Returns Policy

If you're not completely happy with an item, we'll exchange it or give you a product refund, provided that it's returned to us in its original condition & packaging, unworn, unwashed, and with all labels intact.

Please make sure that briefs/thongs/swimwear etc. are tried on over your own underwear. In the interests of hygiene, we may refuse returns where it's obvious this hasn't been done.

UK returns need to be received back by us within 14 days of receiving your order

Four days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. Make sure you get proof of postage from the post office, so that we can still complete your return if it gets lost on its way back to us. You should keep this proof until you've received your refund or replacement.

For orders shipped to addresses outside the UK we need to receive your return within 20 days

10 days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. You'll need to pay return postage for all orders sent outside the UK. Please mark your package clearly as 'RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost.

Christmas/Holiday returns

To allow for unwanted or ill-fitting gifts, our returns period for Christmas/Holiday gifts ordered after 20th October is extended to 11th January (items must reach us by this date, so please allow sufficient time for return postage). For non-gift items, the standard returns periods above still apply.

Items that can be returned

Most items bought from www.frenchknickers.com can be returned, with the exception of anything listed below.

Items that can't be returned

Tailor Made items are obviously made bespke to a client’s exact requirements, and cannot therefore be returned and refunded.

Gift cards are non-returnable and can't be exchanged for cash.

Returns on hosiery can't be accepted if the pack has been opened (if the pack is unopened & undamaged then it's fine to return)

Certain products are excluded from our returns policy for hygiene reasons - if this applies it'll be clearly stated on the product page before you purchase

Shipping charges won't be refunded if goods are returned (but if you've asked for replacement items you won't be charged again for shipping these)

Gift Returns

You can return items as normal - please refer to the return guidelines above.

You might want to note that the purchaser will automatically be notified by email of any returns, refunds or replacements. Aplogies in advance, but we can't prevent this as it's an automated part of our returns system.

If you want replacement items of a higher value than the return, we'll need to have the cardholder's permission before making any additional charge to their card. Alternatively, you can pay any difference owing with your own card. If you'd like to do this, please include clear payment instructions with the returned items, together with your own contact details in case we have a query.

Refunds can only be issued to the card which was used to pay for the goods. Apologies, but we can't offer credit notes.

This policy doesn't affect your statutory rights.

Returning goods on which duty has been paid

If you've paid import duty for goods received, and subsequently return the goods to us, it should be possible for you to claim a refund of duties from your local Customs authority. To do this, you'll need to show them proof of duty paid and proof of export (e.g. certificate of posting) when claiming your refund.

If you have any queries on duties payable/refundable, please contact your local Customs authority.

Please use the returns label enclosed with your goods. If you don't have it any more, you can send your return to one of these addresses:

Returns Address:

FrenchKnickers.com

12 Cheshire Avenue
Cheshire Business Park
Lostock Gralam
Cheshire
CW9 7UA

Please ensure that you get proof of postage from the post office, so that we can still complete your return if it gets lost on its way back to us. You should keep this proof until you've received your refund or replacement.

Cancellation Policy

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery.

To cancel this contract, you need to do so in writing. Please email us, stating the order number and giving your clear instruction to cancel the order.

If we've already shipped your order, you'll need to package the items and send them back to us.

If we don't receive the item back from you, we may arrange for collection of the item from your residence at your cost. We will refund the relevant part of the purchase price for that order as soon as possible, and in any case within 30 days after we receive your notification.