Orders & Retuns

> Payment options
> Changing or cancelling your order
> Missing or incomplete orders
> Track my order
> Faulty Or damaged products
> Returning your order
> Refunds and replacements


Payment options

We want to make shopping as easy as possible for you, so we offer various ways for you to pay for your order.

Pay online with:

Visa, Visa Electron, Visa Debit, MasterCard, Maestro, Solo, Paypal, JCB or American Express.

Pay with cash, cheque or postal order

We make absolutely sure that all payments are privacy protected, but we can also accept cheques, postal orders and cash payments if you feel more comfortable using one of these methods.

Pay by bank transfer

We can accept payment by bank transfer please contact us for our account details. Either call us on 01482 496935 between 9:00am and 5.00pm GMT, Monday to Friday. Or outside of these hours please use our contact form that can be found here: contact our customer service team

Payment privacy

We like to be discreet. Our limited company name is NES and all receipts and bank statements will show with NES Mail Order.


Changing or cancelling your order

If you wish to cancel an order, please contact us immediately. We recommend doing so within the first 15 minutes of placing your order to ensure that we are able to action this request. Unfortunately, we are unable to make changes to existing orders. In cases where this is requested, we would need to cancel the order and raise a new one. Please be aware that once orders are sent to our warehouse, we are unable to recall them. But, rest assured, we’ll do everything we can to make sure the necessary measures are taken. In the event that your order has already been processed, you will need to await delivery and then follow our returns procedure.

To advise us of any cancellations please call our customer services team on 01482 496937 between 9:00am and 5.00pm GMT, Monday to Friday, or between10am and 3pm GMT on Saturday. Alternatively, you may choose to complete our contact form.


Track your order in 4 simple steps

1. Log into your account by clicking here

2. On the left hand side of the page, click My Orders

3. Find the order you want to track and click view order (If it has an order status of Complete, you should be able to track it).

4. Find where it says "Track Your Order". Click this and a new window will pop up giving you the order tracking information.

Please note: We update the tracking information at the end of every day, so you may not be able to track your order for up to 24 hours.

You’ll also receive an email confirming despatch – this has a simple one-click link that allows you to track your order. And you can use the same link whenever you’d like an update.


How to change or cancel your order

Amending your order

We’re sorry. In most circumstances it’s not possible to amend the order once placed. Your order is very quickly despatched from the warehouse to ensure we get it to you as quickly as we can. Not to worry though, just follow our Returns procedure. Ensure you get the product back to us in 14 days. If you’re quick, your order may not have left the warehouse yet. You can then change the delivery address or remove items from your order. Just contact our Customer Services team on 01482 496935 between 8:00am and 6:00pm Monday to Friday, or 10:00am and 3:00pm Saturday. Alternatively, you use our contact form.

Cancelling your order

If your order has already been despatched from the warehouse, just follow our returns procedure should you have unwanted products. You must return cancelled orders within 14 days from the initial order.

There are some products you cannot cancel, return or exchange. See the list of exclusions here and if you're an international customer the terms may be different.

Out of stock items

Why are out of stock products still displayed online?

You’ll still have access to product details for out of stock products. This is so you can see the product details and know you’ll be able to buy it online once more stock has been delivered.

Don’t miss out again though – simply click on the “Email me when it’s back in stock” button, create an account or log in and you’ll be amongst the first to know the minute more stock arrives.

Missing or incomplete orders

If your order hasn't arrived after 7 days, or arrives incomplete please use our contact form that can be found here: contact our customer service team or call us on 01482 496935 between 9:00am and 5.00pm GMT, Monday to Friday.


Faulty or damaged products

If your order arrives damaged or you believe a product is faulty, please follow our returns procedure or call us on 01482 496935 between 8:00am and 6.00pm GMT, Monday to Friday. Outside of these hours please use our contact form that can be found here: contact our customer service team


Returning an item

If you would like to return your purchase for a refund or replacement, please do the following:

1. Fill in a returns form online you’ll need your order number to hand. You’ll get an email authorising your return with instructions to print a packing slip and free pre-paid returns label. After you submit your form, we will give you our returns address. You can also find a returns label on your dispatch note that was included with your order

2. Package the items up securely in a bag or box. Don’t forget to include the RMA Packing Slip – it helps us find who sent it so we can process it quicker. Please don’t stick the returns label on the products package – if it damages the packaging when removed, it may make the item unsalable.
Please enclosed a note with your return information that contains your name, address, email address or contact number and order number.

