How can I locate my order and how long will it take to be delivered?

For UK orders, we use a tracked Royal Mail service to offer peace of mind, whilst your order is in transit. Once your order has been dispatched from our warehouse, you will receive an automated email, containing a tracking number, to allow you to trace and locate your parcel on the following website: https://www.royalmail.com/track-your-item. If you have provided us with a mobile telephone number upon placing your order, you will also receive an SMS text message to provide you with details regarding your order.

 

If you are an overseas customer and wish to be able to locate your order, please purchase tracked shipping at checkout, when placing your order.

 

The current delivery times for orders to arrive, once they have been dispatched from our warehouse, are listed below:

 

UK Customers:

·       1st Class Service - 1-3 working days (Royal Mail Tracked 24 service)

·       2nd Class Service - 3-5 working days (Royal Mail Tracked 48 service)

Overseas Customers:

·       Delivery to the European Union is expected within 1-2 weeks, after being dispatched from our warehouse.

·       Delivery to countries outside of the European Union is expected within 2-3 weeks.

Please note that we must allow a period of 28 days for orders to arrive for overseas customers, as your order may pass through customs.

 

Can I return an item and how can I do it?

UK returns for website orders are free. You can return any unworn items within 28 days of placing your order, as long as the item is in pristine condition with all tags attached to the garment. Please note that overseas customers will need to pay for any postage costs incurred when returning items. To return your unwanted item(s), please enclose the garment(s) in a secure package and send it to 84 South St, Bishop's Stortford CM23 3BG, United Kingdom.

Your refund or exchange will be processed upon receipt of your returns parcel.

 

Do you offer exchanges?

Please note that exchanges are only available to UK customers. We offer exchanges on any unworn items that are in pristine condition, have all of the tags attached and are returned within our 28 days returns period. If you wish to receive an exchange instead of a refund, please make this clear on the paperwork/returns form that you enclose in your returns parcel. You may also wish to send an email to our customer service team at 

 

How long will it take to process my refund?

Refunds can only be processed once the item has been received by our warehouse. All returns are processed in order of receipt and all garments are inspected before a refund is processed. We aim to refund your return within 7 working days of receiving it, however, please note that during busy periods, such as summer, it may take up to 14 working days for your refund to be processed.

In order to avoid delays with processing your refund, we kindly ask that you ensure the following steps are taken:

1.     All details must be provided on the returns form enclosed in your parcel upon arrival. Please ensure that full details of the item(s) are written on the returns form, including your order ID number and full name.

2.     Please ensure that your item(s) are returned to the correct address. Our returns address is 84 South St, Bishop's Stortford CM23 3BG United Kingdom.

3.     If you are an overseas customer, please ensure that you have paid the correct returns postage amount.

 

I have received an incorrect item. What should I do?

Please contact us at sales@lingeriebycarol.co.uk so that we can resolve it for you. Please note: emails are responded to within 48 hours and our telephone line is open Mon-Sat 9am-5pm.

 

I have received a faulty item. What should I do?

Please contact us at sales@lingeriebycarol.co.uk  so that we can resolve it for you. Please note: emails are responded to within 48 hours and our telephone line is open Mon-Sat 9am-5pm.

 

Have you received my return?

We cannot confirm receipt of a parcel unless you have returned it with a tracked service and you are able to provide a tracking number. Returns parcels are opened and checked on a daily basis and you will receive a notification as soon as your refund has been processed. For more information on refunds, please refer to 'How long will it take to process my refund?'

 

Can I cancel or amend my order?

You may cancel or amend your order before it is dispatched. Once the order has been dispatched, we are unable to make any changes and you must return the item(s) to our returns address in order to obtain a refund. Our returns address is: 84 South St, Bishop's Stortford CM23 3BG, United Kingdom. Please contact us via email or telephone to cancel or make changes to your order. Please note: emails are responded to within 48 hours and our telephone line is open Mon-Sat 9am-5pm.

 

Are the sizes on your website listed in UK sizes?

Yes, he majority of our stock are listed in UK sizes, unless stated otherwise. Brands such as PrimaDonna, PrimaDonna Twist & Marie-Jo are French sizes. If you are an overseas customer and you are unsure about sizing, please refer to our International Size Guide. If you are unsure about fit and require further advice, please refer to our Bra Fitting Guide. Alternatively, you can contact us via email or telephone for further advice. Please note: emails are responded to within 48 hours and our telephone line is open Mon-Sat 9am-5pm.

 

Can I contact you via social media to discuss my order?

In the interests of data protection, we ask that you contact us via email or telephone to discuss order related queries. Should you have any quick questions or require further assistance with choosing a product, please feel free to contact us on Instagram or Facebook.

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