Returns & Exchanges
We always aim to provide you with lingerie and loungewear that you'll be thrilled with, and generally Diane Houston girls are delighted customers. However, we understand that sometimes you just have to return something. If you do, it's no problem- our returns policy is below.
Simply return the unworn item (s) within 14 days of receipt of goods, including all packaging and in original condition. If you would like an exchange, please advise us by email or on your packing slip of the goods you would like to exchange your lingerie for. You don't need to give us a reason why you are returning your lingerie, but we always appreciate hearing your thoughts. Please read our postage policy below, pack the goods with the relevant information and post to -
Diane Houston, Gilda & Pearl, 21 Conduit Street, 4th Floor, London, W1S 2XP
We reserve the right to refuse a refund where the above conditions have not been met, so please take care when unpacking & repacking. Please note that failure to return an item within 14 days from receipt or in accordance with current return conditions will prevent us from processing any refunds or exchanges. The 14 days begins from the date when the carrier first attempts to make the delivery to your address.
We will email you to confirm arrival of goods and will then endeavour to process your request for either a replacement or refund as quickly as we can. If fabric for your chosen substitute is not in stock we will contact you to offer either an alternative or a refund. If you would like further information on our returns policy please call us on 0207 499 7060 or contact us via email at firstname.lastname@example.org with your query.
We will pay for the order to be sent to you, however the cost of returning an item is borne by you. When returning an item, you are responsible for goods until they reach us. We cannot be held responsible for goods lost by Royal Mail in transit. Therefore we recommend the following:
UK customers: We recommend that you make sure the goods are insured for their full value and are sent via registered post. Please retain proof of posting. Diane Houston cannot issue refunds or compensation when items returned to us by you have gone missing in the post.
European and International Customers: Please send your return via a traceable method that insures you for the full value of your goods, declaring the package as ‘returned goods’ and including the original proof of purchase to avoid customs and import charges.