Our returns policy
Return any Totally Underwear branded item, for any reason, for up to 30 days after you've purchased it.
Totally Underwear are totally confident that you'll love your purchase, however, there will be some times when you may feel that this is not the case. It doesn't matter if you don't like the size, shape or the colour of your item, or perhaps it was bought as a present and it's not to your taste.
If you don't like your purchase for any reason, you can return it to us, up to 30 days after purchase.
You can try on your new lingerie to see if it fits and feels sexy (but please keep your own undies on!). And if you don't like it? Just return it to us, and we'll be more than happy to either refund or replace it, either for the same item (in the event of damage), a different size or colour, or a different item completely (of equivalent value).
At Totally Underwear, we want you to be happy with you're purchase, because if you're not happy, we're not happy. It really is that simple!
IMPORTANT: Return policy on Non Totally Underwear items
If your item is not a Totally Underwear item, but is a special order item, your return period will be limited to 7 day from purchase. Unfortunately, these return timescales are dictated to us by the manufacturers. Totally Underwear accept no responsibility for item quality of items which are shipped direct from a supplier to your door.
Our returns policy and your rights
The European Consumer Protection (Distance Selling) Regulations 2000 say that you have the right to cancel an order without giving a reason within 7 days.
However at Totally Underwear, we go even further. You can cancel your order within 30 days for a full item refund. Please note, we only refund the value of the items themselves, and do not offer refunds on postage fees where applicable.
Terms & Conditions of Return.
1) Complete a returns form. The return address is on the returns form.
2) Package up your return securely, and include as much of the original packaging as possible.
3) Post the item to us. We strongly advise you return the item to us via Recorded Delivery, as Totally Underwear are not responsible for the loss of any items returned to us.
Then it’s over to us. Your return will be processed and your refund or replacement will be arranged, always within 30 days, but normally within seven days of us receiving your returned product.
Please note, the returns costs are at all times the customers responsibility, except in the event of an item being damaged, or an incorrect item being sent. In these circumstances, all return fees will be returned to you.
Please note, we only refund the value of the items themselves, and do not offer refunds on postage fees where applicable.
If your order qualified for free delivery, and your order is part returned for a refund where the value of the order then does not meet the free delivery threshold, the delivery charge of £3.99 will be deducted from the value of the refund.
Returns made without following the guidelines above.
Any returns made within 30 days of order, but not returned with original packaging, returns form or request made for return will be refunded minus a 20% restocking fee. No exceptions will be made.