Returns

RETURNS INFORMATION: 

You have 14 days from the date of receiving your items, to inform us you would like to return your order. To be eligible for any return the product must follow the following conditions. 1) The goods must be unused and in the same condition that you received them. 2) The goods must be returned in their original condition & packaging with original tags still attached. 3) Goods that are not heat sealed in the box are non-refundable and non-exchangeable. 4)  Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable. 5) We must receive your return goods within 30 days of you receiving your delivery. 6) Any discrepancies or damaged items need to be reported within 36 hours of being delivered.

If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.

UNDERWEAR / LINGERIE RETURNS:

For hygiene and health reasons, unfortunately no refunds or exchanges are offered on any underwear/ lingerie.

TO SUBMIT A RETURN: 

To submit a return to us please fill out the contact us form below with your order number. We will then contact you back with instructions. You will be responsible for the cost of the return to us. Once confirmation of your return being accepted you have 14 days to return the unwanted products back to us.

EXCHANGES:

We will only offer an exchange for products that are faulty or damaged. 

If a product arrived damaged it must be reported within 36 hours of being delivered. This can be done via the contact form below. Please include your order ID. 

If a product is faulty or develops a fault within the first 14 days of receiving the product, please inform us via the contact form below within 14 days of receiving your product to process a refund or exchange. Items that are used and develop a fault within 14 days must be thoroughly cleaned for inspection prior to being returned. If you return an item for an exchange/refund that is not clean we will not be able to inspect it and will not be able to process an exchange

Once we have received your request for an exchange or refund for a faulty or damaged product, we will contact you with instructions on how to return your product. A Freepost delivery address will be provided and you will not be charged for the exchange/return. When we receive your faulty product back it will be checked and if the item is not faulty and the Freepost address has been used, then there will be a charge of £3.50 plus vat for the cost of postage.

Once confirmation of your return being accepted you have 14 days to return the unwanted products back to us.

REFUNDS:

Once we have received and inspected your product, you will be informed if your return has been accepted or denied. If the return has been accepted a refund will be automatically processed to your original method of payment within 30 days. If an exchange was requested for a faulty item we will automatically send out a replacement product free of charge. If by any chance the product is out of stock or discontinued a refund will be processed to your original method of payment 

Please contact us below to initiate an intent to return. Please include your order number in the form as well as your issue, and we will get back to you within 48 to resolve your issue. 

Or you can email us directly at returns@meltingpleasures.co.uk