Which forms of payment do you accept?
I accept PayPal, plus all major credit and debit cards.
My checkout is provided by PayPal but you do not need to have a PayPal account to use it – simply look for the ‘Pay via credit or debit’ card option when prompted to log in.
How will my order be packaged?
All orders are carefully wrapped in tissue paper with Esty Lingerie stickers. Esty Lingerie branded items will also be packaged in a reusable organza storage bag to keep them nice and protected in your lingerie drawer.
If you are buying for someone else, I also offer a gift wrap service.
Is your packaging discreet?
Yes, the exterior of your parcel won’t give away what’s inside! I use plain grey packaging and the sender’s address will state Esty Online or my personal name, rather than Esty Lingerie.
Can I track my order?
Your order will be sent via an insured and trackable service, unless your order total is below £15. If you would like to know the tracking number, please drop me an email at firstname.lastname@example.org.
How much does delivery cost?
Delivery is free for UK customers! For anyone else, the cost is only £4.99.
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Will there be any additional charges such as customs fees?
If your delivery address is outside of the European Union, there may be a customs charge to pay when the parcel arrives to your country. This charge must be borne by the recipient. Due to customs charges varying greatly between countries, I am unable to predict what this charge might be.
Will my parcel say what’s inside?
I am required by law to indicate the content of the parcel for orders outside of the EU, however I do not use the word ‘lingerie’ and will write ‘clothing’ or similar.
Will I pay VAT on my order?
No. Due to being a small business, I do not charge VAT on any orders. Therefore all customers pay the same prices, with 0% added VAT.
Can I pay in my own currency?
You can change the currency you would like to view prices and pay in on the right-hand page of any product or shop category, and can choose between GBP, USD and EUR. Currency conversions from the fixed GBP price are based on current exchange rates and are therefore subject to change without notice.
Can I return my order?
Yes. I want you to be fully satisfied with your purchase so if it doesn’t fit, or you’ve simply changed your mind, you can return it within 14 days of receipt for either a refund of the item’s price or an exchange. For orders outside of the UK, the original shipping cost is not refundable.
I am unable to refund or exchange items which have been worn, damaged, scented or soiled, or which have had the tags removed. I kindly ask that you try on any items with a gusset, such as knickers, over your own underwear and do not remove any tags until you are sure that you will be keeping the item. Hosiery cannot be returned once the packaging has been opened.
Items remain your property and responsibility until received back, therefore I strongly recommend sending returns via registered post.
Can I return sale items?
Yes, the returns policy above applies to all items regardless of whether they’re full price or on sale!
How do I return or exchange an item?
Simply post the item(s) back to the address shown below, including a note with your order number. If you are returning an item from outside the UK or EU, please ensure you clearly mark the parcel ‘returned goods’ to avoid customs charges being applied to the parcel, as you will otherwise be required to pay this fee before I can accept your returned parcel.
How long will it take to receive my refund or exchange?
Your refund will be processed within 7 days of receiving your return. If you have selected to exchange your order, your exchange will be dispatched within this time frame.
What happens if I paid for my order with a gift voucher or loyalty points?
If you paid for all or part of your order with a gift voucher or loyalty points, that part of your order will be refunded via a new gift voucher or loyalty points as applicable. Where an order is paid for partly via loyalty points or a gift voucher, and only partly returned, the loyalty points or gift voucher will be refunded first before any other payment type.