If you’re not completely happy with an item, just return it to us in the same new condition (including packaging) you received it in, for an exchange or refund* within our returns period(s) shown below.
For UK customers returns are free (if you keep one item from your order) and you can download and print a UK returns label here RETURNS LABEL. If you are returning all your items then you will have to pay for the return postage (see address below). You will see that this shows the company name of Chaffree Ltd which is our parent company who handles all our returns and refunds. Please return items in original packaging along with your instructions for the return and outcome wanted (e.g. exchange for different size) and remember to get proof of postage receipt. Once your parcel has been received it will be checked for signs of use, wear or damage and your instructions carried out. PLEASE NOTE that for health & hygiene reasons we have a very strict returns policy and each item will be thoroughly checked and any items deemed not suitable to not be allowed back into stock, including items that have been tried on without existing underwear or damaged due to improper hygiene e.g. tried on with dirty hands, have skin,hair or general household, pet fibres and particles on or do not have the labels attached will not be refunded. In this scenario photos will be taken and you will be contacted by our customers services team. The items may be returned back to you via 2nd class post or you may be offered an *exchange/alternative garment or a gift voucher to be used on the website. Any items received with damaged packaging or missing labels with have a repacking fee of £3.99 (per item) deducted from the refund.
*All exchange/alternative items are not returnable, exchangeable or refundable
Returns are usually handled within 24 hours and items exchanged or refunded within 48 hours. All exchange items will be sent out 2nd class post or standard service if overseas.
You will receive an automated email once your return has been processed.
- As of 13th June 2014 all UK returns are free if you keep at least one item from your order even if you have NOT paid for postage. Please download the UK returns label here RETURNS LABEL.
- If you return everything, we will deduct a return fee of £4.99 (per item) from your refund except in cases where the entire order was cancelled within 7 days under the UK Distance Selling Regulations or the entire order was faulty.
- From other countries, you will need to pay return postage, but there’s no additional return fee. Any customs/duty will have to be paid by you. Please ensure that you put on the return slip the word RETURNS so that HMRC (customs and excise) know that your are returning goods.
When trying on items please avoid make up or lotions coming into contact with them. Please also make sure that bottoms are tried on over your own underwear. In the interests of hygiene*, we may refuse returns where it is obvious this hasn’t been done.
*The refunded amount is the price paid for the item(s) you are returning net of any postage costs (postage costs are not refunded). For reasons of health and hygiene, all items from our underwear range (includes Knickerboxers, boxer shorts and briefs) are non refundable unless they are defective or damaged once worn. This does not affect your statutory rights. You may return any items which haven’t been opened and which are in their original packaging for a full refund (subject to import taxes and postage charges mentioned above) Please contact customer support if you have any questions.
If you have purchased items using mix & match discount or promotions if you have purchased products as part of an offer or discount, the amount refunded will be adjusted accordingly to reflect any failure to meet the original requirements for the offer or discount as a result of returning the product. i.e. if you buy 2 pairs of underwear for £30 (full price is £18 a pair) and return 1 pair you will be charge the original full price of the remaining item. In the scenario your refund would be £12.
Payment of Refunds
Refunds are paid back to the DR/CR card or account from which payment was received. You will receive an email advising the amount of the refund once it has been processed. The refund will be from our parent company Chaffree Ltd. If you have paid using your paypal balance then the refund will usually show within 3 working hours. If you have paid via a DR/CR card then please allow 3-5 working days for the payment to show on your account. Payments can not be made to an alternative account, name or card other than that of the original order. If you have used a gift voucher to pay for the order, then your refund will be in the form of a gift voucher which can be used on the website at a further date. Gift vouchers are valid for 1 year from date of issue. Gift vouchers can not be exchanged for cash, they have a cash value of £0.01.
Order shipped to UK
If we shipped via standard mail – Your return needs to reach us within 21 days of our dispatch date
If we shipped via express mail – Your return needs to reach us within 17 days of our dispatch date
Order shipped outside the UK
If we shipped via standard mail – Your return needs to reach us within 34 days of our dispatch date
If we shipped via express mail – Your return needs to reach us within 27 days of our dispatch date
Please label all returns clearly with the words – RETURN OF BRITISH GOODS
Our aim is 100% satisfaction. Should any concerns arise please contact our customer services team either online chat (please click link on the top of this page) or Email firstname.lastname@example.org with your order number and details and we’ll swiftly resolve any issues.
Please note that if you are returning items from outside of the UK, your parcel has to be clearly marked RETURNS otherwise it may be held at customs requiring VAT, duty, customs charges and handling charges to be paid. Chaffree will not pay these charges and the parcel will be sent back to you after a period of 21 days.
Returns address is:
Your rights under distance selling
UK & N. Ireland customers:
Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 14 working days starting the day after you have received your delivery to cancel your order.
Any delivery charges will be refunded, however, if only part of your order is cancelled, the delivery charge will not be refunded.
This can be done easily by contacting our customer support team or via email at email@example.com – important: please remember to include your order number on the email.
Further details of your rights under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.
Under the Consumer Protection (Distance Selling) Regulations (DSRs), you have up to 14 working days starting the day after you have received your delivery to cancel your order. This can be done easily by contacting our customer support team or via email at firstname.lastname@example.org – important, please remember to include your order number on the email.
Further details of your right under Distance Selling Regulations are available from your local Trading Standards department or Citizens Advice bureau.
To cancel this contract, you need to let us know (you can email us). Please state the order number and give your clear instructions to cancel the order.
If we’ve already shipped your order, you’ll need to package all the items and send them back to us at your cost. If you don’t return the items, we may arrange to collect them from you at your cost.
We will refund you for the items and any original delivery charge upon receipt of the returned order, and in any case within 30 days after we receive your notification to cancel.
If you have placed a preorder and wish to cancel, you may do so at any time prior to dispatch for a full refund. Please contact our customer support team who will handle the cancellation for you or email us at email@example.com
All orders are charged in pounds sterling(£). If you use a credit/debit card registered overseas, the total will be determined by the card issuer, based on the exchange rate at the time your card is charged. Please be aware that your card issuer may charge a fee for currency conversion – if you are unsure, please contact them before placing your order.
VAT is calculated at the standard UK rate. Prices of garments shown on the website are inclusive of VAT at the standard rate.
VAT Orders Within The European Union (EU)
For goods sent to addresses within the EU, VAT at the current UK standard rate is included in all prices quoted. For goods sent to the Channel Islands, VAT will be deducted from the quoted prices.
Orders Outside The EU
Although goods sent to addresses outside the EU are not subject to VAT, Chaffree customers pay the same prices across the world as this helps us to cover some of the additional costs of providing a service to international customers.
We take fraud very seriously. Even though we don’t have any stores, attempting to gain goods by deception is still theft and will be treated as such, including (but not limited to) –
- Attempting to make payment without the consent of the cardholder
- Fraudulent claims for non-receipt of goods
- Dishonest or false return claims
- Abuse of promotions, vouchers or other discounts
We reserve the right to decline any order and/or terminate the account(s) of any customer we believe to be involved in fraudulent practice.
In addition, we actively share details of fraud and suspected fraud with other retailers & carriers (which is entirely permitted within the data protection guidelines) and will take all steps necessary to detect, prevent or prosecute fraud.
Registered Business Address and Information
Registered Company No: 8741751
Vat No: GB 179495250
UK Trademark No: UK00003018658
US Trademark 4567073