Once you place your order you will receive an order confirmation, and once shipped a second email, along with the tracking details for you to follow. The majority of our parcels are sent via Royal Mail tracked, Royal Mail Special Delivery or a courier service for orders outside of the UK.
If you placed an order and that item is unavailable, we will contact you as soon as possible. We can either order the item directly from the supplier, or you may wish to have a refund.
All of our items are sent from our boutique and we aim to despatch packages as swiftly as possible. Any orders placed on Saturday or Sunday will be dispatched on the following Monday. Express Next Day delivery orders placed after 3pm will be processed on the next working day.
If you have any special delivery requirements, please contact us and we will try our best to meet these. Please call +44 208 9466 171
DELIVERY & RETURNS
We have a range of delivery options to suit our customers, from standard delivery (which is free when you spend over £125) to Next Day Delivery and Saturday Delivery. We also have standard delivery and express delivery options for Europe and Worldwide customers.
If you have any special delivery requirement, please do get in touch as we will always try our best to meet these.
To see our full shipping details and costs please click here
Once we have sent your order, we will email you with the tracking information where you will be able to follow your order.
Yes we do. We can send your item using Royal Mail International or you can choose an Express Delivery service that we send via a courier. Both of these methods are tracked.
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.
You can exchange an item at Caroline Randell. 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.
To request a return, please email us at firstname.lastname@example.org stating your unique invoice number along with your reason for the return or exchange. Please also pop a note inside the parcel with your name, invoice number and whether you would like an exchange or refund. 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.
We recommend returning the order in the original packaging where possible. Please return all purchases to us within 14 days of receiving them (20 days for Worldwide orders). We recommend sending them back to us via a traceable method, as we cannot take responsibility for returned items until signed for by us.
Please note, items must be returned to us in their original condition with the labels intact and the garment unworn and unwashed. Please ensure any briefs, thongs or swimwear are tried on over your own underwear
Our returns address is:
Caroline Randell Lingerie Boutique 6 Church Road, Wimbledon Village, London, SW19 5DL
When you make a purchase at out boutique, you can return your item to us within 14 days for an exchange or a credit note. Items must be unworn and have all the original tags attached.
Your order will be sent in our signature black bags, lovingly wrapped by our team at the boutique. There will be no reference of our business name on the outer packaging, keeping your purchase discreet. You can choose to have your order luxury gift wrapped too.
Absolutely, we love wrapping our luxury collections in our exclusive gift box. At the checkout page, you can select to have you order gift wrapped and you can also add a gift note too. We will lovingly wrap your purchase in our exclusively designed tissue paper in a beautiful branded embossed gift box, and topped off with a silky ribbon bow. Whether a treat for yourself or a gift for a loved one, we hope you will enjoy unwrapping your beautiful items.
BUYING A GIFT
You can follow our online guides, inspirational pages, or get in touch, where we can advise you on our collections. As we sell our collections in our boutique, we understand what will make a perfect gift and we’d love to help.
Gift Vouchers are available from our boutique for any amount you wish. Gift Vouchers make a wonderful gift for your loved one as they can have the pleasure of choosing exactly what they want. We have no set voucher amount, so you can choose exactly how much you would like your voucher to be for. We will wrap your special purchase in a card with our signature satin ribbon.
Please call us on +4420 8946 6171 or e-mail us on email@example.com and we can arrange this over the phone and ship the voucher to your loved one. Alternatively, pop by our boutiques to arrange this in store.
Unfortunately customers are unable to buy or redeem Gift Vouchers online - to arrange online purchases, please contact us directly.
Nothing quite beats having a one-to-one fitting appointment with an expert and we’d love to welcome you into the boutique. When purchasing online we recommend you read our fitting guide to help you find the correct bra size. We are also only a phone call away and can talk you through how a bra should fit and therefore recommend your size. You are definitely in the right place when buying quality and well fitting lingerie – our collections are chosen for their quality to properly fit and only the best is sold at Caroline Randell.
We have years of experience in fitting lingerie. A good starting point is wearing quality lingerie as it will offer more support and last longer. We recommend reading our fitting guide to discover more about the way your bra should fit and feel.
PRODUCT & CARE
Our exquisite collections deserve to be well looked after and if you do so, they will last you so much longer. We recommend washing your items by hand at 30 degrees. Please refer to the product information for more details on each item.
Our collections are lovingly curated from around the world. They have been chosen for their unique design and superior quality and fit. Each brand must meet our exacting standards before being sold at Caroline Randell - we are very particular about the fit and fabric of our products! We also have our own nightwear brand which is made in Florence, Italy.
I don’t want to bore you with the ins and outs of technical details, but the brands that we stock are far superior from what you would expect to find on the high street. For example, the bras that we stock are made using over 50 components, compared with a high street bra that only has around 15 components. The quality of the fabrics will also ensure that your product will fit better in the first place and last longer. The swimwear that we stock uses Extra Life Lycra, which lasts 10 times longer than standard swimwear fabric.
When you are browsing through our stunning collection and wish to add something to your wishlist, simply click on the product, select the size and colour, and then click on the little gold heart that will then add the item to your wishlist. To go to your wishlist, simply click on the little heart at the top right hand side of the website.
Yes, you can have your wishlist emailed to a loved one. You can also send it to yourself as a reminder and you can share it on social media too!
VISITING THE BOUTIQUE
We are open 6 days a week. Mon – Sat 10am – 6pm
You don’t need to make an appointment as you can come by at your convenience. However, it does work very well to arrange an appointment with us as we will ensure that there is a fitting room reserved for you and that one of our expert lingerie fitters are available for a one-to-one appointment.
We are based in the heart of Wimbledon Village, at 6 Church Road SW19 5DL. We are just a few shops away from the Ivy Restaurant and down the road from the All England Lawn Tennis Club. For a map and full address please click here
We provide a full fitting room service where our fully qualified and expert fitters are available for a one-to-one appointment with you. We’ve won multiple awards for our service. We advise on the best shapes and styles of lingerie to suit you. We also provide a full styling session for our swimwear, where we help you in finding the perfect swimwear and complete holiday wear and accessories.
Each member of our team is an expert lingerie and swimwear fitter, and has at least 3 years experience in the industry. Caroline, the owner has personally trained every team member to her high and exacting standards. It takes a long time to fully learn the skill of fitting lingerie, as we stock so many different styles and sizes. We also fit by eye, with no tape measure in sight!