Returns Policy

Returns Policy

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website and purchased through our shops.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2. Returns

2.1 If you have no other legal right to return a product and receive a refund orexchange, then you will nonetheless be entitled to return a product to us andreceive an exchange or a gift voucher to the value of the original item in accordance with this policy if:

(a) you notify us within 10 working days (including Saturdays) that you want to make a return;

(b) we receive the returned product within 30 days following the date of purchase (in shop) or dispatch of the product to you;

(c) the returned product is unused, in its original unopened packaging (withany seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(d) a valid proof of purchase is provided in relation to the returned goods;

(e) you comply with the procedure set out in this policy in relation to there turn of the product;

(f) none of the exclusions set out in this policy apply.

3. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2 Products returned under this policy must be sent by Royal Mail Signed Fordelivery to Smitten Lingerie to Love, 59 North Street, Chichester, West Sussex, PO19 1NB.

3.3 You will be responsible for paying all postage costs associated with returns under this policy.

4. Exclusions

4.1 The following types of product may not be returned under this policy:

(a) all briefs and swimwear are not returnable for hygiene reasons;

(b) Sale items;

(c) toiletries and cosmetics;

(d) any special orders that are customer specific;

(e) gift vouchers.

5. Exchanges

5.1 We will exchange a product to the equivalent value to the value of the originalitem in respect of any product properly returned by you in accordance withthis policy.

5.2 We will not cover the original delivery charges relating to the returned product.

5.3 We will not cover any costs you incur in returning the product to us.

5.4 We will process the exchange due to you as soon as possible and, in anyevent, within 30 days following the day we receive your returned product.

6. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; 

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7. Our details

7.1 This website is owned and operated by Smitten Lingerie to Love.

7.2 We are registered in England and Wales under registration number11234630, and our registered office is at Companies House.

7.3 Our principal place of business is at: 59 North St, Chichester, West Sussex, PO19 1NB.

7.4 You can contact us:

(a) by post, using the postal address given above;

(b) using our website contact form;

(c) by telephone, on the contact number published on our website from time to time; 

(d) by email, using the email address published on our website from time to time.