I’VE MADE A MISTAKE IN MY ORDER. CAN YOU CHANGE IT?

It may be possible to cancel an item(s) or change it to a different size depending on the status of your order. Please note, we are unable to accept any cancellation or modification once an order has been dispatched. We pack and ship orders daily so cannot guarantee your requests can be made.

If you need to make any amendments to your purchase please contact us as soon as possible.

CAN I CANCEL MY ORDER?

We can’t make any guarantees, but if you contact us asap, we will try and cancel your order before it’s been shipped.

Unfortunately, once your order has been processed by our warehouse, you will not be able to cancel it. Please make sure that you’re 100% happy with your order before completing your purchase.

We sincerely apologise if the item received is not the item that was chosen within your online cart.

On the rare occasion that this may happen, we ask you to please contact us as soon as possible with the following information:

Order Number (starts with a # in your confirmation email).
Details of incorrect item received.
Name of the item not received.

Photo of the all item(s) received.

Please contact us here regarding any problems.

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

All orders are processed within 2-3 working days.

Our usual delivery times after despatch:
Standard delivery: 7-14 working days
Express delivery: 3-7 working days

Unfortunately, we currently do not deliver to military addresses.

We can only change your delivery address if your order has not yet been shipped.

In case you notice a mistake in your delivery address, please contact us immediately at info@lushyintimates.com

In rare cases your tracking number may show your package as ‘Delivered’ when it is still ‘In transit’ or delivered to an alternate location. We recommend looking out for an “Attempted Delivery’ notification or card left by the courier at your address.

In the circumstance that your order shows as delivered but hasn’t been received, we would recommend taking three steps before reaching out to us:

Checking your secure/safe locations around your address, such as porches, sheds, behind the gate/bin or anywhere that a delivery driver may have found access to.

Checking with your nearest neighbour(s) who may have kindly accepted the parcel on your behalf.

Checking at your local post office/pick up point by taking your ID and tracking number with you.

If all of the above has been carried out and you have still not been able to retrieve your parcel, please get in touch with us here so we can find a solution as soon as possible for you.

30-Day Returns

Please email info@lushyintimates.com in case you have any issues. We are a friendly, women-owned staff and we are happy to assist you.

We will provide you with the details for the return. 

Please note that Lushy Intimates does not cover the cost of return shipping.

WHAT ITEMS CAN I RETURN?

We get it - sometimes it's just not a good fit and you want to return or exchange. As long as the item(s) are still in their original condition, you can return them. Please see the below for any exceptions to this rule: 

• Items marked as 'Final Sale' are not eligible for returns, exchanges, refunds, or store credit. These items will be marked 'Final Sale' on the product page and will be clearly visible at checkout. This does not affect your statutory rights.

To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed, and in the same condition you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.

WHEN WILL I GET MY REFUND?

This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.

GOOD TO KNOW...

• We only offer refunds on the original payment method used to make the order.
• For purchases where a gift card is used to cover the full or part of the order total, the refund will be applied to the gift card first.
• Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.

See the full Returns & Exchange Policy here