Help & FAQs

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Returns & Exchange

How can I return my order/an item?

Returning items is really simple, all we ask is that you return them to us unworn, with all labels intact, within 28 days. You can do this free of charge by using the freepost label included in your order.

If you are looking to exchange any items, no additional shipping and handling charges will be incurred. When dropping your return package off at the Post Office, remember to get a proof of postage receipt just in case the returned package doesn’t get to us and then we can still provide you with a refund or exchange.

Whether you’ve taken advice from one of our bra fitters or you’ve ordered your usual bra size, it's important that you feel your purchase is comfortable and supportive. If once you’ve worn your bra, you feel it's too uncomfortable, or you are unhappy with it for any reason then we recommend you stop wearing it and contact us so that we can give some further fitting advice or suggest an alternative style. You can call our customer service team at +1 877 826 3857.

I’ve received a defective/incorrect item – what can I do?

We’re really sorry if your order isn’t as it should be. We always try to ensure that the items we send you are in perfect condition and of the highest quality.

If you have a defective item or if there’s anything you’re not happy with, please contact our Customer Services team by email, or call us at 011 44 1926 459 859 so we can make things right for you as quickly as possible.

Can I reserve my exchange order online?

Popular styles can sell out quickly so it’s a good idea to reserve exchange items by calling us on 01926 459 859 or by emailing us. We’re sorry to say that you’re not able to reserve exchange items online at the moment but we are working on it so please bear with us!

Can I return something and reserve another item in exchange?

If you would like to return items and exchange them for a different size or style, please email our customer services team, or call us toll free at +1 877 826 3857 so we can reserve the right items for you while we wait for your parcel to arrive back to our warehouse.

Alternatively, you can fill in the details in the exchanges section on the Returns & Exchanges form and we'll place the order for you when we receive the paperwork (exchange is subject to stock availability).

Can I return items at one of your stores?

We are sorry that we cannot accept items purchased in dollars in our stores.

If you made a purchase in dollars, please return your item by mail (it's free!). All the details can be found here.

Will you notify me when you have refunded my card?

Yes, we’ll send you an email confirming your refund, so you know when the money should appear in your account or on your statement. If you haven’t registered your email address with us, please make a note on your returns form that you would like to be notified and we will be happy to give you a call or drop you a note to let you know.

How long will it take for me to receive my exchange order?

We always try to process your exchange order within 4 days of receiving your returns at our warehouse. If you need an exchange order quickly, please get in touch with us by email or calling us on +1 877 826 3857. We’ll place a new order which you’ll need to pay for but we won’t charge your additional shipping and handling. As soon as we then receive your returns, we’ll refund you for the original order.

What is the returns policy for sale items?

Returning sale items is no different to non-sale items, so we just ask that you return them to us unworn (with all labels intact) within 28 days. You can do this free of charge in the UK by either using the freepost label included in your order, by printing a freepost label here or by taking your returns to one of our shops.

If you would like to exchange any items, we don’t charge any additional post and packing on your exchange order.

Can I return items I bought in a store through the mail?

Yes you can – we understand that returning to a shop is not always possible or convenient. All we ask you to do is return the items to us with a copy of your receipt or invoice (please leave the labels on) and to include a note letting us know whether you would like a refund or an exchange. If you’d like an exchange, please give us the details of the items you’d like and the address you’d like us to send them to. Click here to find out more about returning items from the UK and overseas.

How can I track my returns?

If you have a proof of postage from Royal Mail (which we really recommend you get), there will be a tracking number so you can check the progress of the parcel on the way back to us.

You can also check to see if your returns have been received by going to My Account, logging in and looking in the My Orders section. This will show you all the returned items that we’ve received. If you need any further help, please contact our Customer Services team by email or call us on 01926 459 859.

Why is my item non-returnable?

There are a few styles we’re unable to accept back for health and hygiene reasons. This does not affect your statutory rights relating to faulty or misdescribed goods. If you have any questions about this, please email or call our Customer Services team on 01926 459 859.

I’ve just received an email about a refund but asked for an exchange – why?

Oh dear, this sounds like we might have made a mistake and if so, we’re really sorry. Please contact our Customer Services team by email or call us at 011 44 1926 459 859 and we’ll do everything we can to put things right.

Can I return items from different orders together?

Yes, it’s absolutely fine for you to put items from different orders in the same parcel and return them together. Please just include the individual returns forms for each item included, along with details of any items you would like in exchange, or let us know if you’d prefer a refund.

Will my postage be refunded if I cancel my order?

If you are returning all the items you ordered, we will also refund your standard postage and packaging costs in accordance with the Consumer Contract Regulations, as long as you let us know. Please email or call our Customer Services team within 14 days of receiving your order. You’ll still have 28 days to return your order to us.

WHAT TO DO IF YOUR BRA IS UNCOMFORTABLE

If your bra is uncomfortable, please stop wearing it as soon as possible as it could cause injury. Only you can know if your bra feels comfortable and if it doesn’t, please stop wearing it and get in touch with us so that we can help. You can call our Customer Services team toll free at 1 877 826 3857.