Returns Policy

REFUNDS & RETURNS (Your right to cancel)

Under the Distance Selling Regulations the customer is given the right to return unwanted goods. This "cooling-off" period gives you 7 working days in which to cancel your order without giving a reason. The period starts the day after the day that goods are delivered to you. During this time you are only required to cancel the order and are not obliged to return the goods within the 7 working days. We ask that you return the goods within 14 days. If you wish to cancel an order within the 7 day cooling-off period, you may do so providing the goods are in a re-saleable condition. We request for the items to be unused and complete with original packing. To exercise this right please contact us. We will need confirmation in writing, as well as your name, address and invoice number.

 We recommend goods are returned in their original packaging or are suitably packaged so as to avoid damage during transit. Should the goods not be returned in a resaleable condition we will be unable to issue a refund.

When trying on knickers please ensure they are tried on over your own underwear. We are unable to accept a return for hygiene reasons if it is apparent that this hasnt been done. Returns that are damaged, soiled or altered will not be accepted and will be returned to the customer.

Bordello is not responsible for goods lost in transit. We strongly recommend that goods are sent by recorded delievery and that you retain proof of postage.

 

RECEIVING A REFUND

Your refund will be credited to the original purchaser's credit card only and will exclude shipping costs (with the exception of faulty items).
Outside the UK, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note card refunds may take up to ten business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.



EXCHANGES

Please note payment of postage costs will be required prior to delivery of exchanged item. You will receive notification when an invoice is issued via paypal.

To exchange an item, please email info@bordello-london.com and specify the new size you require.  If we no longer have the required size in store we can offer an alternative, store credit or refund. We cannot offer refunds or exchanges on corsetry, hosiery or erotic toys.

If you are based outside the UK you may need to pay duties and taxes on the replacement item.



LATE RETURNS

Returns must be within 14 days from receipt of your order. We recommend returned item shipments should be post-marked within seven days from the date you receive your package. Returns outside these timeframes will be granted at our discretion.



FAULTY GOODS

Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within three months of purchase. Some pieces are hand embroidered and delicate & need to be handled with care.

Please note that items that are damaged as a result of normal wear and tear or where machine washed where hand wash or dry clean is advised, are not considered to be faulty.

If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.

If merchandise should arrive damaged please contact us immediately.