If you're not completely happy with an item, we'll exchange it or give you a refund, provided that it's returned to us in its original condition & packaging, unworn, unwashed, and with all labels attached.

Please make sure that briefs/thongs/swimwear etc. are tried on over your own underwear. When trying on bras please avoid make up and perfume or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it's obvious this hasn't been done.

Delivery

Shipping

We'll ship your order as soon as we can, subject to payment authorisation and stock availability.

You'll only be charged once per order for delivery and gift boxing (if applicable), however many separate shipments we split your order into.

If your shipping confirmation email has been sent before 2.00pm Monday - Friday, then your shipment will leave our warehouse the same day. If the shipping confirmation email was sent after this time (or at any time on a UK public holiday), your goods will be collected by the carrier on our next working day.

We'll do everything we can to make sure your order arrives on time, but please allow for any adverse conditions which might affect deliveries from the UK to your area, including (but not limited to) extreme weather or disruption to postal services / airlines. 

Orders are shipped from the UK. Any additional charges for customs clearance into other countries must be borne by you. We have no control over these charges and unfortunately can't predict what they might be.

Returns

UK returns

Returns need to be received back by us within 14 days of receiving your order. Four days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines, which might affect your return getting back to us.

• Make sure you get proof of postage from the post office, so that you can make a claim with the carrier if your parcel gets lost on its way back to us.
• You should keep this proof until you've received your refund or replacement.
• We'll send you an email to let you know when your return has been received.
• We would suggest using Royal Mail rather than a courier.
  

Non-UK returns

For orders shipped to addresses outside the UK we need to receive your return within 20 days. 10 days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines, which might affect your return getting back to us.

You'll need to pay return postage for all orders sent outside the UK. Please mark your package clearly as 'RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost. 

• We'll send you an email to let you know when your return has been received.

Items that can't be returned

Most items bought from brazoo.co.uk can be returned, with the exception of anything listed below:

• Gift cards are non-returnable and can't be exchanged for cash
• Returns on hosiery can't be accepted if the pack has been opened (if the pack is unopened & undamaged then it's fine to return)
• Body care / beauty products can't be accepted for return once opened
• Certain products are excluded from our returns policy - if this applies it'll be clearly stated on the material & care tab of the product page before you purchase

Refunds

Services that can't be refunded  

Gift box and gift wrapping charges won't be refunded if goods are returned. Also, any replacements you've asked for won't be gift boxed, so if you received a gift box with the original order, you might want to hang on to this 

Shipping charges won't be refunded if goods are simply returned. If you've asked for replacement items you won't be charged again for shipping these. Express delivery of replacements can be requested at the time of return and the difference will be charged to your card.

"I've received some brazoo.co.uk items as a gift from someone else. Can I return them?"

You can return items as normal - please refer to the return guidelines above and on the paperwork that came with the goods.

You might want to note that the purchaser will automatically be notified by email of any returns, refunds or replacements. Sorry, we can't prevent this, as it's an automated part of our returns system.

If you want replacement items of a higher value than the return, we'll need to have the cardholder's permission before making any additional charge to their card. Alternatively, you can pay any difference owing with your own card. If you'd like to do this, please include clear payment instructions with the returned items, together with your own contact details in case we have a query.

Refunds can only be issued to the card, which was used to pay for the goods. Sorry, but we can't offer credit notes.

This policy doesn't affect your statutory rights.

Rev.0 | 12 May 2011