Shipping & Payment at The Love Factory
P&P
Postage & Packaging within the UK is FREE at The Love Factory!
All goods are sent recorded delivery using Royal Mail Postal Service and a signature will be required for all packages… we can arrange delivery to your home or work address.
Most orders are dispatched within 24 hours of receiving/clearing payment providing we have the goods in stock. Items made to order may take up to 14 days.
Delivery takes 3 - 4 working days but you may have to wait a bit longer during busy periods, i.e. Christmas.
Express delivery is available Monday to Thursday for an extra charge if you need it now!
International delivery can take up to 7 days; prices vary depending on the weight & destination… Just ask for details!
We will contact you by e-mail once the goods are on their way so you know when they are coming.
We try to recycle as much packaging material as possible and ask you to do the same!
Returns Information
We offer a 100% guarantee that if you are in any way dissatisfied with the goods you have ordered , we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.
Note: . Certain products are also excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.
Returns period
Our normal returns period is 28 days from when you receive the goods, and any returned items must be received by us within this time. However, to allow for unwanted or ill-fitting gifts, the following exceptions apply:
Christmas gifts ordered from October onwards may be returned up to the end of January.
Valentines gifts ordered from January onwards may be returned up to the 15th March.
(Please note that these dates are those by which any returns must be received back in our warehouse, so please allow up to 10 working days for your goods to reach us)
We will let you know as soon as we receive the goods, and will then endeavor to process your request for either a refund or replacement as quickly as possible. In some cases this may take up to 21 days, so we would be grateful if you could bear with us.
If you have requested a refund, or replacements of a lower value than the returned goods, a refund will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed.
If you have requested replacements of a higher value, any difference due will be refunded through Paypal or personal cheque.
UK customers : For UK customers, we are happy to refund return postage. Send your return via the Royal Mail recorded delivery. Please obtain a free Certificate of Posting (available free from the Post Office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this Certificate until you have received your refund or replacement.
International customers : Send your return via a prepaid, insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Please retain your shipping documentation, so that we can complete your request in the event of items being lost in transit.
- Please follow wash care instructions carefully.
- We highly recommend hand washing all of our lingerie in Ecover Delicate hand washing liquid or a similar product.
- Wash dark, light & coloured fabrics separately.
- Allow to drip dry over a bath or shower. This should substantially lengthen the life of your lingerie.
- Try not to wear light lingerie under dark clothes or denim as this can dull & dye delicate fabrics instantly.
- The Love Factory will NOT replace or refund machine washed product.
If you are not completely satisfied with your purchase we will gladly exchange or refund your money. This does not affect your statutory rights. Should you wish to return the item(s) for any reason, the following conditions apply:
- All goods must be returned in their original condition and packaging. Please take care when unpacking & repacking.
- Please ensure that briefs are tried on over your own lingerie – we will not accept returns on lingerie that has been worn or is returned in a soiled condition.
- We cannot accept returns on beauty products once packs have been opened or used.
- We cannot be held responsible for returned goods lost in transit. We recommend that you send by registered post & obtain proof of posting.
Please note that all shipments outside the UK may be subject to import duties and taxes, which are levied once a shipment reaches your country.
As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be borne by you
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