Returns or Exchanges
Returning Garments
At Caroline Randell we have worked hard to make sure buying luxury lingerie online is as simple as possible, displaying our products to show them in their best light. There is also a fitting guide available to help you select your perfect size and we’ve tried and tested all our garments in our boutique so that we can best advise you on how they fit too.
However we understand that from time to time your purchase may not be as you imagined and we want to make returns and exchanges as easy as possible.
Returns Policy
We want you to be completely satisfied with anything you buy online from Caroline Randell and if you are unhappy for any reason we'll offer an exchange or refund.
Items must be returned to us in their original condition with the labels intact and the garment unworn and unwashed, in its original packaging. Please ensure any briefs, thongs or swimwear are tried on over your own underwear.
We reserve the right to refuse returns on items where it is apparent this has not been done. We can also not accept returns on hosiery when the pack has been opened.
Sale Items Returns Policy
Garments purchased in a Sale may be exchanged only. Free returns are not applicable to sale items.
UK Customers
Returns must be received by Caroline Randell within 14 days of the date you received your order. 4 days must be allowed for postage so please ensure your item is posted within 10 days of receipt.
Items must be returned via a traceable method. We can take no responsibility for returned items until signed for by us.
Customers outside the UK
Returns must be received by Caroline Randell within 20 days of the date you received your order, allowing up to 10 days for postage. Please ensure your item is posted within 10 days of receipt.
Items must be returned via a traceable method. We can take no responsibility for returned items until signed for by us.
How to request a return
To request a return, please email us at sales@carolinerandell.co.uk stating your unique invoice number along with your reason for the return or exchange. This helps us keep track of your items when they reach us and so we can process your return or exchange as quickly as possible.
You will have received a returns form in your parcel. Please complete this form and place it in your parcel to be returned.
Our returns address is:
Caroline Randell Lingerie Boutique
6 Church Road,
Wimbledon Village,
London, SW19 5DL
We will allow one free of charge exchange per item, after this, or for international orders, we reserve the right to take a nominal payment to cover our postage and packing costs.
Once your return has been received it will be processed within 7 days.
All returned items will be credited to the account from which the original purchase was made. We are unable to refund any shipping charges incurred.
Faulty Items
All our garments are lovingly inspected before we wrap them in our packaging and send them to you. However if you believe your purchase to be faulty please contact us and we'll rectify the problem as quickly as possible.
Thank you for shopping with Caroline Randell