3. Post your goods back to us. You should aim to get a proof of postage – it will help should your goods get lost on their way back to us. You’ll get an email from us once your return has been processed – we aim to make this take no more than 14 days. And for added reassurance you might want to consider a recorded delivery service for higher value items.
Please make sure you obtain a proof of postage.


Once products are safely back in our hands and we're happy they are in the expected condition, a refund will be issued using the same method of payment as the initial transaction within 7 working days.


Refunds and Replacements

We want you to be happy with your order. If you're not, just return your order and we"ll refund or replacement it. This includes sale or offer items.

Under the Distance Selling Regulations you are entitled to a refund within 14 working days starting the day after delivery.
You may also cancel or return your unwanted products within 14 days of receipt for a refund in accordance with the above regulation.

You can expect it to take up to 14 days once we receive your return to receive your refund. Although you know we will try our best to do it quicker. Please return the unused product to us within 14 days of receiving your order. Once returned, we’ll refund the person who originally placed and paid for the order. And don’t worry, this includes Sale and Offer items.

Change of mind

Sometimes you change our mind. That’s fine. You have 14 days to get it back to us. All we ask is unwanted goods are returned in a fully resalable condition. This means you won’t have broken any seals, removed any tags, opened/damaged the packaging or tried using the item.

Damaged or defective goods

Firstly, sorry! If your item was damaged in transit, just return it to us within 14 days. If defective, get it back to us along with the original warranty information that came with the product so we can process your return without delays.

To qualify for a refund or replacement

  1. Refunds can only be allowed when returned products are in the original packaging with any tags and security seals still in place.
  2. Items can only be replaced if they are in the same condition as received i.e. saleable condition - unless they are deemed damaged or faulty.
  3. Any paid postage cost is non-refundable unless products are deemed damaged or faulty.

Terms and conditions

  1. If you’re unhappy with your purchase, please let us know. Unless faulty, we’d like this to be within 14 days of purchase
  2. You’ll get a refund to the original debit, credit or charge card used to purchase
  3. It’s important any unwanted item, unless faulty, is returned in a resalable condition. You should keep all original packaging and labels, it is unopened, undamaged and unused
  4. Excluded products, unless faulty do not qualify for a refund for example lingerie, cosmetics, or insertable items.
  5. For online and telephone purchases you’ll be refunded the standard delivery charge, provided you return the full order. Return only some of the items and you’ll only be refunded the cost of the returned items
  6. This does not affect your statutory rights

Methods of payment and refunds

When you return an item, the way you originally paid for the order will determine how you’re refundeded.

International returns

If you’re returning an item from outside the UK, we are not able to refund the cost of your delivery UNLESS the item is faulty.

You can follow the same simple returns process to return your item.

Once we have received your return, you can expect your refund to be processed within 14 days. We will try our best to do it sooner if we can. Your refund should show on your account within 3 to 5 working days – please note that some banks make take longer than this.

Product condition and exceptions

If a product is returned and found to have been worn and not in the pristine condition it was despatched, then health and hygiene restricts us offering an replacement or refund and the product will be returned to you.

Please make sure that briefs, panties, thongs, swimwear, tights, etc. are tried on over your own underwear. Also when trying on bras, corsets, chemises etc. Please avoid make up or lotions coming into contact with the product.

Also for hygiene and safety reasons we cannot accept Creams, lubricants, aphrodisiacs, tablets, oils and condoms back if any seals are broken or shrink wrap has been removed.

Refunds

Once products are safely back in our hands and we're happy they are in the expected condition, a refund will be issued using the same method of payment as the initial transaction within 7 working days.

Replacements

Once products are safely back in our hands and we're happy they are in the expected condition, the replacement product(s) will be sent via Royal Mail Standard Delivery. This usually takes 3-5 working days to arrive, however if you want your products quicker please call us on 01482 496935 between 9:00am and 5.00pm GMT, Monday to Friday or use our contact form that can be found here: contact our customer service team to arrange next day delivery.