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Samantha Louise Returns, Refunds and Replacements Information:
Samantha Louise offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (including Sale items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.
Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.
Please also note that returns on hosiery cannot be accepted if the pack has been opened. Certain products are also excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.
Returns period
Our normal returns period is 14 days from when you receive the goods, and any returned items must be received by us within this time. However, to allow for unwanted or ill-fitting gifts, the following exceptions apply:
• Christmas gifts ordered from October onwards may be returned up to the end of January.
• Valentine's gifts ordered from January onwards may be returned up to the 15th March.
(Please note that these dates are those by which any returns must be received back in our warehouse, so please allow sufficient time for your goods to reach us)
If you wish to return goods to us, you must first contact Samantha Louise prior to you returning your goods. Once we have acknowledged your intent to return the item/s, we will of course offer a full refund or exchange the item for you.
Please Note: All shipping costs incurred by Samantha Louise sending the item to the customer and the customer returning the items back to Samantha Louise are non refundable, because we are not able to retrieve these costs.
UK customers:
Send your return via the Royal Mail, and please obtain a Certificate of Posting (available free from your post office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement. Please allow up to ten working days for returned goods to reach us.
US customers:
Send your return via the USPS, and please obtain a Certificate of Posting from the post office for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement.
International customers:
Send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Return postage from outside the UK or US is payable by the sender. Please retain your shipping documentation, so that we can complete your request in the event of items being lost in transit.
In all cases, your proof of postage should show the Samantha Louise address to which you have returned the goods, together with the post office's printed/stamped confirmation of the date of posting.
We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.
Refunds
If you have requested a refund, or replacements of a lower value than the returned goods, any refund due will be credited back to the payment method used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.
Replacements
If you have requested replacements of a higher value, any difference due will be charged before he replacement can be despatched.
Gift box charges will not be refunded in the case of a return. Replacement items requested will not be gift boxed, so you may wish retain any gift box received with the original order.
Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be charged to your card.
Return of Faulty Goods
If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.
Please quote your order number on the top left hand side of the package, to assist us in identification on return to Samantha Louise.
"I've received some Samantha Louise items as a gift from someone else. Can I return them?"
Of course you can return them as normal - please refer to the return guidelines above and on the paperwork that came with the goods.
However please be aware that, as part of the returns process, the purchaser will automatically be notified by email of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.
If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge. Alternatively, any difference can be paid using your own payment method - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.
If you request a refund, please note that this can only be issued to the payment method which was used to pay for the goods. We are unable to offer credit notes.
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If you would like further information on our returns policy please contact us with your query.
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