Returns Policy
At Discreetly Divine we want our customers to be happy with their purchase thus we will do our utmost to be flexible and understanding wherever possible. For clarity we have detailed our returns policy so you can understand the restrictions and boundaries on which we accept returns and exchanges of our items.
Change An Order
If you have placed your order and have a change of heart, you are welcome to change your purchase at no extra expense provided your order has not been despatched. You should contact us - by email or by calling 0845 467 2231 (Our office hours are 10am – 5.30pm GMT, Monday to Friday) - as soon as possible. Make sure you have your order number to hand, and we will do all we can to make the changes.
If your order has been processed, you will need to follow our returns procedure. Follow this link to see what to do.
Cancel An Order
If you wish to cancel your order for whatever reason under Distance Selling Regulations (DSR) a customer has the right to cancel the contract at any time up to '7 working days starting the day after delivery'. Any paid postal/carriage charge is non-refundable and will be deducted from the refund.
Any goods that are 'unwanted' or not required for any reason, the purchaser is responsible for the cost and return of those goods to us.
To qualify for a refund or exchange
• Due to the intimate nature of our products, refunds can only be allowed when returned goods are in the original packaging, clearly unopened with any tags and security seals still in place, and the items are not soiled or damaged outside of transit. We are sure u understand that any goods removed from the packaging cannot be returned as we can not guarentee the conditions under which the items were tried on. Like any other lingerie store we are unable to accept returns for such items.
• Items can only be exchanged if they are in the same condition as received i.e. saleable condition - unless they are deemed damaged or faulty.
• Before sending back an item as faulty, please ensure you have read the manufacturer's instructions in detail. You may incur postage costs if our tests demonstrate that an item is fully functional.
• Any paid postal/carriage charge is non-refundable unless goods are deemed damaged or faulty.
• Refunds can only be allowed when returned goods are in the original packaging with any tags and security seals still in place, and the items are not soiled or damaged outside of transit.
• Items can only be exchanged if they are in the same condition as received i.e. saleable condition - unless they are deemed damaged or faulty.
• Before sending back an item as faulty, please ensure you have read the manufacturer's instructions in detail. You may incur postage costs if our tests demonstrate that an item is fully functional.
• Please note any "Gift Wrapped" items are non refundable as some of these items have to be reomved from their original packaging.
Any paid postal/carriage charge is non-refundable unless goods are deemed damaged or faulty.
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Exceptions to the above:-
We give correct size indications on our web pages but should one of our clothing or lingerie items not fit then you can return it for a refund or you can exchange it for an alternative size or product provided the item/s is unused, unlaundered and any tags and security seals are still in place.
If an item is returned and found to have been worn and not in the pristine condition it was despatched, then health and hygiene restricts us offering an exchange or refund and the item will be returned to you at your expense.
Goods returned for exchange
If any product/s not damaged or faulty are returned for exchange, a re-delivery charge of £4.95 applies, regardless if the original order had a paid or free delivery. Any amount for re-delivery and/or product price adjustment has to be paid prior to dispatch of the order. For any goods that are returned for exchange, the purchaser is responsible for the cost and return of those goods to us.
How will you refund me?
Once items are safely back in our hands and we are happy they adhere to our returns policy, a refund will be issued within 7 working days using the same method of payment as the initial transaction - with the exception of postal orders or cancelled cards, which will both be refunded by cheque.
We reserve the right to refuse a refund if we believe the goods have been used, opened or the seal has been broken, noting the above product conditions.
We have tried to make our refund/exchange procedure as painless and straightforward as possible, but if you do have any further queries then please email the Discreetly Divine team or call us on +0845 467 2231 (Our office hours are 10.00am – 5.30pm GMT, Monday to Friday).
Returns Procedure
Please view our returns policy above for specific details of our accepted refund, exchange and warranty terms.
So what do I do next?
• Get a returns number: Just call or email the Discreetly Divine team with your order number and personal details and we will issue a returns number to ensure we can action your request as quickly as possible. Unfortunately goods can only be returned or refunded with a specific returns number to enter back into our system, so please ensure you gain this.
• By email
• Call: 0845 467 2231 (Our office hours are 10am – 5.30pm GMT, Monday to Friday)
• Post back your item: Send back your returned item to the address given, ensuring the return number is clearly marked on the outside of the package. If you require an exchange, please ensure you include the details as requested by our Customer Services Team within the package.
Please note we are not responsible for the receipt of any product/s which are not returned to us by Recorded/Signed Delivery or a trackable service. For all returned parcels please obtain a proof of postage.
All goods returned to us should display the correct amount of postage. In the event that the return postage amount has not been paid fully in accordance with the Royal Mail charges, we shall discount from any refund or make a charge for the amount of any imposed charge by the Royal Mail and we reserve the right to levy an administration charge of £1.95.
• Your refund: Once items are safely back in our hands and we're happy they are in the expected condition, a refund will be issued using the same method of payment as the initial transaction within 7 working days.
• Your exchanged item/s: Once the original item/s have been returned using our returns procedure detailed above, exchanged item/s will be dispatched by our Standard/Free postage method and will therefore take up to 5 working days to arrive from the date of dispatch from our warehouses.
Should you want your items quicker please speak to the Discreetly Divine team on +0845 467 2231 (Our office hours are 10am – 5.30pm GMT, Monday to Friday) to arrange Next Day delivery.