Returns Policy

At Lingerie Hut, your satisfaction is our top priority. We understand that sometimes a purchase may not meet your expectations. Our return policy is designed to provide clarity and protect both our customers and the business, while complying with UK consumer law (including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024).

30-DAY RETURN WINDOW

You have 30 days from the date of receiving your item to initiate a return. This includes:

  • A 30-day "change of mind" return window from date of delivery. This includes, and extends, your legal 14-day right to cancel (see Your Legal Right to Cancel below). Opened hygiene-sealed items are excluded.
  • A separate 30-day legal right to a full refund if an item is faulty, damaged, or not as described, from date of delivery.

We want you to shop confidently and feel secure in your purchase decisions.

YOUR LEGAL RIGHT TO CANCEL

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the day you receive your goods, without giving any reason. We extend this to 30 days.

  • How to cancel: tell us with a clear statement by email to returns@lingeriehut.co.uk, using our return request form, or by post to Lingerie Hut, 1 Brambling Way, Maidenhead SL6 8PQ, United Kingdom. You may use the model cancellation form below, but you do not have to.
  • Sending the goods back: send the goods back to us without undue delay and no later than 14 days after you tell us you are cancelling. We will confirm the return address when we reply to your request.
  • Cost of returning: you pay the direct cost of returning the goods, unless they are faulty, damaged or incorrect.
  • Your refund: we refund all payments received from you, including the cost of standard delivery (UK standard delivery is free). If you chose a more expensive delivery option, such as Express, we refund only the cost of our standard delivery. We refund within 14 days of receiving the goods back, or of you providing proof that you have sent them back, whichever is earlier, using the same payment method you used, with no fee.
  • Handling the goods: you may handle the goods as you would in a shop to establish their nature, characteristics and fit. If the goods lose value because they were handled beyond this (for example worn, washed, marked, scented or tags removed), we may reduce your refund by that loss in value, up to the full price.
  • Exception: the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery (see Hygiene-Sensitive Items below).

Model cancellation form (complete and return this form only if you wish to cancel the contract)
To: Lingerie Hut, 1 Brambling Way, Maidenhead SL6 8PQ, United Kingdom, returns@lingeriehut.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

TO START A RETURN

  1. Contact Us: Notify us within 30 days by emailing returns@lingeriehut.co.uk or by filling out the return request form on our Returns & Refunds page. Please wait for our return instructions before posting, so your parcel reaches the right address and is processed quickly.
  2. Return Instructions: Once we receive your request, we will provide you with return instructions, including the appropriate shipping method. For faulty/damaged/incorrect items, please use a tracked service and keep your receipt; we will refund reasonable return postage.
  3. Secure Shipping: Ship the item back using a trackable service. Returns are at the customer's risk until they reach us, so please keep your proof of postage; we cannot process a refund without either receiving the item or proof that it was posted.
  4. We strongly recommend using Royal Mail 48 Tracked or an equivalent reputable tracked service for all returns you arrange yourself.

RETURN ELIGIBILITY REQUIREMENTS

For a full refund, the item must meet ALL the following conditions (items that do not may have their refund reduced, as explained under Returns and Value Deductions below):

  • Be in the same condition as received: unworn or unused, unwashed, and in its original packaging. Items with tags intact qualify for a full refund; items returned with tags removed are accepted with a deduction of about 25%.
  • Be free from marks (including makeup, deodorant, or perfume) and odours.
  • Include a receipt or proof of purchase/Order number or return instruction print out.
  • Hygiene-sensitive items (see section below) cannot be returned for change-of-mind once the manufacturer's sealed packaging is opened.

Lingerie Hut reserves the right to inspect and determine whether a returned item meets the eligibility criteria.

Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you have a 30-day legal right to a full refund if your item is faulty, damaged, or not as described. Email us at returns@lingeriehut.co.uk with your order number and a clear photo/description of the issue. Use a tracked service and keep your receipt; we will refund reasonable return postage and issue a full refund (including any delivery costs) once the item is received and inspected.

If we inspect an item returned as faulty and find no fault, we will treat it as a change-of-mind return. An item that simply does not fit is not faulty, unless its measurements differ from those shown in our size guide.

Change-of-Mind Returns (Our 30-Day Policy)

If your item is not faulty and you simply change your mind, you may return it within 30 days of delivery provided it meets the eligibility requirements above. You have the right to inspect the item as you would in a shop, but you do not have the right to use it and return it.

