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RETURN AND REFUNDS POLICY

CHANGES TO YOUR ORDER
We aim to dispatch all internet orders by the next working day which means that amendments to your details can only be made before 6pm on the same working day. Please note that we can only make changes to address and sizing information or cancel an order in its entirety. We will not be able to amend orders that are made after 6pm during the week or over the weekend.


STOCK AVAILABILITY
Whilst every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale.

PROMOTIONAL PERIODS
During promotional periods, dispatch and delivery times may be extended to between 7 and 10 days due to exceptional levels of customer demand. We will endeavour to dispatch consignments within the normal time periods stated at checkout, but this cannot be guaranteed.

CANCELLATION AND RETURNS
If you wish to cancel the contract and return the goods for a refund you must email Cheryl@chaleurlingerie.co.uk with the details of the return, including the order number, within 7 days following the date of delivery. Please wait to receive acknowledgment of your return request before posting the garments back to us.

You must then post the garment/s back to us within 14 days of delivery. You are responsible for the cost of returning any goods.

We strongly recommend that you send all returns by recorded delivery to ensure that you have a record of return. We cannot be held responsible for items lost in transit. 

IMPORTANT
Due to the personalised nature of our products, garments may only be returned if they have not been worn - other than to try on over your own underwear or the items are in unopened and original packaging. Please note that in general lingerie items do not come with a hygiene strip. Where an item is supplied with a free gift or extra packaging, that free gift or extra packaging must be returned as part of the item.

 

Please note that ALL HOSIERY AND OPEN FRONT/CROTCHLESS garments are classed as an "intimate item" under law and cannot be returned once opened. Furthermore, we cannot accept returns of undergarments such as underwear, panties, briefs and thongs, holdups, bodysuits, body stockings, tights, shapewear, nipple covers, socks and leggings. Furthermore, some corsets are special orders and as such cannot be returned once purchased. We highly recommend that the sizing guides are carefully studied before placing an order.

Refunds will only be given where the garments have been returned to our address and are deemed to meet with the requirements previously stated. You have a duty of care to ensure all items are returned to us in the same original condition as they were received; this includes the presentation boxes. Original postage costs, paid by the consumer, will be refunded if the full order has been returned. Partial returns of an order will not quality for a refund of the original postage cost. Similarly, if the return of an item brings the original order value under the threshold for our free delivery service, and free delivery was the chosen shipping method, then the refund will be issued less the cost of second class postage.

Please ensure that all boned items are returned as received. They should not be rolled or squashed as this will damage the garment and may mean the item is received by our warehouse in an unsaleable condition. If this is the case, refund or exchange will be refused.

***If returns are rejected, the garments will be destroyed and there will be no liability on the part of the company for refund of the cost of the goods or postage.***

On the cancellation of a contract, any sum paid by the consumer will be repaid as soon as possible and, in any case, within 30 days of cancellation. 

If you have received the goods before cancelling the contract, you will be under a duty to restore those goods to the supplier at your own cost and, in the meantime, to keep them and take reasonable care of them. This duty to take reasonable care ends if the consumer (at their own expense) sends the goods to the supplier. It is recommended that you retain proof of postage for all returned packages.

If you cancel the contract before receiving the goods and the carrier attempts to deliver those goods, you should not accept delivery. In this instance the carrier will automatically return the goods to us. In the event of the carrier leaving the goods, it is the suppliers' responsibility to arrange return of the goods from you.


EXCHANGES
All items supplied to the customer are new. Due to the personalised nature of our products, garments may only be returned if they have not been worn - other than to try on over your own underwear - the point of sale swing tickets remain attached or the items are in unopened and original, undamaged packaging. You have a duty of care to ensure all items are returned to us in the same original condition as they were received; this includes the presentation boxes.

If you wish to exchange the goods for a different size or garment you must email cheryl@charleurlingerie.co.uk with the details of the return, including the order number, within 7 days following the date of delivery. Please wait to receive acknowledgment of your return request before posting the garments back to us.

You must then post the garment/s back to us within 14 days of delivery. You are responsible for the cost of returning any goods.

We strongly recommend that you send all returns by recorded delivery to ensure that you have a record of return. We cannot be held responsible for items lost in transit. 

Products may only be exchanged for a different size or colour in the same range or for another garment of equal or lower monetary value and the difference in cost refunded accordingly.

It is recommended that if returning part of a lingerie set, you also return the coordinating pieces so we can offer you another set in the event that your exchange size is not available.

Only one exchange or refund can be made per order. 

CONSUMER RIGHTS
None of the above Terms and Conditions affects your statutory consumer rights.

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