I ordered an item however I’ve changed my mind. Can I return it?
Yes you can return the item only if ordered from the Shop, but it must be in exactly the same pristine condition. We ask that you post it back to us at your own expense.
We are very sorry, we cannot accept returns if you have purchased from our Studio Bespoke, as the item will have been created especially to your unique measurements.
Can I change my order?
If you wish to change the items, quantities, or size made on an existing order, you may do so within 12 hours of placing the order, please contact us by email to ensure your changes are logged. However, if you realise too late that you’ve made a mistake, please Contact Us and we’ll see what we can do.
Can I change my shipping address after I’ve placed my order?
As long as we haven’t shipped your product, we will be able to update that for you. All you need to do is send us a quick line on lucy@lucyjones.net with your order reference number and your new address.
How do I cancel my order?
You’ll need to email us on lucy@lucyjones.net within 12h of placing an order and we’ll cancel for you.
Can I cancel only one item or two from my order?
We’re afraid you can only cancel your whole order.
How long does it take for a refund to come back into my account?
Typically, it takes between 5-10 working days. But sometimes, it might be even quicker!
Shipping and Delivery
How much does delivery cost?
UK flat fee £10.00
International flat fee £20.00
It should pop up in your cart right before you place the order.
Which shipping carriers do you use?
We work with Royal Mail.
What is the latest time for delivery?
You will be notified when your made to order item is ready to ship, and we will let you know your tracking number.
How do I track my order?
Because we make all our items to order, you will be kept up to date with progress as we go along. However if you need to get in touch, please make sure to quote your order number. When it is time for shipment, you will be sent the Royal Mail tracking number for your reference.
My order hasn’t arrived on time. What do I do?
We do not guarantee delivery times. As all our lingerie items are made to order - you must allow time for us to cut, make and hand finish your item. We promise to let you know as soon as the item is shipped, but will only be able to estimate the delivery date.
Please don’t forget that our delivery estimates are only estimates, it might take a little more time for your order to reach you. If your order hasn't arrived within a day or two after our estimated arrival date, you shouldget in touch. Sometimes we all get a little busy, including the delivery service, and things may run late.
Can I check the progress of my order?
Yes. All orders should show up in your account, and we’ll always let you know the progress of your item as it is being made, and when it is ready for shipment. .
Do you offer Click and Collect service?
Not at present.
Payment & Billing
What payment options do you offer?
We accept Visa, Mastercard, American Express as well as ApplePay.
Are there any charges for using a credit/debit card?
There are no extra fees or charges for our online payments.
Do you store credit/debit card information?
We do not.
Where can I get a copy of an invoice from a previous order?
We can happily send you a numbered PayPal invoice from the Lucy Jones Lingerie HQ.
