Returns Policy
If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 30 days of receipt. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item. Please note: Goods will only be accepted for return if they are despatched within 30 days of delivery, unless we have notified you otherwise. The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty and a refund is made.
We have a PO Box number for returning items that are not broken, whereby you have changed your mind about your purchase:
Toujours Lingerie
PO BOX 228
Hitchin
Herts
SG4 0WW
Each time a return is received you will be notified by email and notes will be added to the order, under your order history section.
If you have received a faulty item, there is a Freepost address you may use within the first month of purchase. Please email us for the address ONLY if the goods you received are faulty.
The Freepost address is only for the use of returning faulty items from within the UK. When we receive the item it will be checked; if the item is not faulty and the Freepost address has been used, then there will be a charge for the cost of postage: £3.95 for orders under 2Kg, 19.95 for orders over 2Kg up to 30Kg.
We do not cover any postage charges to return items back to us from outside of the UK under any circumstances.
Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
Replacement faulty items are sent back out to you free of charge within the first month of purchase.
All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused. Postage costs will apply to return it back to the customer.
We offer a One Year warranty on everything we sell. If the item develops a fault within three months, we can offer a refund or exchange. After three months we can offer exchange only.
Any products that are returned back to us and are not faulty and do not meet the returns policy will be held for 30 days. After 30 days if we have not had a response from you, the item will be destroyed and no refund will be given.
If an item is returned and found not to be faulty, your refund will have the postage charged deducted.
Items received that are incorrect must not have the packing opened or tampered. We must be notified within 3 working days and we will advise full instructions for an exchange. Incorrect products received with security seals or sealed packaging which are opened by the customer cannot then be returned for an exchange as they have been accepted by the customer.
Returns forms
Please fill in a returns form when returning items back to the PO BOX returns address.
Click to download the returns form (PDF format). Please complete and send with your returned product:
Policy In Depth
Due to the obvious health and hygiene implications with adult goods, for the goods to be returned, if they are not broken the following terms have to be met.
- The goods must be unused.
- The goods must be returned in original condition & packaging.
- Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
- Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
- The goods must be received back within 30 days from the day you received the order.
- Lingerie and items of clothing must be returned unworn and still in original packaging.
- 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.
Postage & Packaging
On occasion, there may be times when parcels need to be dispatched back to customers and a further charge of £3.95 will apply.