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GOT QUESTIONS?

GOT QUESTIONS?

YOUR ORDER

HOW CAN I TRACK MY ORDER?

Yes, once your order has been shipped you will receive a shipping confirmation email with a link to track your package.

WHY ARE THERE NO UPDATES ON MY TRACKING?

A tracking number for your parcel is generated soon after your order has been despatched. Tracking numbers are aded manually os sometimes it takes a few hours.
It can then take up to 2 working days for your tracking information to be updated by the shipping provider.

If you still can’t see any updates to your tracking after this timeframe, please get in touch with us and we will look into this for you.

CAN I CHANGE MY ORDER?

Yes! You can make changes to your order as long as it hasn’t left our warehouse, so it’s important that you contact us as soon as possible with your name and order number.

We’ll do everything we can to make it work, but we can’t stress this enough – time is of the essence here, so please get in touch with us asap.

If your order has already been shipped or processed for despatch, then unfortunately there is nothing we can do. We will be unable to amend your order (because it’s out of our hands – literally) and you will need to return the order to us at your own expense. 

CAN I CANCEL MY ORDER?

Absolutely.  If the order is still processing, we’ll issue a refund. If it’s been shipped, you will need to return the items back to us and we will refund the order minus the shipping costs. 

To avoid paying for return shipping, you can try to refuse the package when a delivery attempt is made. If you want to cancel your order, please get in touch with us asap.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION EMAIL

Once you have placed an order, you should receive an email confirmation to the email address you provided at checkout. If for some reason you haven’t received any emails from us, please check your spam folder, and double check you entered your email address correctly. If you still haven’t heard from us after 24 hours, please get in touch with us and we’ll take care of the rest.

ORDERING ONLINE

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You don’t need an account to place an order, but you have the option to create one if you like.

You don’t need an account to track your order, all you need is your order number.

THE PRODUCT I WANT IS OUT OF STOCK

Girrrrl, we feel for you, we really do! More often than not, we are unable to re-stock our products because we use ‘rescued’ deadstock fabrics whenever we can in order to minimise our impact on the environment. In other words, once it gone – it’s gone. 

Having said that, we might be able to re-stock some items if we have all the fabrics and trims left over, so please get in touch with us and we’ll see what we can do.

Please note that popular products sell out quickly. We refresh our colour combinations and styles each season. Make sure you are signed up to our newsletter to hear about new product launches.

MY DISCOUNT CODE DOESN'T WORK

First, check your cart to make sure it meets the requirements for the discount. Also, make sure that the code has been entered correctly at checkout. Our discount codes do not apply automatically to your cart, unless otherwise stated. If you have any questions about code requirements, or if the code is still not applying correctly, please get in touch with us and we’ll do our best to resolve the issue.

HOW DO PRE-ORDERS WORK?

All pre-order items have an estimated ship date listed at the top of the product page on our site. In the event of (rare) unexpected vendor delays that may push these estimates up, we aim to notify our customers as soon as possible.

DELIVERY & RETURNS

DO YOU SHIP TO MY COUNTRY?

We ship internationally to most countries. If you have any concerns about your international delivery address, feel free to get in touch with us.

DO YOU ACCEPT RETURNS?

Yes absolutely, as long as the item returned is in the original condition it was received, i.e. unworn, unwashed and all original tags attached, within 90 days from your purchase.

Additionally, we are unable to refund any knickers and panties where the hygiene seal has been removed, broken or tampered with.

Although we inspect and disinfect all returned merchandise, we also ask that, in the interest of hygiene, any briefs are tried on over your own underwear, with the hygiene seal intact.

The returns form must be filled in and included with the returned items.

Items will be inspected upon return. Due to hygiene reasons, we reserve the right to refuse item(s) returned if conditions are not met.

Return shipping will be reimbursed. Refunded items will be reflected on the original payment method less shipping costs.

DO YOU SHIP IN DISCREET PACKAGING?

Yes of course. Your order will arrive in discreet, plain packaging with no indication of what’s inside. For international packages, the description on your customs slip will say “Clothing”.

