Terugbetalingsbeleid
EU Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party indicated by you, acquires physical possession of the goods.
How to exercise your right of withdrawal
To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. a letter sent by post or email) to:
Drucillas Love — Email: drucillaslove@gmail.com
You may use the model withdrawal form below, but it is not obligatory. You can also electronically submit the model withdrawal form or any other clear statement via your customer account at account.drucillaslovelingerie.co.uk. If you use this option, we will send you an acknowledgement of receipt without delay.
Model withdrawal form
To Drucillas Love, drucillaslove@gmail.com: I hereby give notice that I withdraw from my contract of sale of the following goods: [describe goods], ordered on [date], received on [date], Name of consumer, Address of consumer, Date.
Effects of withdrawal
We will reimburse all payments received from you, including delivery costs (except for supplementary costs arising from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the initial transaction.
You shall return the goods without undue delay and no later than 14 days from the day on which you communicate your withdrawal to us. You bear the direct cost of returning the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery (this applies to underwear, lingerie, hosiery, and shapewear).
Please note that hygiene-sensitive items as listed in our Hygiene Policy below are exempt from the right of withdrawal under EU Consumer Rights Directive Article 16(e).
Returns & Refund Policy
At DrucillasLove, your satisfaction is our priority. If you are unhappy with your purchase for any reason, we are happy to help with an exchange or refund in accordance with the terms below.
Our Return Window
You have 14 days from the date of delivery to request a return for unwanted items. To be eligible, items must be: in their original condition with all tags intact, unworn and unwashed, and in their original, unopened packaging (where applicable). We reserve the right to refuse returns where these conditions have not been met.
How to Start a Return
Please contact us before sending anything back — items returned without prior authorisation will not be accepted.
For faulty, damaged, or incorrectly sent items, we may request photographs to help process your claim. We will provide a prepaid return label and full instructions at no cost to you.
For all other eligible returns, simply contact us and we will provide instructions and a returns authorisation.
📧 Returns@drucillaslovelingerie.co.uk
Faulty, Incorrect or Not as Described Items
Under the Consumer Rights Act 2015, if your item is faulty, not as described, or develops a fault, you have the right to a full refund within 30 days of delivery. Please notify us as soon as possible and we will resolve this promptly at no cost to you.
After 30 days and within 6 months, we will offer a repair or replacement in the first instance. If this is not possible, a refund will be issued.
Inspecting Your Items
You have the right to open and reasonably inspect non-hygiene-sensitive items to assess whether they are as described — in the same way you would be permitted to examine goods in a physical shop. However, if an item is handled beyond what is necessary for inspection and can no longer be resold as new, we reserve the right to make a deduction from your refund to reflect any reduction in value.
Unwanted Items
If you have changed your mind or ordered in error, we can issue a refund within 14 days of receiving the returned item. Please note that the cost of return shipping is the responsibility of the buyer. We do not provide prepaid labels for change-of-mind returns.
Hygiene Guidelines for Trying On Items
When trying on lingerie, swimwear, or similar garments, please ensure they are tried on over your own underwear. We reserve the right to refuse any return where this has not been observed. We appreciate your understanding — these measures are in place to protect the health and wellbeing of all our customers.
Hygiene Policy & Intimate Apparel Exemption — Important
For hygiene and health protection reasons, the following items cannot be returned unless they are faulty or the incorrect item was sent:
- Knickers, briefs, thongs, and any underwear (strictly non-returnable under health and hygiene regulations)
- Bodysuits and shapewear
- Hosiery and stockings (once packaging has been opened)
- Swimwear (once the hygienic liner has been removed)
- Beauty products, health creams, lubricants, massage oils, or any intimate product that comes into contact with the skin
Items returned that show signs of being worn or with packaging removed will not be eligible for a refund and will be returned to you at your cost.
These exclusions are permitted under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This does not affect your statutory rights.
Once Worn or Used
Once an item has been worn or used, it cannot be returned under any circumstances.
Exchanges
The quickest way to exchange an item is to return it and place a new order once your return has been accepted.
Refund Processing Time
Once we have received and inspected your return, we will notify you and process your refund within 14 days. Refunds will be issued to your original payment method. If you have not received your refund within 14 calendar days of us confirming receipt of your return, please contact us at hello@drucillaslovelingerie.co.uk.
Sale Items
Sale items purchased online are eligible for return under the same conditions as full-price items, in accordance with the Consumer Contracts Regulations 2013. Gift cards cannot be returned or refunded.
Contact Us
For any return queries or to initiate a return, please get in touch: 📧 Returns@drucillaslovelingerie.co.uk 📧 hello@drucillaslovelingerie.co.uk