Velvet Cowl Neck Midi Dress - Effortless Elegance

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Shipping Policy

At Lingerie Hut, we are committed to delivering a seamless shopping experience. Our shipping policy is designed to provide clarity and peace of mind for all our customers.

Free Shipping

• UK Orders: Enjoy free standard shipping on all orders.
• International Orders: Free standard shipping is available for USA orders over $59, Europe orders over €55, and other international orders over £100.

Order Processing

• Delivery timeframe: UK standard delivery takes up to 15 business days from the date of your order. This includes packing and dispatch.
• Confirmation: Once your order is dispatched, you will receive a confirmation email with tracking information.

UK Delivery

EU Delivery

International Delivery

Note: Delivery times are estimates and may vary due to factors beyond our control. We reserve the right to select the most efficient and reliable courier for your order based on various conditions.

International Shipping and Customs

• Worldwide Shipping: We deliver to most countries globally. For any questions about your location, please contact us.
• Customs Duties and Taxes: International orders may be subject to customs duties and taxes. These charges are the responsibility of the customer. We recommend consulting your local customs office for more information.

Transfer of Risk and Ownership

• Delivery Confirmation: Once the courier confirms delivery to your specified address or an agreed safe location, the responsibility for the parcel transfers to you. Lingerie Hut is not liable for any loss or damage after the courier confirms delivery.

Lost or Delayed Parcels

• Delayed Delivery: If your delivery exceeds the estimated timeframe, please contact our support team at support@lingeriehut.co.uk with your order number and tracking information. We will investigate the delay with the courier and keep you updated.
• Items Not Received:
  • Check Nearby: Look for delivery attempt notices and check with neighbors or safe places around your property.
  • Contact Courier: Use the tracking details to contact the courier for more information.
  • Reach Out to Us: If you are unable to locate your parcel, please contact our support team for assistance.

Signature Requirement

• High-Value Orders: Orders exceeding £100 may require a signature upon delivery. If no one is available to sign, the courier may leave a card for redelivery or collection from a local depot.

Shipping Insurance

• Insurance Availability: Shipping insurance is not included by default. If you would like additional insurance for high-value orders, please contact us before completing your purchase.

Address Accuracy

• Before Ordering: Please ensure your delivery address is accurate to avoid delays or redelivery fees.
• After Ordering: If you need to change the delivery address, contact us immediately. We will do our best to accommodate changes before dispatch.

Undeliverable Packages

• Incorrect Addresses: If a package is returned due to an incorrect address or failure to collect, a redelivery fee may be charged.

International Shipping Restrictions

• Regulations Compliance: Please check your country’s regulations before ordering. Some countries restrict the import of lingerie items, which can result in the seizure of goods. Lingerie Hut cannot be held responsible for items held or seized by customs authorities.

Customer Support

For any questions or concerns regarding shipping, please contact our support team at support@lingeriehut.co.uk. We are here to help!

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM GMT

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, 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.

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
  

• 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 unsealed 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.
Customers must send a photo of the item still in its original, undisturbed packaging

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.
• 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 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.

Lingerie Hut has a 30-day return policy, which means you have 30 days after receiving your item to request a return for a full refund on your purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, 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%. You’ll also need the receipt or proof of purchase.

To start a return, please visit lingeriehut.co.uk and fill the click Returns & Refunds and fill in the form. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at rabh@lingeriehut.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.