WILL MY PARCEL INCUR ANY CUSTOMS OR IMPORT DUTIES?

Import duties and taxes may be charged once your parcel has reached its destination country, although this is rare.

These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges as customs policies vary by country. Check your local customs if you are unsure about your country’s duties fees.

MY ORDER IS BEING RETURNED TO SENDER. WHAT DO I DO?

If you miss the window for collection of your parcel from your local collection point, your parcel will be returned to sender. Please note that in this case, the original shipping costs for your order are non-refundable.

It can take up to 3 weeks for an international return to reach our warehouse. Once it has been received, it will be processed by our returns team and you will be issued with a refund, of which you will be notified via email. 

AN ITEM IS MISSING FROM MY ORDER

If there is something missing from your order please contact us with your name / order number and let us know what item is missing. If your parcel looks as though it has been damaged or tampered with in transit, then please also include a photo.

We will then investigate this missing item with our warehouse and shipping provider. Once we have reached a resolution, we will be able to offer you a replacement if the stock is available, or a refund if the item is sold out.

It can take up to 3 weeks for an international return to reach our warehouse. Once it has been received, it will be processed by our returns team and you will be issued with a refund, of which you will be notified via email. 

AN ITEM I RECEIVED IS FAULTY

We are sorry to hear that you have received a faulty item – this is very unusual. We rigorously test all of our products to ensure the highest possible quality. We also implement quality checks to each product before they are packaged and sent out to you. In the unfortunate event that you have received a product that is not up to standard, please contact us with your name and order number, along with a photo and a short description of the fault so that we can get this resolved as soon as possible.

LINGERIE PRODUCT INFORMATION

WHERE IS YOUR LINGERIE MADE?

Our lingerie is made in the UK! 
Materials are sourced from all over the world, making sure that we use the softest fabrics that not only look good, but also feel divine. 

We try to stock as many sizes as we can, however when it comes to bralettes, that’s a lot of different sizes! Typically we aim to stock sizes from 32A to 38D (or XS-L). 
When it comes to knickers, we usually stock sizes ranging from XS to XL.

If your size isn’t available, please reach out to us, and we’ll see what we can do.

WHAT IS MY BRALETTE SIZE?

Our size guide has detailed information on how to measure yourself to find your perfect fit. Our lingerie is universally true to size, we don’t run big or small, so we would always suggest taking your normal size. If you are in between sizes, or have any additional questions, please reach out to us.

If you are breast-feeding or pregnant, please speak to your medical practitioner for their advice. As your body changes during pregnancy and breastfeeding, additional room is often required in the band and cup of the bra.

WHAT IS MY PANTY SIZE?

Our size guide has detailed information on how to measure yourself to find your perfect fit. Our lingerie is universally true to size, we don’t run big or small, so we would always suggest taking your normal size. If you are in between sizes, or have any additional questions, please reach out to us.

HOW DO I TAKE CARE OF MY LINGERIE?

Lingerie is very very delicate, so it’s very important to take proper care of it.

Each product comes with a care label with advised washing instructions. Specific care instructions can also be found on the product pages. Please refer to our detailed guide on how best to prolong the life of your intimates.

IS YOUR LINGERIE SUSTAINABLE?

Glad you asked! Unlike the majority of lingerie companies, we really despise polyester. It’s not only bad for the environment, it’s also really bad for your skin, causing rashes and premature aging (yes that’s right, we talk about it on our blog.)

We try to use ‘rescued’ deadstock fabrics whenever possible. Please refer to our ethics & sustainability page for more info.

I'M BUYING A GIFT. HOW DO I MAKE SURE IT FITS?

Guessing a woman’s bra size is not easy. You could just casually ask what bra size is, or check he label on her lingerie. In addition, our blog has a lot of useful info on lingerie size, fit and styling.

If in doubt, reach out to us!

CONTACT US

You are always welcome to get in touch with us. We don’t use bots, just real women who know a thing or two about lingerie.

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