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 sales@lingerie-heaven.com to your address book so they are 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.

Terms & Conditions of Sale:

No contract will exist between you and lingerie-heaven.com for the sale until lingerie-heaven.com accepts your order by e-mail and confirms, by email, that it has dispatched your order. For the avoidance of doubt, any such contract will be deemed to have been concluded in the United Kingdom. Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of England, and you and lingerie-heaven.com irrevocably submit to the non-exclusive jurisdiction of the English Courts.

Image Representation:

We have made every effort to display the colours of our products that appear on the site as accurately as possible. However, the actual colours you see will depend on the resolution of your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product upon delivery.

Order Dispatch, Special Order Items and Delivery Dates:

In Stock 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 will be ordered especially for you when your order is confirmed.  We will endeavour to dispatch your order within the specified times but there will be occasional times when certain items are out of stock so please allow up to 28 days for delivery of these items, however you will be advised of any waiting time beyond 14 days.

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 staus 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.

My order has not arrived, what should I do?  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.

Postage and Packaging:

We will send items to UK addresses by standard 1st Class postage with Proof of Delivery. Any additional service will have to be paid for at time of purchase and if you require Insurance on the package please ensure this option is taken at time of checkout.

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 tamperproof opaque plastic envelopes and, for your discretion, will not include our trading name on the envelope.  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:

We endeavour to keep the available sizes as up to date as possible and all clearance items offered will be in stock and available for delivery.  There might be the rare occurance of an item being out of stock and if this is the case you wil be advised but not charged for this item.  Should you purchase a set (i.e. bra or bikini set) and only one part of the set is in stock you will be notified before your card is charged and you are then free to cancel the order so you are not left with oddments.

Guarantee - Faulty Goods:

We guarantee our lingerie and swimwear for three months from the date of shipping providing that you have followed the appropriate washing instructions and care guide on the garment. Faulty goods must be returned together with a covering note explaining the problem. A refund or exchange will be given in these circumstances.
PLEASE NOTE: Underwire bras and bikinis should not be placed in any washing machine or drier but washed by hand and allowed to drip dry to avoid any damage to the wires or the shape of the garment.

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.

We hope this has covered everything you need to know, but should you have any other query regarding our terms, service or items then please feel free to email or telephone us, you will find our details on the contact page.

E&OE