Delivery & Returns Policy
Delivery Charges
We currently offer delivery options to the UK, Europe and the rest of the world. All carriage is automatically calculated and charged at a rate depending on where you are located and you see all totals before committing to buy.
UK Standard Delivery
Our delivery service is Royal Mail.
Standard Delivery anywhere in the UK costs £3.95.
We aim to despatch your order within 2 working days, and we send a confirmation email to you when your order has been sent out to you.
Delivery takes 2-3 working days from date of despatch.
No signature is required for smaller parcels, but we receive delivery confirmation from Royal Mail for all deliveries. Larger parcels may need to be signed for.
Delivery times may vary, subject to Royal Mail procedures. During Public and Bank holiday periods please allow an extra day for Standard Delivery.
We do not deliver to P.O. boxes.
UK Express Delivery
Express Delivery anywhere in the UK costs £7.50.
With this option you will receive your purchase 1-2 working days after dispatch. For orders placed before 1pm Monday to Friday, we will dispatch on the same working day. Orders placed between 1pm on Friday and 1pm Monday will be dispatched that Monday.
Please note working days are Monday to Friday and exclude Saturday, Sunday, Public and Bank holidays.
A signature may be required upon receipt of your delivery.
We do not deliver to P.O. boxes.
Europe and Rest of World Delivery Charges
Europe Standard £6
Rest of World Standard £10
We do not offer an express delivery service to Europe and the Rest of the World. We try to despatch these orders within 24 hours of receipt of order, but once the despatched orders leave UK shores, delivery times are subject to the local postal service.
How quickly do we dispatch orders?
We endeavour to dispatch all orders on the date of receipt provided the order is received before 1pm Monday to Friday. Even for orders received after this time, we do our best to despatch the same day, but this cannot be guaranteed.
If you place your order after this time or at the weekend/bank/public holiday it will be dispatched the next business day.
What if we are out of stock on an item you have ordered?
Normally the items listed on our website are in stock. In the event that an ordered item is out of stock we will notify you of this by email and give you an estimated delivery time for the item. If the new delivery date does not meet your expectations then you are free to change or cancel your order.
Tracking your order
You will receive an email confirming your order has been received and another email when your order has been dispatched. You can also sign into your personal account "My Account" to view the status of your order. We do not offer online tracking on UK Standard Delivery, but you will receive an online tracking reference to track UK Express Deliveries.
Returns Policy
We hope that you will be completely satisfied with your purchase. However, we will gladly accept returns for any product purchased at www.ophelialingerie.co.uk within 14 days of receipt of your order. Please note items must be returned within this time-frame and be in a saleable condition. Please return items to us in their original condition, unused, in the original packaging, with all garment labels intact.
Once we have received the returned item(s) we will consider the condition of the goods being returned before authorising refunds or exchanges.
Once your return has been received by us, we will process this as quickly as possible, but please allow up to 10 working days from receipt for this to be done.
Postal Returns
You will need to pay return postage. Please obtain proof of postage at the Post Office and keep this until you have had confirmation that you have received your refund or exchange. We will not be held responsible for lost or damaged item(s) through the post.
The address your package needs to be returned to is:
Ophelia Lingerie Returns, McGeough’s Depot, 68 Edenappa Road, Jonesborough, Newry BT35 8HU
Please ensure that the dispatch note is included in your returns package.
Refunds
Any refund due will be credited back to the debit/credit card or Paypal account used to pay for the original order. We will reimburse the original price paid for a product. We regret that we are unable to refund original postal charges for the returned item.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 10 calendar days. Items should be returned in their original packaging complete with all documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method. Ophelialingerie.co.uk will pay for your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 10 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our returns department we will return the item to you, in this instance you will be liable for the return carriage. If an item develops a fault, we will test for faults, or if necessary, we return to the manufacturers for testing, and we abide by their decision.
If you have any further queries relating to returns, please contact: returns@ophelialingerie.co.uk.
