About My Order
Can I cancel or change my order once placed?
Unfortunately, we cannot cancel or amend orders once they’ve been placed. Once your order is placed, it’s sent straight to our warehouse, where our team aim to get the order out as quickly as possible. If you've missed any items off your order, please place a new order and we will send this out separately.
Can I add items to my order?
We cannot add items to existing orders. If you do want to purchase additional items, please feel free to do so, but note that these will be despatched separately.
Can I combine my orders?
We cannot combine orders once they've been placed. If you place multiple orders, they will be despatched separately.
What do I do if my order has been cancelled?
We're sorry to hear that your order has been cancelled. Please either reach out to us on email@example.com or through our contact us page.
My order hasn't arrived, what do I do?
We're really sorry to hear that your order hasn't arrived. First, please check the shipping method used.
If you're based in the UK, we will have used Royal Mail 24 or 48 hour postal services. Both of these offer delivery confirmation through the tracking number attached to your order. This won't show up until it's been delivered, but it's always worth checking (in case it's with your neighbour or has been left in a safe place).
All of our international orders are shipped with a tracked service.
If I have a faulty item, what do I do?
We're very sorry to hear your item is faulty. Please send a picture to firstname.lastname@example.org, along with a brief description of what's wrong.
Refunds and Exchanges
Do you offer exchanges?
Yes, we do offer size exchanges. Please get in touch with a member of our team through the contact us page for further details.
Please note that exchanges can only be made for the same product in a different size. We cannot offer exchanges for different products.
Can I return swimwear?
Yes, you can return swimwear. However, the item must be in the same condition that you received it in, which is unworn and unused, with original tags attached, and in its original packaging. If you're returning swimwear, the hygiene strip supplied must still be in place/not have been tampered with or removed.
How long will it take for me to get my refund?
For UK returns, please allow up to 7 days for us to process your return. This allows adequate time for potentially delayed post and for our warehouse to process your return.
For International returns, please allow up to 14 days for additional shipping time.
If you've still not received your refund in these timeframes, please get in touch via our contact us page or email us at email@example.com
I can't see my refund?
When we refund orders, we will refund the amount back onto the card that was used for payment. If the amount hasn't been refunded but you've received a notification, please contact us.
How can I send my order back if I'm in a different country?
We still accept returns from international customers. You will need to ensure that you accurately fill out your customs declaration and outline that this is a returned good. We are not responsible for paying VAT for the returned product if it is incorrectly labelled. We recommend speaking with your local post office for more information, otherwise you can contact us.
Where do you ship to?
We ship globally! Regardless of where you are in the world, we can get your order to you.
If you're having trouble checking out with your country, please contact us.
What are my shipping options?
View our shipping policy here.
How long will it take for my order to arrive?
Standard Delivery: 2-4 Days
Express Delivery : 1-2 Days
Next Day Delivery: The next working day before 1pm (GMT). Please note, the product must be ordered before 1pm to qualify for next day delivery and this does not apply on weekends.
US Tracked: 5-10 Days
Royal Mail International: 3-17 Days (Subject to country)
View our full shipping options, prices and delivery times here.
Do you ship to BFPO addresses?
We do send to BFPO addresses. As a small company, we're still getting our systems integrated to allow this process to be seamless, so if you do order from a BFPO address, please leave a note in your order, or drop us a message!
Why is my parcel undeliverable?
On a rare occasion, you may find that your order was undeliverable. This could be because we have the wrong address, your package required a signature, or various other reasons.
If this is the case, please get in touch with us and we can assist you in resolving this for you.
Do I pay for import duties?
As we are a UK based company, you will not need to pay import duties if you reside in the UK. However, given the recent changes in the UK's EU status, you may be subject to import and VAT charges if you are based in the EU. We are unable to tell you what charges you will pay, as they will vary by country. You can usually find this out at your local post office or online.
We are unable to change anything on our custom label as this is a legal document, therefore we must accurately declare the full value of the goods.
How do I return an item?
We're really sorry that you want to return an item. Please view our full returns policy.
I've ordered from an online marketplace (Amazon, eBay etc.), can I return the product directly to you?
When returning an item, you need to open a returns request via the platform you ordered from. This will provide you with the full instructions to return your products.
Please note, we don't provide QR codes or labels for marketplaces or couriers such as Evri. You will also need access to a printer to print any returns labels provided by the marketplace.
Discounts and Leaflets
How do I use my discount code?
After you've completed your shopping and reached checkout. There is a small box which is where you can add your discount code.
My discount code isn't working?
1. You may need to subscribe to our newsletter first!
2. You have already used the discount code (some codes are limited to once per customer)
3. The code may have expired.
Contact us if you're still having problems.
Discount Code Terms and Conditions
Discount code expiry dates and times are set in related to UTC time zone. Our discount codes are limited to one per customer.
Is there a difference between US and UK sizing?
Yes, there is a difference between US and UK sizing. Before purchasing anything, check our bra size chart and make sure your size conversions are correct. We've also got a selection of bra fitting guides to help you with all things sizing and fitting. If there's anything you're unsure of, please do contact us before placing your order.
Do you have a way I can contact you directly?
Yes. We have a customer service phone number and we love to chat with our customers: 07599052638. We also have WhatsApp on this number if there's a query you'd like to text us about or if you're not comfortable talking over the phone.
If there's any other issues or queries which we haven’t answered here, please contact us directly so we can assist you further.
Social Media Giveaway Terms and Conditions
The winner of the Gossard Glossies Set will be contacted on the 14th February 2024 via Instagram or Facebook. The winner will be required to reply to the instagram message with their sizes within 48 hours of winning the prize. A selection of Gossard Glossies will be sent to the winner for them to select their preferred bra and brief. The products in this giveaway are not exchangeable for cash and are non-refundable.