred on the same or next working day of receiving your return. If you wish to speed up re-delivery of a replacement purchase please contact us by e-mail for options at this address email@example.com.
Postage costs - unless we have made a mistake. Lingerie that has been worn. Items returned to us damaged and in an unsaleable condition for example smelling of perfume, marked by make up, body odour, cigarette smoke, deodorants, pet hair, excessive force, or any other similar treatment the item will not be refunded or exchanged. For hygiene reasons packaged stockings once tried on cannot be returned. Also g-strings, pearl thongs and micro bikinis cannot be exchanged if tried on without briefs underneath. UV light is used to detect this. Lingerie sets must be returned complete, we do not exchange or refund part of a set. (i.e. a bra and knicker set). We will confirm by e-mail after your web order is received by us, as mistakes cannot be rectified once we order from Axfords. Lola Luna G-strings cannot be returned if the packaging has been opened and the item tried on. N.B Postage costs incurred by us to return items that are refused refund will be charged to the customer.
How to Return a product
To return an item fill out the returns form available to download here. If you do not have a printer, please enclose a note with your order number, the reason for return and instruction for action i.e. refund or exchange. You may use the returns address label provided in your parcel which has your unique order number on it. We advise all returned items should be sent insured via Royal Mail Recorded Delivery and that you to retain your proof of postage.
Send Returns to:
9 Hills View
Please note: We are unable to credit you for packages that we do not receive and don't refund postage and packing costs unless we have made a mistake.