We know that lingerie has got to be right and so if you're not completely happy with an item, we'll give you a refund, provided that it's returned to us in its original condition & packaging, unworn, unwashed, and with all labels attached.
Please make sure that briefs/thongs/swimwear etc. are tried on over your own underwear. When trying on bras please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it's obvious this hasn't been done. Obviously no one wants to wear someone else's lingerie!
- As we don't do straight exchanges for items we recommend that if you are wanting a different size, colour or product that you re-order this.
- Returns need to be received back by us within 14 days of receiving your order. Four days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us.
- You'll need to pay return postage Please mark your package clearly as 'RETURNED GOODS' to avoid delays. Make sure you get proof of postage from the post office, so that we can still complete your return if it gets lost on its way back to us. You should keep this proof until you've received your refund or replacement.
- We'll send you an email to let you know when your return has been received.
- For orders shipped to addresses outside the UK we need to receive your return within 20 days. 10 days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us. Please remember to include a copy of the packing slip and your order number and we'll take care of the rest.
- You'll need to pay return postage for all orders sent outside the UK. Please mark your package clearly as 'CHARNOS RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost.
Upon receipt of your returned goods, we'll let you know when we've received them and inspected the items. If approved, we will issue a refund for the garment or within approximately 48 hours. Please allow for 10 business days to see returns reflected on your credit card statement. Refunds can only be issued to the card which was used to pay for the goods. This policy doesn't affect your statutory rights.