Dispatch, Delivery, Returns and Refunds
DELIVERY - Delivery within the Uk is free (*Free shipping does not include Sale items. There is a charge of £3.50 for the delivery of such items.) and will occur in normal circumstances within 5 working days of us receiving your order. Delivery outside the UK costs £6.00 and may take up to 8 working days under normal circumstances.
We deliver in the UK using a signed for courier service or Royal Mail’s Recorded Delivery or Special Delivery services. Deliveries outside the UK are sent using the Royal Mail International 'Signed For' service. These services need a signature so please make sure that the shipping address is somewhere a signature can be obtained for your delivery. If you have a specific day you would like your order delivered then please contact us by e-mail and we will do our best to arrange this.
DISPATCH - We aim to dispatch your order within 48 hours or sooner of acknowledging receipt of your order. Your order should be delivered to you within 2-3 days of you placing your order, but sometimes can take a little longer,especially during sale periods.
Deliveries outside the UK may take up to 8 working days in normal circumstances.
If you need your order faster please tell us.
In exceptional circumstances it can take up to 14 days to deliver your order. In such cases we will track your order for you and will let you know what is happening.
RETURNS - We offer a no-quibble returns policy. If you are unhappy with your goods please return them to us at PO Box 417, Teddington, TW11 8YR, preferably using the original packaging.
So that we can deal with your return quickly please send an e-mail to firstname.lastname@example.org no later than 7 days after you receive your order telling us your order number, what you are returning to us, and whether you want a refund, a credit, or an exchange. If you don’t do so we may not be able to exchange your items or give you a refund.
Please would you ensure your returns arrive with us within 14 days of you telling us you are making a return. If you don’t we may not be able to exchange your items or give you a refund.
REFUNDS - If you ask for a refund for a return we will give it to you within 7 working days of us receiving the goods back fom you in a satisfactory condition. We will make the refund via the payment card used for the purchase (or by cheque if the order was paid for by cheque). Because of the way the UK banking system works it may take up to 14 working days for our refund to appear on your payment card or bank statement. Very unfortunately we cannot influence how fast the UK banking system processes a refund or shows it on your statement. We do however promise we shall make our refund to you within 7 working days of us receiving the goods back from you in a satisfactory condition.
Refunds made to bank accounts or through payment card processors based outside the UK may take much longer.
QUESTIONS - if you have any questions, especially if you want to enquire about the progress of an order, please send us email at email@example.com or call us on +44 (0) 20 8943 2383.
DISPATCH AND DELIVERY - All UK orders are processed and dispatched within 48 hours of receiving your order. Please note that orders received after 16.00 on a Friday will normally be shipped the following Monday (except on Bank Holidays) and will therefore be delivered on Tuesday.
All first time customers are subject to standard fraud prevention checks; on occasions this may delay your order being processed and dispatched. We may require your first order to be dispatched to your payment card billing address.
Orders are dispatched using our partner Royal Mail. All orders require a signature upon delivery.
We only accept orders for products that are in stock.
We accept all orders on the following conditions:
- Payment is made and accepted and the billing address verified;
- Delivery address is verified and confirmed. Please note that if you ask for your first order to be delivered to an address that is different to your payment card billing address delays may occur while we confirm the delivery address details with you;
- Delays to your delivery may be caused by external influences beyond our control.
TIMESCALES - Please would you return items for exchange, credit or refund within 14 days of your e-mail telling us of the return. Please note that we aim to dispatch all orders within 48 hours. Estimated delivery times are a guide only and commence from the date of order or dispatch. lovesretch.com is not responsible for any delays caused by customs clearances, delays caused by Royal Mail or by any other delivery service, or delays caused any other factor beyond its control.
SINGLE PACKAGE - We recommend that you send all the items you wish to return in a single shipment; that way your return will be processed as quickly as possible.
ORIGINAL PACKAGING - Items should be returned in their original packaging to ensure they are protected during transit. Shoe boxes should be returned in the original outer packaging in order to ensure they are protected from damage. Shoe boxes are part of the product and your return may not be accepted if the box is damaged.
UNUSED GOODS - Items should be returned unused and with any lovestretch.com and designer garment tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and a refund may be refused.
BELTS AND DESIGNER PACKAGING - Belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
SHOES and BOOTS - All shoes and boots should be tried on a carpeted surface. Returns may not be accepted is the shoes or boots are scuffed or otherwise marked.
