Last updated: 3 December 2025
This policy explains your rights and our process for returns, refunds and exchanges. It is written to comply with UK and EU distance-selling rules and follows common practices used by leading UK/EU lingerie retailers.
Key overview (quick)
Statutory right to cancel/change of mind: 14 calendar days from receipt for most distance purchases.
Return window for change of mind: 14 days from receipt (see details and exceptions below).
Faulty items: If an item is faulty you have statutory remedies (repair, replacement or refund) — we will support you and provide a prepaid returns label for faulty or incorrect items.
No restocking fee.
Return postage: For change-of-mind returns, the customer covers return postage. For faulty/incorrect items, we provide a prepaid return label.
Hygiene & intimate items (strict rules)
To protect hygiene and public health (industry standard followed by major retailers), we apply the following rules for intimate items (underwear, lingerie bottoms, bodysuits, hosiery, swimwear with seals):
Sealed intimate items may only be returned if the hygiene seal is intact and the item is unworn. If the hygiene seal or protective packaging is broken, the item will not be accepted for change-of-mind returns. This is standard practice among leading retailers.
If you suspect an intimate item is defective (manufacturing fault), you should contact us immediately with photos — defects are handled under our faulty-goods process and are not restricted by hygiene seals.
How to request a return (change of mind)
Email sales@nudennoir.co.uk within 14 days of receiving the order to request a return and receive instructions. Include your order number, items to return and reason.
Pack items unused, in original packaging, with tags and hygiene seals intact.
Ship the parcel using a tracked service and keep your tracking receipt. Return postage is your responsibility unless otherwise agreed.
Note: Under UK guidance retailers may withhold refunds until goods are returned or until the consumer provides evidence of return postage. We will process refunds promptly once we receive and inspect the returned goods.
Faulty, incorrect or damaged items
If an item is faulty, damaged in transit or not what you ordered:
Contact sales@nudennoir.co.uk within 14 days (or sooner if possible) and include clear photos and the order number.
We’ll provide a prepaid return label and instructions for returning the item.
After inspection, we will offer a repair, replacement, or a full refund depending on the circumstances. Your statutory rights are unaffected.
Refunds — timing & method
Refunds are issued to the original payment method within 5–7 business days after we receive and inspect the return. Time to appear in your account depends on your bank or card provider.
If we authorize a refund before receiving the goods (rare), we may request proof of postage.
Exchanges
Exchanges for size or colour are treated as a return + new order. If you need a different size, contact us promptly; we’ll advise on stock and process. Where stock allows we may offer an exchange without additional postage cost at our discretion.
Exceptional / goodwill policies
We monitor competitor practice (many major brands provide 30–45 day goodwill windows or free returns) and may run promotions offering extended or prepaid returns. Any promotional return terms will be clearly stated at the time of purchase. Examples: Hunkemöller and several fashion retailers offer extended or free returns in practice
