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Returns & Exchanges
If you wish to cancel the contract and return the goods for a refund you must notify us with the details of the return, including the order number, within 14 days following the date of delivery. No returns form is necessary provided this email is sent. You must then post the item(s) back to us within 14 days. Any item posted back after that date may not be refunded.
If you notice a fault with your item(s) you must notify us within 48 hours so we can address and correct any problems. If no attempt is made to contact us within 48 hours via telephone, e-mail or live chat regarding the damaged/missing item(s), all items are deemed received and intact.
All the items we sell are new. Due to the personalised nature of our products garments may only be returned if they have not been worn other than to try on over your own underwear, the tags remain attached or the items are in unopened and original undamaged packaging. You have a duty of care to ensure all items are returned to us in the same original condition as they were received this includes the presentation boxes. Exchanges can only be issued on a like for like basis or refunded. Only one exchange can be made per order. If more than one exchange (an 'exchange of an exchange') is required, a new order must be placed. If you have notified us that you wish to exchange an item then please send it back to us in accordance with our returns policy. Your replacement item will be sent out to you upon receipt of the original item being received by ourselves.
Due to the intimate nature of the items we sell there are certain items that we cannot accept for return. These include :
Items of hosiery ( includes bodystockings ).
Items that have been removed from hygiene packaging.
For whole order return requests or cancellations received within 14 days of the day after delivery of the order we will refund your payment, including the packing and postage costs (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us).
The buyer is responsible for the costs of returning the order items. For partial order return requests received within 14 days of the day after delivery we will refund the order item costs. If this takes your order under the free shipping threshold the postage costs will be deducted from any refund due.
The buyer is responsible for the costs of returning the order items.
Please notify us within 14 days of receipt should you wish to return any items. Any request received after this may be rejected.
After notifying us it is then your responsibility to ensure the items are returned to us within 14 days of notifying us. Failure to notify us of your intention to cancel the contract will lead to any goods received back being held for 7 days before the are destroyed.
Please ensure all items are received back by us in the same condition that they were received.
Please ensure that all tags are still on the item(s) and that that any presentation box is free of damage.
Please be aware that due to the intimate nature of the items we sell, we are unfortunately unable to accept returns on certain items. Some of our items are delivered in clear sealed bags for hygiene reasons, if this bag has been opened then we will not accept it for return. Non Returnable Items Crotchless items Hosiery Underwear
If you have requested a return then simply package up your item(s) and take them to your Post Office or courier pick up shop and send them back to us at : Diva's Closet Hawking Place PO Box 1368 Blackpool FY2 0JN Please note that if you return products which are outside our returns policy we will not issue a refund.
When we receive your item(s) back we will notify you via email that we have received it. Any item(s) will then be inspected and providing they are acceptable your refund will be issued within 14 days. We do not accept liability for lost parcels. We suggest you send your returns back using a trackable service. Proof of postage is not proof of delivery. Refunds can only be issued to the original payment method. Please note that if you paid using a credit/debit card return payments can take upto 10 days to appear on your statement. This is down to the card processors and the banks. If for any reason any item(s) are not acceptable then we will email you to clarify this. We reserve the right to reject any return if it is not in accordance with our policies.