FAQ's and Terms & Conditions
Important Note: To be sure that you receive your order confirmation with your purchase details and order number, please add firstname.lastname@example.org to your address book so the email is not picked up as Spam.
We reserve the right to alter these terms and conditions at any time with immediate effect and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.
Click & Collect
All in stock items will be ready for collection from The Fitting Room within 48 hours and you will receive a text or telephone call to advise you that your order is waiting for collection. Some items will need to be ordered in and this is noted on the screen before you place your order, please allow additional time for this order to arrive with us.
In Stock Items
Items will be dispatched within 1-3 working days but at busier times of this year this may take up to 5 working days. Working days include Monday to Friday.
Special Order Items
There is no charge for Special Orders and items can be returned for a full refund or an exchange without charge unless other instructions are specified on the product screen.
Being a small company, we found that materials of some bras deteriorated over the time they were held in stock. By offering these items on Special Order it means we can offer a wider range of lingerie, it also ensures the lingerie you receive is of optimum quality. The delivery time on these items is 5-10 working days and these items will be ordered 24 hours after you place your order - this gives you time to change your mind if you decide it is too long to wait, however, the wait time is clearly noted in the basket and on checkout. We will endeavour to dispatch your order within the specified times but there will be very occasional times when certain items are out of stock or no longer available, if this happens we will notify you of any delay or stock issue before your delivery is due.
We understand goods are needed urgently sometimes and there is a field on the checkout page where you can notify us of any date you might need your goods for. Please use this box to tell us if you need the goods urgently as this helps us process your order more efficiently.
Upon receiving your order we will send you confirmation and then again when the order has been dispatched so you know when to expect it. You are able to log into your account and check on the status of your account at any time. Delivery times quoted on the website are for UK customers and overseas customers should allow for the additional delivery time to their country.
We send all of our packets via Royal Mail using the delivery option you have chosen on checkout and all have Insurance on them for loss. If your parcel has not arrived we ask that you allow 15 WORKING days from the date of your dispatch email for your parcels arrival as the Post Office will not consider any package missing until 15 working days have elapsed. For overseas addresses, please allow up to 6 weeks for your parcel to arrive. After this time please contact us and let us know that there is a problem so we can sort it out.
Should you require an item to be sent on Next Day Delivery we will be able to do this for an additional charge on 'In Stock, Immediate Dispatch' items only and the order must be placed by 12pm.
Overseas packages are sent via Royal Mail Airmail and quoted delivery time is 5-10 working days however, there has been the rare occasion where a package has been held in customs at the destination country and this could hold up the delivery time. Any Insurance on the package is an additional fee, please choose this option at time of checkout.
All items are sent in waterproof and tamper proof opaque plastic envelopes. If the package is being sent outside of the EU the required customs label will state that the package contains 'Clothing'. Please be aware that duty may be payable upon receipt of the package in your home country and we will not be held liable for these fees. This is your responsibility so please be aware if any charge may exist.
Sale and Clearance Items:
Please see our page on Refunds and Returns for more information: http://www.lingerie-heaven.com/refunds-and-returns.html
High value special order items:
Please note that ALL special order high value items are non-returnable and so different terms apply to these items. It will be noted on the screen that these items cannot be returned so please be sure you have ordered the correct colour and size you require. You will be contacted when you order these goods to confirm you understand this our policy on this and your confirmation will be required before the goods are ordered for you.
At this present time we are only accepting payment by Paypal unless you pay over the telephone or instore. All prices quoted, and payments you make, will be in GBP. If you hold a card in another currency you card will be charged at the Exchange Rate for that day. Please use a currency converter to give you a guide as to how much you will be charged for your order. Please note that this will be a rough guide as the rate may differ on the day the order is processed and your card charged.We do not hold any of your sensitive card data and all of your personal information is encrypted within our site by use of an SSL Security Seal and we are not able to access any of your card details or information.
Guarantee - Faulty Goods:
Lingerie Heaven reserves the right to cancel any order for any reason, without limitation, whether or not payment has been received. You will be informed by email should this situation arise and any monies charged will be refunded immediately.