Returns Policy

RETURNS POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below. This policy applies to products bought from Lacy Lingerie.

We provide all our customers with a 10-day period (starting from when you have received your order) in which they can courier/post their purchase back to us. All courier/postage expenses occurred during the return, is on the customers account.

1. Unwanted Products

In general, you can return an unwanted product to us, provided:

– it is undamaged and unused, with the original labels and stickers still attached;
– it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
– it is not missing any accessories or parts;
– it is not listed in section 2 – Products not eligible for return; and
– you log a return with our sales representative at help.lacylingerie@gmail.com within 10 days (or 7 days for products marked “Clearance”).

Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 8 days of the return (or refund you if that is your preference). Please bear in mind that refunds can take 5 – 10 working days to reflect in your account. We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any accessories.

Want to exchange?

Our products can be exchanged for a different size provided that such variation is available, and is available at the same price as the product originally purchased. In such a case, the customer can post/courier the product to us on their expense. The courier/postage to ship the new product back to the customer is also on the customers account. If such variation is not immediately available, we will credit your account with the purchase price of the product (or refund you if that is your preference) within 8 days of you logging the return.

We reserve the right to inspect the product to validate your return.

2. Products not eligible for returns

The following products are not eligible for a refund, exchange or credit:

– products marked “Final Sale”;
– intimates, lingerie, swimwear or underwear;
– products which have been personalised for you or made to your specifications, unless defective.

3. Products damaged on delivery

Should a product be damaged at the time of delivery / collection, please notify us of such delivery / collection by logging a return with our sales representative at help.lacylingerie@gmail.com.

The customer can courier/post the damaged product back to us on their account. Once we have inspected the product and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or credit your account with the purchase price of the product (or refund you if that is your preference). Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

4. Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section 4:

– faults resulting from normal wear and tear;
– damage arising from negligence, user abuse or incorrect usage of the product;
– damage arising from a failure to adequately care for the product;
– damage arising from unauthorised alterations to the product; and
– where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Standard Warranty

If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within 10 days after delivery / collection of the product.

You can do so by logging a return with our sales representative at help.lacylingerie@gmail.com. Once we have inspected the product and validated your return, we will, at your choice, repair the product or credit your account with the purchase price of the product. Credits and refunds are normally handled within 8 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.

Please provide suitable packaging for returning the product (it need not be the original packaging), as well as all accessories that were sold with the defective item when you return it to us – regardless of whether you request a repair / replacement or a refund