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Terms and 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. Thank you.
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 that it has dispatched your product. 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.
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 and Delivery Dates:
All in stock items will be dispatched within 3 working days. Delivery times are noted on the product so you are aware of these before you purchase and we will endeavour to dispatch your order within the specified times. There will be 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 an email confirming your order and then again when the order has been dispatched so you know when to expect it. Delivery times quoted on the website are for UK customers and overseas customers should allow for the additional delivery time to their country.
Sale and Clearance Items:
We endeavour to keep these items and the out of stock sizes as up to date as possible and all clearance stock offered will be in stock and available for delivery. However, due to the popularity of them it is possible that your order may cross with another for the same item before the site has been updated and the item then becomes out of stock. The order placed first will receive priority and should this happen and your item becomes out of stock you will be refunded in full immediately by the same method you have paid. If you have purchased a set (i.e.. bra or bikini top and pant) you will be notified before the item is dispatched so you are not left with oddments. We appreciate that you may not want just one part of a set so you will be refunded in full.
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 for Next Day Delivery we will be able to do this for an additional charge but you will need to call us to confirm the item is currently in stock. You will find our telephone number on the 'Contacts' page. 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 for your discretion. There will be no mention of Lingerie Heaven on the package, the package will however bear my Surname and Postal address in case it needs to be returned to me for any reason. 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.
Cheque/Postal Order Payments
All payments via cheque or postal order must be in GBP Sterling only. Payments received in any other currency will be returned.
Credit/Debit Card Payments and Security
Your card will not be charged until the order is ready for dispatch. All credit card numbers are encrypted in the software when the order is placed.
Abuse of Discount Codes
Any abuse or use of multiple discount codes where not stated will endeavour the order invalid. All monies will be returned by the method it was paid and the order cancelled.
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.
Returns:
If you are dissatisfied with the goods you have received then you are more than welcome to return them. The goods must be returned in their original unopened packaging unworn and unwashed, tags intact and in the same condition it was received.
Exclusions:
Unfortunately we cannot offer this guarantee on Hosiery, Briefs, Thongs or Bikini bottoms for hygiene reasons so please ensure you order the correct size, colour and style. All items from these ranges will be non-returnable and are excluded from this guarantee.
THESE CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.
Returns Period
Our normal returns period is 14 days from the date of confirmed postage. We have an exception for Christmas and Valentines Day to allow for the exchange of ill fitting items.
Christmas :- Return by 14th January
Valentines Day :- Return by 1st March
Refund and Exchange Policy
Gift box and delivery charges will not be refunded and gift boxes will not be replaced. Please use the form enclosed in your package to return the items and obtain free proof of postage from the post office. Unfortunately we do not yet have a free returns service so you will have to pay for return postage. If you would like a replacement and the cost of this is more than you paid for original item, then the difference plus the cost of postage, will have to be paid before your replacement is sent.
Any refund due will be sent to you by way of cheque, or if paying by Paypal or Credit Card a refund will be sent back to the card or account you used to pay with, it will be processed the same day your return is received.
Your card payment will be processed in GBP Sterling and your receipt will show GBP Sterling prices. If your card is held in a different currency, your card issuer will charge you the Currency Exchange Rate in use for that day and this will be shown on your monthly statement. Please note that any refund will be made in GBP and your card issuer will refund you using the Exchange Rate that is in use for that day and this could be different to the original rate you was charged when making your payment. Your card issuer may also levy a currency conversion charge and/or a transaction fee, and this may not be reversed in the event of any refund or order cancellation. This means that your refund could be slightly more or less than you have originally paid and we will not be responsible for this difference.
In all instances your account number, name and address must be quoted. Please ensure you include the original paperwork in with your return so it can be traced back to you. If you cannot find this paperwork please include as many details as possible so we can trace who the item belongs to.
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
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