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Customer Service

Shipping & Delivery

Products are dispatched via first class Royal Mail and can be expected within 7 days of your placing your order (please allow longer for international orders).

Returns & Replacements

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (including Sale items), we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.

*Gift box charges will not be refunded in the case of a return. Replacement items requested will not be gift boxed, so you may wish retain any gift box received with the original order.
*Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be charged to your card.
*Orders Placed by Telephone are not refundable, however a credit note may be offered.

Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.

Please also note that returns on hosiery cannot be accepted if the pack has been opened. 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. We will not refund gift boxes.

Gift cards are non-returnable and cannot be exchanged for cash.

Returns Period

UK returns must be received by Lucileandco.com within 14 days of receiving your order. Four days should be allowed for postage, so please ensure your item is posted within 10 days of receipt.

If original delivery was made to an address outside the UK this is extended to 20 days. 10 days should be allowed for postage, so please ensure your item is posted within 10 days of receipt.
If you wish to return goods to us, you may do so without giving us prior notice. In this case please complete the form accompanying your order and enclose it with the returned goods.

UK customers:

International customers: Return postage is payable by you. Send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Please retain your shipping documentation so that you can make a claim with your carrier in the event of items being lost in transit.

We will let you know as soon as we receive the goods, and will then Endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

If no return instructions are enclosed with your return, we will automatically issue a credit note for the return.

Refunds

If you have requested a refund, replacements of a lower value than the returned goods, or no return instructions are specified, any refund due 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. Please note that we are able to offer credit notes which is often preferable.

Replacements

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order. Please note that, on orders paid for with only a gift card, we are unable to process replacements of a higher value than is available on the gift card. In these circumstances, you should request a refund for the returned goods. Once this refund has been processed to your gift card you will then be able to use the balance to place a new order, giving your additional payment details for any extra balance on the order form.

Return of Faulty Goods

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

Please quote your order number on the top left hand side of the package, to assist us in identification on return.

"I've received some Lucileandco.com items as a gift from someone else. Can I return them?"
Of course you can return them and an exchange may take place.

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