Returns Policy

This Policy applies:

  • when you have purchased products online at knickerbox.com;
  • whether you are returning an item having cancelled your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the Regulations), under our goodwill guarantee, or because there was something wrong with your product.

  1. We offer free returns

    If you change your mind about something you purchase from us or if there is something wrong with your product, you can return it to us for free, subject to the timeframes set out in section 7, below.

    Details of what can be returned are shown in our returns table in section 3 (below)

  2. Changing your mind under your legal right to cancel

    If you have changed your mind and cancelled your order under the Regulations, we will accept your return provided that, where the product is sealed for health protection or hygiene purposes, you have not removed or damaged the seal, although the amount of the refund you receive from us may be reduced if the items have been handled excessively. See our Product Purchase Terms for more information.

  3. Changing your mind under our Goodwill Guarantee

    In addition to your legal right to cancel your order under the Regulations (see Product Purchase Terms for more information), we will give you 28 days to change your mind about product you have purchased (from the date of purchase), provided that it must be returned to us in a re-saleable condition.

    Due to the intimate nature of many of our products, and the way in which our products are packaged and sealed, we have provided additional guidance on when we consider a product to be in a re-saleable condition:

    • ✅ - Can return for refund
    • ❌ - Cannot return for refund

    Lingerie, clothing and apparel (packaged in a box)

    Lingerie, clothing and apparel (not packaged in a box)

    Hosiery

    This Policy does not affect your legal rights and does not prevent you from returning and obtaining a refund on any product that is faulty.

  4. You must return items to us using our free-returns courier service

    If you try to return items to us in any other way (for example, sending them by a different postal method) we will not be able to process your return and may dispose of it without providing a refund if we are unable to allocate and process it.

  5. Free returns using our Courier

    We provide you with free returns using our selected couriers. Simply follow the instructions below:

    • Enter your details into our Returns Portal.
    • Our courier will email you confirmation along with a link to your return label and a QR code.
    • Package your items securely and drop them off at your chosen Locker or Parcelshop or await your courier collection.
    • You will receive an email once we have processed your return, to confirm that your refund is being processed.

    Remember:

    • Make a note of the tracking number as detailed in your courier’s returns confirmation, in case we need to locate your return at any point.
    • If you have not received an email after 10 days of the tracking update, then please contact the Customer Services Team.
    • You can track your return using this link: Evri Parcel Tracking.

    If you have any problems registering a return using the returns portal or need any additional support at any point during the returns process, please contact Customer Services Team who’ll be able to assist you.

    Refunds on items returned via our courier will be paid in accordance with our Product Purchase Terms. We aim to pay the refund to you within 14 days of receiving your return (or receiving evidence that you've sent it to us), however this can sometimes take longer during busy periods, or where payment to you is delayed or prevented by your bank.

  6. No Exchanges

    We do not currently offer an exchange service due to the changing nature of our stock levels.

  7. Timeframes

    It can take up to 20 working days from the time you send back your parcel to the time you receive your refund in your account. We often provide refunds much sooner than this, however:

    • When you return items to us it may take up to 5 working days from the date of drop-off or collection to reach our warehouse.
    • We will then process your return, which may take up to a further 10 working days. We will send you a confirmation email when the return has been processed.
    • A refund will then be issued, which may take up to a further 5 working days depending on your bank.

    Delays in your refund can depend on;

    • The amount of time it takes the courier to return the items to our warehouse.
    • Whether the return is disputed (e.g. if it doesn’t meet our returns policy).
    • It has been sent to an incorrect location (i.e. not to our warehouse).
    • Peak season volumes (e.g. we have a backlog of returns during peak season, which is from mid-October to the end of February).

    Your returned items must be received by us within the following timeframes:

    • For order cancellations: within 14 days of the date you notified Customer Services of your wish to cancel.
    • Under our goodwill guarantee: within 28 days of purchase.
    • For faulty products: within a reasonable period.

  8. When we might reject your Return

    We may reject your return if:

    • The items you have returned are not in a in a condition that is suitable for resale;
    • The items you return are not received within the relevant timeframe (for example outside of the warranty or goodwill period).
    • You have not returned items using our free courier service;
    • You have not securely packaged your returned items and they have been damaged in transit; or
    • We do not have proof that the items you are returning were purchased from us.

    If we reject your return, we will usually send your items back to you with a note explaining why the return was rejected.

    We might dispose of your rejected returned goods if they have been used and it is unhygienic to handle or return the goods to you.