LINGERIE & SWIMWEAR - Briefs, swimming costumes and bikini bottoms should be tried over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled; in those circumstances the items may be sent back to the customer.
FAULTY GOODS - Goods are faulty if they are received damaged or with a manufacturing flaw or where a manufacturing fault comes to light within six months of purchase. Please note that items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item (instead of obtaining a refund) please be aware that we can only replace it for the same product in the same size and we can only do so if we still have it in stock. Where possible we will offer to repair faulty items. If they cannot be repaired, or if the same product is not available, you will be entitled to a full refund.
28 DAY LIMIT - We cannot accept requests for a refund or exchange (other than for manufacturing or other faults) received more than 28 days after you receive your order.
INTERNATIONAL SHIPPING AND DUTIES - Orders that are to be delivered outside the UK within the EU are usually charged inclusive of duty and custom charges. For orders delivered outside the EU you may have to pay additional local sales or other taxes or duties at the time of delivery. Customers living in countries outside the EU who want to return items may not be able to reclaim import duties, local sales taxes or other duties and taxes.
RETURNS - We recommend that items are returned to us from UK addresses via Royal Mail Special Delivery or Recorded Delivery; that way they are protected and insured during transit. You are asked to pay the costs of any returns.
To return items to us please:
- Send us an e-mail to firstname.lastname@example.org as soon as you decide to return an item and no later than 7 days after you receive your order. In your e-mail would you please tell us your order number, the goods you are returning, and whether you would like a refund, a credit or an exchange. Please would you ensure the goods you are returning arrive back with us within 14 days of your e-mail;
- Complete any returns proforma that accompanied your order, sign that proforma, and return the package to us, ideally in the original packaging, using the returns label attached to the proforma or to your original invoice.
We will notify you by email as soon as your return has been received and processed.
Our address for all returns is: PO Box 417, Teddington,TW11 8YR.
Please return items within 14 days of the date of your e-mail telling us of a return. Returns outside this timeframe may not be accepted by Lovestretch.com. Depending on the circumstances they may be refunded as a store credit.
Please note that we may not accept liability for goods that are not returned as described above.
If you have any questions about a particular return or about our returns policy please contact us at email@example.com or on +44 (0) 20 8943 2383.
GIFT RETURNS - If you have received an item as a gift you may exchange it for a store credit by contacting us at firstname.lastname@example.org (you will need to register your details before we make the store credit). The amount of the credit will be deducted automatically from your next purchase and is valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties if the item you select is more expensive in total than the value of your store credit. Corporate gifts may only be returned by the original purchaser and within seven working days of initial receipt.
EXCHANGES - Please note we can only exchange items for a different size. When telling us about a return you want exchanged please specify the size you require. If you wish to exchange your item for an alternative style, we suggest you return it for a store credit and purchase the new item separately.
REFUNDS - If you are unhappy with your goods, or if there is a fault with any of the goods, we will refund to you the full value of the goods concerned providde they are undamaged. The refund will be credited to the payment card used for the purchase or we will send a cheque by surface mail to the purchasers address made payable to the person who bought the goods. The refund will not include shipping costs (with the exception of shipping costs for faulty items).
VAT REFUNDS - will be refunded if your order has been sent to an address in the EU. Customs duties and sales taxes are not refundable through Lovestretch.com for deliveries outside the EU. You may be able to recover these by contacting your local customs offices directly. Exchanges made for customers with an address outside of the EU will be subject to the same customs procedures as the original order and to the applicable duties and taxes.
INSURANCE AND DELIVERY - Lovestretch.com insures each purchase whilst it is in transit to you and until it is delivered to and signed for at your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.
GIFTS - If you specify a recipient for delivery purposes who is not you (for example, someone you are sending a gift) then you accept the evidence of a signature by them (or by someone at the delivery address) as evidence of delivery, fulfilment by lovestretch.com of its obligations, and the transfer to you of responsibility for the goods.
TRACKING YOUR ORDER - You can check the status of your order by signing into My Account and selecting Order Status. If you need us to track a delivery with Royal Mail please contact us at email@example.com or on +44 (0) 208 943 2383.
If you want to track a delivery please contact us the day after you expected to receive your order. We will make enquires for you about your parcel and let you know what is happening. Unfortunately, we are unable to check on the status of parcels on the actual day of delivery; we have to wait until the next day.
Lovestretch.com will store a record of your transactions for a minimum of one year.