Refund policy
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:
David Leishman, trading as DrucillasLove. Returns address: 54B Wrotham Road, Gravesend, Kent, DA11 0QF, United Kingdom. Email: returns@drucillaslovelingerie.co.uk
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 David Leishman, trading as DrucillasLove, 54B Wrotham Road, Gravesend, Kent, DA11 0QF, United Kingdom, returns@drucillaslovelingerie.co.uk: 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 goods supplied sealed that are not suitable for return for genuine health protection or hygiene reasons, if that seal has been broken after delivery. A product is not excluded simply because it is underwear, lingerie, hosiery or shapewear. Your rights for faulty, damaged, incorrectly supplied or misdescribed goods are unaffected.
The hygiene exclusion described below applies only where the conditions for sealed goods under Article 16(e) of the EU Consumer Rights Directive are met.
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 delivery to notify us that you wish to cancel your purchase of eligible unwanted items, followed by 14 days to return them. Please keep tags and original packaging where possible. You may reasonably inspect items as you would in a shop. Handling beyond what is necessary to establish their nature, characteristics and functioning may result in a deduction for diminished value. The conditional hygiene exclusion below applies only to qualifying sealed goods unsealed after delivery. Your rights for faulty, damaged, incorrectly supplied or misdescribed goods are unaffected.
How to Start a Return
Please contact returns@drucillaslovelingerie.co.uk before sending items back so we can provide return instructions. This does not limit your statutory cancellation rights. Return items to David Leishman, trading as DrucillasLove, 54B Wrotham Road, Gravesend, Kent, DA11 0QF, United Kingdom. Please include your order number.
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, contact us and we will provide return instructions.
📧 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 reasonably trying on eligible lingerie, swimwear or similar garments, please try them on over your own underwear and keep any hygiene seals or liners intact. Do not break a hygiene seal to try on qualifying sealed goods. These guidelines do not limit your rights for faulty, damaged, incorrectly supplied or misdescribed goods.
Hygiene Policy & Intimate Apparel Exemption — Important
The following categories are not automatically excluded from returns. A change-of-mind return may be excluded only where goods were supplied sealed, are genuinely unsuitable for return for health protection or hygiene reasons, and were unsealed after delivery:
- Knickers, briefs, thongs and other underwear, only where the sealed-goods conditions above apply
- Bodysuits and shapewear, only where the sealed-goods conditions above apply
- Hosiery and stockings, only where the sealed-goods conditions above apply; opening ordinary packaging alone does not establish an exemption
- Swimwear, only where the sealed-goods conditions above apply; a liner must serve as a genuine hygiene seal for this exclusion
- Beauty and intimate-care products, only where the sealed-goods conditions above apply
For eligible change-of-mind returns, handling beyond reasonable inspection may result in a deduction for diminished value. Removing ordinary packaging does not automatically make an item non-returnable. The conditional sealed-goods hygiene exclusion applies as described above. Faulty-item rights remain unaffected.
For UK consumers, the sealed-goods hygiene exception is set out in Regulation 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and applies only where its conditions are met.
This does not affect your statutory rights.
Once Worn or Used
Wearing or using an item beyond reasonable inspection may reduce the refund available for an eligible change-of-mind return. Qualifying sealed hygiene goods unsealed after delivery may be excluded as explained above. Wearing or using an item does not remove your statutory rights if it is faulty, damaged, incorrectly supplied or not as described.
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