Delivery and Returns

Deliveries:

Our aim is to dispatch all orders same day if order and payment has been received before 4pm. If there is any issue regarding your order we will endeavour to contact you within 24 hours. Time scales are based upon working days (Mon-Fri), orders placed after 4pm on Friday and Saturday/Sunday will be dispatched the following Monday. Bank Holidays, Xmas Day, Xmas Eve we will not be able to dispatch till next working day.

See 'Carriage Charges' for more information.

Returns:

How to return an item; You must contact us within 7 days of receiving your item/s by emailing customerservices@carezza-lingerie.co.uk to confirm the item you are returning so we know to expect return delivery of it. When you contact us you must quote your "Reference" number which can be found on the delievry note/invoice, you must then state the reason for the return and we will give you a unique return code to help us identify your package when it is received by us. Your invoice must be included within your return for us to identify where the parcel came from, this will also stop any delay with us refunding or exchanging your item. Please check your item does conform to our strict returns policy before you post it back to us, or we may not offer you a refund. This also applies to faulty items. We do not hold any responsibility for parcels being lost that you are returning to us. 

Returns Policy

We offer a 100% guarantee on our items. If you are in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund for the items. This is only where you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. When your item is received by our Return's Department it will be thoroughly checked for any sign of wear. We may also perform chemical tests to detect body odour and deodorant. If there is any evidence that the item has been worn or it is not in a resalable condition due to any reason we reserve the right to refuse a refund on the item.

Once we have received your goods we will then process your request for either a refund or replacement. Please allow up to 7-10 days from receipt of your return for this to be done. In busier periods such as Halloween, Christmas and Valentines this can be up to 14 days.

Please note that certain products are excluded from our general returns policy for hygiene reasons - these are all hosiery and bodystockings and individual bottoms, these can not be returned.

Return of Faulty Goods

If you believe the goods we have supplied to you are faulty, you must notify us within 48 hours of receiving the goods, you should return the item to us together with a note and your invoice, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution. We have a very strict dispatch system where items are photographed and catalogued as they are received by us from the warehouse. We reserved the right to produce this evidence in the event of any dispute as to the cause of the fault. We accept no liability for faulty items once the item has been worn by you.

Please note:

Delivery charges (the postage and packaging cost you originally paid to have the order delivered to you) are non-refundable unless you are cancelling your entire order within the 7-day statutory cooling-off period. If you are only returning part of the order, you will be refunded the full value of the items returned, less the delivery charge.
If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.