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Frequently Asked Questions
Shipping
Domestic Shipping
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All our products are shipped through Royal Mail 24 hour and 48 hour services.
International Shipping
We currently do not offer delivery outside of the United Kingdom.
Lead Times
Our products are made to order to reduce the waste impact from the fashion industry! Due to this our lead times can vary depending on stock placement. Our orders can take up to 4-6 weeks for construction, plus delivery estimates. We will keep you up to date on every step of the process. Due to this, refunds will only be issued once you are in receipt of your order. For any further information please contact us at info@robertson-intimates.co.uk
Refunds
Refunds are processed within 14 working days of receipt at our warehouse to allow for inspection onto the original method of payment (credit card or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.
Refunds of split and part-paid orders are processed to your original payment methods in the sequence that the original order payment was made.
Exchanges:
We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 4-6 weeks due to our construction process, if your chosen replacement size is not already in stock. notified by email. For alternative items, please place a new order on our website.
Non-returnable:
Please be advised that, unless faulty, we do not accept returns for self-care beauty items due to our hygiene requirements
Returns Policy
We hope you are thrilled with your purchase; however we will accept returns within 28 days of the confirmed delivery of your order, in the event that you would wish for an exchange or refund.
Please ensure item(s) are in their original condition and packaging. Briefs must be tried on over your own lingerie - we do not accept returns on lingerie that has been damaged or worn.
Please email customersupport@robertson-intimates.co.uk to initiate your return.
Please note:
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All returns must be registered within 28 days of receiving your order
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Please return your parcel as soon as you receive your return paperwork
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Please include the return paperwork provided in your return to help us process your return
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Returns from multiple orders cannot be combined
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Any returns received in unsaleable condition will not be refunded and will be returned to the customer at the rate of our standard shipping charge.
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Any unauthorised order returned to the warehouse will be returned to the customer at the rate of our standard shipping charge.
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If you have received a damaged, faulty or incorrect item please contact our Customer Support team before returning. ​​
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