UK Returns Policy
We hope you are delighted with your purchase; however we will accept returns of items within 28 days of the receipt of your order, should you wish for an exchange or refund.
Please ensure the item(s) are in their original condition and packaging, with all tags attached. Ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been damaged or worn. We cannot accept returns on opened packs of hosiery.
Returns must be logged via our return portal by clicking the link - RETURNS PORTAL
Please note:
- All returns must be registered within 28 days of receiving your order
- All return items must be pre-registered for return via our returns portal
- Please return your parcel as soon as you receive your return paperwork
- Please include the return paperwork provided in your return to help us process your return
- Returns from multiple orders cannot be combined
- Any returns received in unsaleable condition will not be refunded and returned to the customer
- Any unauthorised order returned to the warehouse will be returned to the customer
- If you have received a damaged or faulty item please contact our Client Experience team before returning
Refunds:
Refunds are processed within 14 working days of receipt to allow for inspection onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded
Exchanges:
We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 28 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website or alternatively, please get in touch with our Customer Care team.
Non-returnable:
Please be advised that, unless faulty, we cannot accept returns for hosiery, lipsticks, lip balms, skincare, perfume or earrings due to hygiene reasons.
Please note that returns on Agent Provocateur x Lovehoney toys are only offered if the product remains unopened with the tamper seal in place, or should the item be faulty.
In the event that you need to return an item from this range please contact our Client Experience Team.
Gift vouchers:
Please note that gift vouchers are not cash refundable. Items purchased via gift voucher can be size exchanged, or you can be re-credited with the value.
Boutique returns:
Our website doesn’t accept returns of items purchased from boutiques. For store purchases on non-sale (full price) items we offer an exchange or gift voucher within 14 days of purchase.
We will only accept returns of non-sale (full price) items when returned in perfect condition with tags attached and with a receipt, as proof of purchase. We will not accept returns on lingerie that has been damaged or worn.
Hosiery can only be returned if unopened. We cannot accept returns for lipsticks, lip balms, skincare or earrings due to hygiene reasons. All items purchased on sale are final and returns will not be accepted. Gift vouchers are not refundable.
Please note that Boutiques located in Department Stores will adhere to the Department Store Return Policy. Online purchases cannot be returned to a boutique.