Returns Policy

HASSLE-FREE RETURNS AT LINGERIE HUT

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 and the Digital Markets, Competition and Consumers Act).

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 for most items (our voluntary policy) from date of delivery.
  • 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.

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. Returns initiated without prior approval will not be accepted.
  2. Approval and Instructions: Once your request is approved, 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 sent without tracking will be at the customer's risk, and Lingerie Hut cannot process refunds for untraceable returns.
  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 your return to be accepted, the item must meet ALL the following conditions:

  • Be in the same condition as received: unworn or unused, unwashed, with tags intact, and in its original packaging.
  • 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.

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 or items worn directly on skin.
  • Hosiery

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.

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 → refund not issued.

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 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 5–10 business days. 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 and a valid tracking number. Without proof of delivery and tracking, 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.

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.