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Returns and Refunds

The Knicker Locker Guarantee

It's important to us that you are happy with your purchase! If you've taken advice from one of our customer service representatives, used The Bra Size Calculator or just ordered your usual size, it's essential that you feel your purchase is comfortable and supportive.

We offer a 30-Day Money Back Guarantee. On receiving your products, please try them on over your own underwear to make sure they fit correctly. Accessories and Hosiery must not be tried on until you are happy with the product and the size as we cannot accept returns once the packaging is opened.

If for any reason you are unhappy with your purchase you can arrange a return through your account page on the website or contact our customer service team on customerservices@knickerlocker.com or 01305 858847.

Unfortunately, we do not provide free returns on any of our items.


Please follow these steps to make sure your parcel gets to us safely. 

1. Log into your account page and click on your Order History.

2. Select the items you would like to return to us.

3. Your will receive a RAN number, please write this on your returns label.

4. Please note, if you would like an exchange for a different size or product, please add details of this into your package.

5. Send your package back to us. (Please keep hold of your proof of postage)

6. Once we have received the package, it will be checked.

7. You will receive an email confirming if the return has been accepted. 

8. If you want an exchange we will endeavour to get your package sent out the same working day.

9. If you would like a refund, once your return has been accepted, we will process the refund accordingly.  

 

Please send all returns to:

Knicker Locker, 38 Holmead Walk, Poundbury, Dorchester, Dorset, DT1 3GE

PLEASE NOTE: We are happy to refund or exchange items, but these must be returned to us unworn, as new with all the labels/tags and packaging intact, within 30 days of dispatch. Your refund will only be processed once the goods have been accepted at our warehouse and we are satisfied these are in the condition that they left us in. At the absolute discretion of the management team we reserve there might not to process refunds on items we feel abuse our money back guarantee.

Refunds can only be processed once the order in question has been returned, received and checked by our warehouse, we usually estimate this to take 14 days, but in busier periods this can take a little longer. 

We cannot say this enough, if your item has been worn we CANNOT process a refund. 

If once you have worn your item and your feel it's to uncomfortable, or you are unhappy with it for any reason then we recommend you stop wearing it and contact us so that we can advise you further on fitting or suggest an alternative style. 

If the item is faulty we will be able to offer an exchange, repair or refund, but this is dependant on the manufacturers warranty and other situational circumstances. This will be dependant on the age of the item, the number of times it has been washed and the way i which it has been cared for. Please read our Care Guide pages to ensure your items are correctly cared for. 

 

Christmas Returns

Christmas purchases can be returned up until 14th January 2018. Please mark on your parcel "Christmas Return".

 

Returns on Sale items

We offer a 14 day return policy on our sale items. This excludes Accessories and Hosiery, as once the packaging is opened we cannot accept returns for these. Please follow the same instructions as above to make sure your return gets back to us safely. We do not provide free returns on any of our items. 

 

Amazon Returns

If you have purchased our products through Amazon Marketplace and wish to return them, please process the return through your Amazon account portal. 

 

Exchanges

We do not offer exchanges on our products. If you would like a particular item(s) or size, please return the unwanted item(s) for a refund and re-order the new products or size. This will enable us to get the products to you quicker and efficiently. Unless asked, all returned items will be refunded.  

 

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