Customer Service

 

Our web office's customer service department is open Monday through Friday from 9am-5pm and is closed on bank holidays. 


Delivery Costs

Below are delivery estimates for in-stock items that are available for immediate dispatch. Backordered items will be delivered as they become available, at no extra cost to you. Your shipping charges will be reflected at checkout. These charges are per order and the quantity of your order will not affect the delivery charge.

UK Recorded Delivery 3-7 working days £3.95 - Free for orders over £150.00

Ireland 3-7 working days £6.50 - Free for orders over £200.00

Europe 3-7 working days £7.50 - Free for orders over £200.00

Rest of the world 10-14 days £12.50 - Free for orders over £200.00

Orders are posted nationally and internationally using the Royal Mail. Orders that are dispatched immediately are usually received by the customer within 3-7 working days in the UK & Europe, but please allow up to 14 days. USA, Canada, Australia and the Rest of the World takes approximately 10-14 days from time of dispatch to be received, please allow up to 28 days for delivery. 

If your order is placed over a weekend or bank holiday your item(s) may be shipped on the next available working day.

It is important to remember these dates and times are in effect for in stock items only, if an item is out of stock we will inform you by email and/or telephone and advise you of your options. You will always have the option to cancel your order if you would prefer not to wait for any stock to arrive.

VAT (Value Added Tax) at 20% is already included in the purchase price of all goods.

 


Items Out of Stock

In the event that any of the items in your order are out of stock we will contact you by email to inform you, and if available will include a new estimated dispatch date, you will have the right to cancel your order at this point. If you have ordered multiple items and the items out of stock will take more than 5 days to arrive at our shop we will dispatch all items that are in stock immediately and the rest will be dispatched upon delivery to our shop. There is only one shipping & handling charge per order and it is charged when you place your order.

If one or more of the items on your order have been discontinued and we cannot supply it we will try to contact you either by email or phone to inform you and ask how you would like to continue, if we cannot contact you we will dispatch the rest of your order and refund the amount of the discontinued item.


Privacy & Security

We take our responsibility to keep your information secure very seriously our website is regularly reviewed to keep up to date with the latest security standards available and all personal information is transmitted via an encrypted connection. Our 128-bit SSL Certificate is provided by GeoTrust a leading SSL certificate authority. We will never sell or pass on any of your information to any third party if you wish to stop receiving marketing emails from us simply click the unsubscribe link at the bottom of the email, this will not affect our sending emails related to current or future orders you place with us.If you have any other questions about how we handle your information please feel free to contact us here or by phone on 0115 9811812 we are open Monday to Friday 9am - 5:00pm.

Returns & Exchanges

If you are not completely satisfied with your purchase, you may return unworn merchandise with all tags attached within 14 days for an exchange or refund. If you wish to return your items, please use our Returns Request form. If you created an account when you placed your order you can access this from your account or if you placed your order as a guest click here. Please include the reason for your return in your request.

If you would like to exchange your items, once they have been returned to us in satisfactory condition we will ship your first exchange to you free of charge, however you will be required to pay shipping costs for any subsequent exchanges.

Please ensure that you obtain proof of postage from the post office as we cannot be held liable for any loss while the item is in transit, we also recommend that you obtain suitable postage insurance to cover the value of the item.

All goods must be returned to Jolie Lingerie in their original condition and packaging with labels intact, and untainted by tobacco smoke, cosmetics, perfumes, and other strong odours and marks.

In the interests of hygiene, please ensure your own briefs are worn underneath any ordered garments when trying on your lingerie. We reserve the right to refuse returns or exchanges of items where we believe this has not been done. 

Hosiery should be returned to us unopened and in the original packaging, and in line with hygiene standards we cannot accept opened packages unless the hosiery is deemed faulty.

Provided the returned merchandise is in compliance with our Terms & Conditions we will either dispatch your exchanged merchandise at no extra cost to yourself, or arrange a full refund as soon as possible; but in any event within 30 days of us receiving the returned goods in satisfactory condition, if the garments are not in compliance with our Terms & Conditions and therefore not in satisfactory condition we may not offer any refund or exchange and you may be liable for any delivery costs to return the item to you. Credits or charges due will be issued to the original credit card only.

If your original order was for over £150, and received free postage and the returned items bring the overall value of the order to below the threshold for free shipping, then the normal rate of postage will be deducted from the credit due on the returned items.

 

Ordering

To place an order simply add the items you want to order to your cart from the product page, once you have decided to complete your order click on the checkout link at the top of the page and fill in your details on the checkout page, if you wish to create an account with us you will only need to create a password in addition to the normal checkout procedure and you will be able to follow the progress of your order from your account page, if you have any problems during the checkout process please do not hesitate to contact our web office either by phone on 0115 9811812 Monday to Friday 9am-5pm or out of hours you can contact us through our online contact form here.

Pre-ordering Items

For pre-ordered items Jolie Lingerie reserves the right to invoice you for all or part of the order so as to reserve the item(s) for you specifically. This means that once the item(s) have arrived from the manufacturer they are already assigned to your order and can be dispatched before others that have been ordered or purchased during the regular sale period. Should you have any questions regarding pre-order sales, please feel free to call into the web department's customer service line during office hours at 0115 908 2240. 

Payment, Pricing & Promotions

We currently accept all major Credit and Debit cards including American Express or if you prefer we can take your order by phone on 0115 9811812 our web office is open Monday to Friday 9:00am - 5:00pm. All prices displayed on our site include VAT (Value Added Tax) at 20% prices are subject to change at any time. Any Promotional offers on our website are subject to their own terms and conditions and may be limited to a certain time period or uses per customer.


Viewing Orders

If you registered with us before you placed your order you can view the progress and details of your order by logging into your account, your orders are displayed on your account dashboard. If you placed your order as a guest you can view the progress of your order by entering your order number and email address on the Order Status page here. Your order number can be found in the order confirmation email we sent when you placed your order.



Updating Account Information

You can update your account information from your dashboard by clicking the My Account link or follow one of the links below.


Sales Contract

A contract of sale will only exist once your order has been dispatched from our premises. For the avoidance of doubt, any such contract shall be deemed to have been concluded in the United Kingdom. Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of England. And you, the customer, and Jolie Lingerie, irrevocably agree to submit to the exclusive jurisdiction of the English Courts.



Transactions Placed in Other Currencies

Our website allows you to to view the price of our products in British Pound Sterling, US Dollar, and Euro. To change the currency displayed click on the flag in the top left of the page that represents the currency you would like to view. These conversions are based on GBP and our exchange rates are updated every day, however all monetary transactions will be made in GBP only. The conversions shown on our website are only a guide and the actual exchange rate used by your bank may differ slightly. All transactions related to an order including the original order and any refunds will be calculated and transferred in GBP.



Spotted a problem with our site?

We always do our best to keep our website healthy and problem free but our team of highly trained web monkeys sometimes miss things, this is where you can help; if you have spotted something that they missed please contact us here and once we have reviewed the issue we will send you a little token of our appreciation!