SHIPPING & RETURNING
Transit times will vary depending on the location of the delivery address.
International Standard Delivery: This service may be delivered through a local mail service and may not come with a tracking number. If a trackable service is used your ship confirmation email will contain a tracking number link, that will allow you to check the status of your package. Orders are usually delivered within 10-20 working days depending on your location but if it takes longer than this, please allow up to 25 working days from the date your order leaves our warehouse.
International Express Delivery: Our express carrier provides a fully traceable delivery service. Your ship confirmation email will contain a tracking number link, that will allow you to check the status of your package. Orders are usually delivered within 3-7 working days depending on your location but if it takes longer than this, please allow up to 10 working days from the date your order leaves our warehouse.
Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.
If your order includes a personalised item this may add an additional 3 working days to despatch of your order regardless of which delivery service is selected.
Made to Order/personalised orders may ship on an untracked delivery service. If you have not received it, you must notify us within 40 working days of the shipment date. We cannot guarantee any further assistance with the whereabouts of your order after the 40 working days.
We may charge a handling fee in addition to shipping to cover warehouse storage and packing costs. Such fee will be displayed on checkout.
Customs & Duty
Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.
We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery, there are any additional charges due our carrier will contact you to arrange payment.
Different Stock Availability: If you have selected items with different availability times then we will despatch your order when all items are ready.
Despatching of Orders: Although we try to process and despatch your order on the day of order, this may not always be possible, for the following reasons:
· Pre-Orders: Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website
· Payment Card Checks: Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.
Customers may apply for a return or exchange within 5 days after receiving product(s). Refunds will be made by the same method you used to pay.
Please note: items marked “Final Sale” cannot be returned/exchanged.
Sale and promotional items are excluded and remain subject to our regular return/exchange policy.
We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.
If the product has already been shipped out, we will unfortunately be unable to cancel the order.
All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
All items must be returned with their original boxes.
All items must be returned in one package.
Return/Exchange shipments must be made using the same service as the original delivery.
We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
Customised items cannot be returned.
The return/exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
For hygiene reasons, underwear briefs, certain jewellery, make-up and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.
Naturally any faulty items can be returned.
We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition.
You will be informed if we propose to reject your refund/exchange; you may choose to have the product sent back to you at your own expense.
HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?
Step 1: Please contact our Customer service team to start the return process with the following information:
Proof of purchase
Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.
Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.
In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by suchine in case of returns.
Once your package reaches us, please allow 3-7days(depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
No. D1356, Building 7, Jinniu New Village, Haixiu Middle Road, Xiuying District, Haikou City, Hainan Province
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Service Tel: 19107642196
We strive to respond to your questions within 24 hours .
Customer service chat hours:
Monday - Friday : 9 am - 18 pm EST
Now available in English.