Extended Online Christmas Returns

We've extended our online returns policy for over the festive season. For any gifts that are not suitable, you have until January 10th to return these back to us for an exchange or refund.

Please note that for items purchased in our boutique we have also extended our usual terms to 10th January for an exchange or credit note.

Wishing you all a wonderful Christmas 🎄

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At Caroline Randell we have worked hard to make sure buying luxury lingerie online is as simple as possible, and by displaying our products in as much detail as possible. There is also a fitting guide and size chart 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 change your mind 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.

If you made your purchase directly in the boutique shop, we will happily offer an exchange or credit note within 14 days of your purchase.

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.

We reserve the right to refuse items where it is apparent this has not been done. We can also not accept returns on hosiery when the pack has been opened.
Please return to us in the original packaging. If this is not possible, people ensure the garments are suitably protected. 

UK Customer 

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 info@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.
Please pop a note inside the parcel with you name, invoice number and whether you would like an exchange or refund. 

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.

Please note that you will need to cover the shipping cost of returned items. We will also refund standard delivery charges. If you opted for express delivery or luxury gift wrapping, a nominal amount will be deducted from the refund for the postage cost to cover these extras.

All returned items will be credited to the account from which the original purchase was made. 

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 and enjoy wearing your beautiful new garments.