Orders & Retuns

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

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.
To care for our own security, we do have to make sure cheques and postal orders clear in our account before any goods are dispatched.

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 email 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

During office hours we dispatch same day, so if you want to change or cancel your order please call us straight away on 01482 496935 between 9:00am and 5.00pm GMT, Monday to Friday. We"ll endeavour to change or cancel your order before it's been dispatched, however if your order has already been despatched or delivered, then you"ll need to follow our returns procedure.

Outside of 9:00am and 5.00pm or on weekends please email our customer service team. We always scan through our emails first thing each day so we"ll be able to action any changes straight away. On emails please include your name, address, contact number and any order number you may have so we can action your request promptly.

Missing or incomplete orders

If your order hasn't arrived after 7 days, or arrives incomplete please email 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 9:00am and 5.00pm GMT, Monday to Friday. Outside of these hours please email our customer service team

Returning your order

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

1. Call us on 01482 496935 between 9:00am and 5.00pm GMT, Monday to Friday. Outside of these hours please email our customer service team
2. We"ll supply you with our returns address and log your return into our system.
3. Enclose a note with your return that contains your name, address, contact number and order number.
4. Post back your product(s) and obtain a proof of postage.

Refunds and exchanges

We want you to be happy with your order. If you're not, just return your order and we"ll refund or exchange it.

Under the Distance Selling Regulations you are entitled to a refund within 7 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.

To qualify for a refund or exchange

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 exchanged 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.

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 exchange 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.

Exchanges

Once products are safely back in our hands and we're happy they are in the expected condition, the exchanged 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 email our customer service team to arrange next day delivery.