Refunds
We operate a different returns policy for customers in the USA and Canada, if your not happy with our lingerie products then we will accept your return based on the terms and conditions as set out below. Please note we do not offer cash refunds. Please note: For shipments to the USA we cannot offer a refund on any of the postage costs involved between the USA and the UK. The reasons our returns policy is we have to keep our overheads as low as possible to survive as an online e-retailing business in what are tough economic trading conditions.
Product Returns
Returns - For your protection, we recommend that you get a 'certificate of posting' from your local post office, this is available free, if required this will then enable you to make a claim, should the goods be lost or delayed in the post. Ennia Lingerie USA will not accept responsibility for any goods until we receive them. You have the right to cancel your order within 7 days. The 7 days start from the day after you receive the goods (see exceptions below). If you do exercise the right to cancel and claim a refund of your payment subject to our checks of the merchandise, refunds can take up to 30 days to appear on your bank / credit statement. Products must be returned to us within 7 days after receipt of goods.
Any returns received after this time period is purely at our discretion. If cases where Lingerie items are returned and subsequently credited, and should this reduce the value of the original order value where any free item(s) were supplied then the full cost for the free item will then need to be charged for.
Important note and exceptions in regards to Lingerie Product Returns:
Return Exceptions - Important Information,
Products Excluded from Free Returns:
- We do not provide refunds or credits on any FREE lingerie items that we
have supplied with an order. An exchange is possible, postal
costs on the return and the re-supply will need to be paid for.
- Clearance, Sale or Promotional items, we do not take these items back at all.
- Products where there is a reduced price advertised (a price reduction on the normal price). A credit can be given in these cases but no refund is possible.
- Any Orders which have used a discount code of 15% or more applied. A credit can be given in these cases but no refund is possible.
- We cannot take a Return on Panties, Thongs (G-strings), Briefs or Shorties, this is for Hygiene reasons so please make sure about choosing the correct sizing when ordering with us.
Based on these exceptions we ask our customers to be very careful with choosing the right sizing before you place an order with us. We do offer an on-line chat facility to discuss size issues.
It is absolutely essential that when you return goods to us you obtain the 'certificate of posting/shipping' from the post office and that you ask for a recorded delivery service for your package(s) that you are returning. We accept no responsibility for any items that are lost in the post. Please send the goods back in an outer protective cardboard box which will protect the branded gift box.
Faulty Goods
Items can be exchanged if the goods are faulty (stitching comes away, bra clasps come away / break etc) please contact us in first instance, our faulty good policy is one based on a fair and reasonable usage basis over a sensible period of time and fair use, a replacement or a credit may be given. Management discretion will be applied in all cases. Please download the returns form via the link below and send this back with the goods.
Wrong Sizes
Items can be exchanged if the goods are the wrong size for the vast majority of our stock (* see list of exceptions) and / or a credit can be given. All returned items must be in perfect original condition, unworn and with the
garment labels intact and also any external labels still attached. AS a
policy we do not take returns on Panty's/Thongs or Shorties.
Please Note:
Return of goods will only be considered if unused and returned in the original packaging. Ennia Lingerie USA reserves the right to refuse any Return if in the opinion of the supplier the goods have been used; items must not be soiled or have been washed in any way.
Removal of any garment labels is deemed acceptance of the goods. Any returns must be accompanied by the Original Order Number and the completed Ennia returns form which you will need to download, please print this out and send this back with your returned goods in order to be considered for an exchange or a credit. To download the Ennia returns form (pdf format) please click here: Ennia Returns Form (pdf) To download the Ennia returns form (this requires Adobe reader software on your PC). If you don't have Adobe Acrobat Reader you can download the Adobe software free of charge from the Adobe web site via this link:
It is absolutely essential that when you return goods to us you obtain the 'certificate of posting/shipping' and that you ask for a 'signed for service' that you are returning from USPS. We accept no responsibility for any items that are lost in the post. If you use FEDEX, DHL or UPS the cost for this will not be refunded.
If the items are faulty then this is a different set of circumstances, it is also advisable to email us when you have posted the goods so we know its on its way, in the first instance please email us so arrangements can be made at: customercare@ennialingerie.com