Returns & Refunds

Returns Policy

How do I cancel my order?

Please contact us as soon as possible on info@queen-annes-lace.com. If the order has not already been shipped, we will refund the entire cost of the order, including any postage charges. If you want to cancel part of your order, we will refund the cost of the items that you have cancelled and will send the rest of your order to you.  If the order has already been sent you will be liable for all postage costs, refunds for the items will be made on receipt of the returned items.

 

Hosiery (stockings, hold-ups and tights)

You can cancel these items before we have sent them to you. After we have sent them to you, you can only return them if they are in perfect condition, the packaging is unopened, the items are unworn and the tags remain in place.

 

Items with a gusset (thong, brief, knicker, panty, panty girdle, teddy or bodysuit)

You can cancel these items before we have sent them to you. After we have sent them to you, you can return them provided that they are in good condition, and you have tried them on over your own underwear.

 

Other Garments

You can cancel these items before we have sent them to you. After we have sent them to you, you can return them provided that they are in good condition.

 

Intimate and Indulgence Products

By the very nature of these products, these items are non-returnable unless they are in their original packaging and unused.

 

How long do I have to cancel my order?

If you want to cancel your order after we have sent it to you and the items are not faulty, you must inform us within two weeks of delivery. This is the 7-day cooling-off period that you are entitled to under the Distance Selling Regulations plus an extra 7 days.  During this period, you can cancel your order for any reason. Provided that the items are eligible to be cancelled and are in good condition, you can return them for a refund or an exchange for items of the same or lesser value. We will not refund postage charges for orders cancelled after they have been sent. You are responsible for any postage costs associated with returning the items and refunds will be made on receipt of the returned items.

After two weeks have passed, we do not have to refund your order. However, if the items are in good condition, we will offer you an exchange for items of the same or lesser value. Please contact us on info@queen-annes-lace.com to check whether this can be arranged.

 

What is meant by “good condition”?

The item should be clean and undamaged. It should not be affected by any odours or stains, any detachable straps should still be attached. All of the garment labels, hang tags and hygiene strips (if applicable) should be intact.  Please be considerate of the fact that we deal with your returns personally. Garments that are not in good condition when they are returned to us will be disposed of immediately, and no refund or exchange will be given.

 

What if an item in my order is faulty?

In the unlikely event an item that we have sent to you is faulty when you receive it, you are entitled to return it for a replacement or refund provided that you notify us within 6 months of receiving the item.  If you can provide proof of the fault (for example, by sending us a photograph of the fault by email) you may not need to return the item.

If we ask you to return the item, you can request that we cover the cost of returning it by standard recorded delivery. We will not cover the costs of any other courier or express delivery.  We are not responsible for lost packages.  Please note that we cannot refund money to your card that wasn't spent with us, so we have to send you a cheque or similar method of payment for the return postage costs.  Customs, duties and other related charges are the sole responsibility of the customer and cannot be refunded