HYGIENE-SENSITIVE, NON-RETURNABLE ITEMS (CHANGE OF MIND)

For health and hygiene reasons, the following items cannot be returned for change of mind once the manufacturer's sealed packaging is opened:

  • Briefs, knickers, thongs, or G-strings
  • Bodysuits and teddies
  • Swimwear
  • Any lingerie set that includes one of the items above.
  • Hosiery

  • LINGERIE SETS & COSTUME UNIFORMS: For multi-piece sets (including but not limited to themed uniforms, costumes, and co-ords) that include an intimate hygiene-sensitive item (such as knickers, thongs, or bodysuits):

    • The entire set is considered non-returnable if the hygiene-sensitive part or the primary product packaging has been opened or the seal is broken.

    • We cannot accept partial returns of sets. All items included in the set (e.g., headbands, aprons, tops) must be returned together, in their original, unopened, and sealed packaging.

The clear manufacturer bag functions as the hygiene seal. If that seal is broken/opened/missing, change-of-mind returns will be rejected. This does not affect your legal rights for faulty goods.
Our items are shipped in factory-sealed, air-pressed polybags. For hygiene reasons, an item is considered 'opened' and non-returnable if the factory-fold has been disturbed, the internal air has been released, or the original manufacturer's zip/seal shows any signs of manipulation. We inspect all returns under UV light for signs of wear.
For hygiene items, please include a photo of the item still in its original, undisturbed packaging with your return request, so we can confirm eligibility quickly.

RETURNS AND VALUE DEDUCTIONS POLICY

We do not charge a discretionary "restocking fee" during the legal cooling-off period. However, in line with consumer law, if an item is returned showing use or handling beyond what is necessary to inspect it (for example: worn, washed, tags removed, scented, or otherwise non-resalable), we may make a deduction for diminished value from your refund, up to 100% of the item's price in extreme cases. This protects against misuse ("wear and return").
Example-based diminished value:
 Unworn, tags on → 0% deduction
 Tags off/light scent → ~25% 

Worn/washed → deduction of up to 100% of the item's price.

RETURN SHIPPING COSTS AND REIMBURSEMENT

  • For Faulty/Damaged/Incorrect Items: Return postage is paid by you at the point of sending; we will refund reasonable return costs when you use a tracked service and provide a receipt. We also refund your original delivery charge where applicable.
  • For Change-of-Mind Returns: You are responsible for return postage, which is non-refundable. Please use a tracked service and keep your receipt. We refund the standard delivery charge you paid on your original order (UK standard delivery is free); if you chose Express, we refund only the cost of standard delivery.
  • Partial Returns: If you keep part of your order, the original shipping charges are non-refundable.

We strongly recommend using Royal Mail 48 Tracked or an equivalent reputable tracked service for all returns you arrange yourself.

"Reasonable return costs" means the standard economy tracked rate appropriate to the parcel’s weight and size (e.g., Royal Mail 48 Tracked); reimbursements are capped to that rate and exclude premium/express services.

RETURNS PROCESSING AND REFUNDS

Upon receiving and inspecting your return, we will notify you of the status within two business days. If approved, we will process the refund to your original payment method within 14 days of receiving your return (or your proof of postage, if earlier). Please note that the refund's appearance in your account depends on your bank's processing times.

REPORTING DAMAGES AND ISSUES

Inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, you have 30 days from the delivery date to report the issue to returns@lingeriehut.co.uk. We will assess promptly and provide the next steps to resolve the problem.

RETURNS AT YOUR RISK

All customer-arranged returns are sent at your risk until delivered to us. Use secure packaging; a tracked service is strongly recommended. Without either the item reaching us or proof of postage, refunds cannot be processed.

EXCHANGE POLICY

To exchange an item, please initiate a return following the above steps. Once the return is approved, make a new purchase for the desired item. This ensures that your new item is quickly and securely delivered.

AUSTRALIAN CUSTOMERS

If your order is delivered to Australia, the Australian Consumer Law applies to it as well as this policy.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

  • Faulty, damaged or incorrect items: there is no fixed time limit for these rights. The 30-day reporting and refund windows in this policy do not limit them. Email returns@lingeriehut.co.uk with your order number and a photo or description of the problem.
  • Return costs: if an item is faulty, damaged or incorrect, we cover the reasonable cost of returning it from Australia; the Royal Mail 48 Tracked rate cap above does not apply. Where it makes sense, we may refund or replace the item without asking you to send it back.
  • Change of mind: our change-of-mind terms above apply as normal, including the 30-day window, the eligibility conditions, the hygiene-seal exclusions and return postage paid by you.

NEED ASSISTANCE?

Our customer support team is here to help with any questions or issues regarding your return. Please contact us at returns@lingeriehut.co.uk.