Returns and Exchanges

 

Extended Seasonal Returns

We are happy to offer an extended seasonal returns period. Any full priced items purchased after the 30th November can be returned until 7th January.

Return Policy

We hope you are delighted with your purchase; however we will accept returns of items purchased at full price within 28 days of the receipt of your order, should you wish for an exchange or refund.

Please ensure the item(s) are in their original condition and packaging, with all tags attached. Ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been damaged or worn. We cannot accept returns on opened packs of hosiery.

Returns must be logged via our return portal.

Please note:

• We do not accept returns on discounted items (sale & outlet) for refund, exchange or credit

• All returns must be registered within 28 days of receiving your order

• All return items must be pre-registered for return via our returns portal

• Please return your parcel as soon as you receive your return paperwork

• Please include the return paperwork provided in your return to help us process your return

• Returns from multiple orders cannot be combined

• Any returns received in unsaleable condition will not be refunded and returned to the customer at the rate of our standard shipping charge

• Any unauthorised order returned to the warehouse will be returned to the customer at the rate of our standard shipping charge

• If you have received a damaged, faulty or incorrect item please contact our Customer Service team before returning

• Online purchases cannot be returned to a boutique

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Refunds
 

Refunds are processed within 14 working days of receipt to allow for inspection onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.

Refunds of split and part-paid orders are processed to your original payment methods in the sequence that the original order payment was made. If your order is part-paid with a gift card or voucher, this balance will be refunded before any cash refund as this payment was taken first.

Exchanges
 

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 28 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website or alternatively, please get in touch with our Customer Service team.

Non-returnable
 

Please be advised that, unless faulty, we cannot accept returns for hosiery, lipsticks, lip balms, skincare, perfume or earrings due to hygiene reasons.

Gift vouchers
 

Please note that gift vouchers are not cash refundable. Items purchased via gift voucher can be size exchanged, or you can be re-credited with the value.

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Returns

 

For your convenience, we offer an easy tracked return service for the below countries:

Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, USA.

Alternatively, if you wish to organize your own return postage, please register your return through our return portal. You will then be able to print our return address label and the return paperwork to be included within your parcel.

Please be advised that if you have organized your own return postage, Gwenaëlle Harriet is not responsible for your return until it is confirmed as delivered at our warehouse via a tracked and signed for service.

Return transit times vary from country to country so you will receive a unique return label and will be fully updated on the progress of your return.

Please include the return paperwork as well as any received with your order, so that we can process your return as quickly as possible.

To avoid delays at customs please refer to the guidance of your chosen carrier when creating paperwork for the shipment of your purchase return.

Gwenaëlle Harriet is not liable to pay duty or tax incurred due to incorrectly filled paperwork and your return may be rejected by customs and returned to you.

Faulty Returns
 

If you have received a faulty item in your order, we apologize for any inconvenience caused. Please contact our Customer Service team who will be happy to assist you with the return of your order.

Get in touch via email at customerservice@gwenaelleharriet.com.