Refund policy

Returns and Refunds

You have 30 days from receiving your item to request a return under our returns policy.

Return eligibility

Items must be returned in the same condition in which you received them: unworn or unused, with their tags attached and in their original packaging. Please include your receipt or proof of purchase and the completed returns form supplied with your order.

How to return an item

Please send returns to:

Intimate Secrets Lingerie Limited
Unit 174, Fortuna House
88 Queen Street
Sheffield
S1 2FW

Include your completed returns form with the garments you are returning. For returns and exchanges, email returns@intimate-secrets.co.uk with your order number and details of the items you wish to return or exchange.

Return postage

You pay return postage for change-of-mind returns and size exchanges. We cover return postage for faulty, damaged or incorrectly supplied items. Please contact us at returns@intimate-secrets.co.uk before sending these items back so we can arrange the return. Your statutory rights are unaffected.

Trying on lingerie

Please try on briefs, thongs and shapewear over your own underwear. When trying on bras, avoid allowing make-up or lotions to come into contact with the garment.

If we believe an item does not meet the conditions of our voluntary returns policy, we’ll contact you to explain why and discuss the next steps. Your statutory rights are unaffected.

Sale items and gift cards

Sale items and gift cards are excluded from our voluntary returns policy. This exclusion does not affect any statutory rights you may have.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is faulty, damaged or incorrect, contact us as soon as possible so we can assess the issue and help resolve it.

Size exchanges

To request an exchange for a different size, complete the returns form included with your order and clearly indicate the size you would like.

UK online-order cancellation rights

For most goods bought online, UK customers can cancel without giving a reason by notifying us within 14 days after delivery. You then have a further 14 days to send the goods back. Email returns@intimate-secrets.co.uk with your order number and a clear statement that you wish to cancel.

If you cancel your entire order, we’ll refund the cost of the goods and our basic delivery charge. Any extra charge for express delivery is not refundable. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever is earlier. Refunds will be made within 14 days of that point.

You pay return postage for change-of-mind cancellations. We may deduct for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Statutory exceptions may apply, including certain sealed goods unsuitable for return for health or hygiene reasons once unsealed. This does not remove your rights for faulty or incorrectly supplied goods. Our voluntary return conditions do not limit your statutory cancellation rights.

Refunds

For returns under our voluntary 30-day returns policy, once we receive and inspect your return, we will let you know whether your refund has been approved. Approved refunds will be issued to your original payment method within 10 business days. This timeframe does not override statutory refund deadlines, including those described in the UK online-order cancellation rights section above. Your bank or card provider may need additional time to process the payment.

If more than 15 business days have passed since your return was approved and you have not received your refund, please email returns@intimate-secrets.co.uk.

Your statutory rights

This policy does not affect your statutory rights, including any applicable rights to cancel an online purchase or remedies for faulty, damaged or incorrectly supplied goods.