Cart

FREQUENTLY ASKED QUESTIONS

ORDER PLACING

  • How do I place an order?

    It is simple.

    • Select the item you would like from the site, choose your preferred size and colour, then add to your shopping basket.
    • Upon completion of your shopping, new users must create an account.
    • Existing users should log in to their accounts.
    • Enter your card details and submit your order.
  • Can I place an order by phone?

    Unfortunately, we do not offer this service as standard but if you are having problems with placing an order online, call our customer service department on 0207 036 0101 and we will be able to process your order directly.

  • Will I receive confirmation of my order?

    • On receipt of your order, we will send you an Order Confirmation email to the email address which you have provided to us.
    • This email will contain your order number and details of the goods ordered. Note that this email is only to acknowledge that your order has been received, and is not acceptance by us of any offers to purchase goods.
    • All orders are subject to acceptance by us and we will confirm such acceptance by sending to you an Order Despatch email (including details of the products ordered and a VAT invoice) and taking payment from your credit/debit card when the goods are being prepared for despatch.
    • The contract between us will only be formed when we send you the Order Despatch Email, whether or not you receive such email.
  • How can I pay for my order?

    We currently accept payments through major credit cards and PayPal.

  • How do I know which size to choose?

    • Our sizes comply with standard UK sizing for lingerie.
    • We have provided a Size Guide for your convenience. This can be found on every product page of our site.
  • You confirmed my order, but I have now received an e-mail saying one or more of my items is out of stock. Why is this?

    • Unfortunately, although our site showed available stock when you initially placed your order, when our warehouse went to locate the item, they found there was no stock available.
    • Although this rarely occurs, if it happens to you, will be informed as soon as possible and refunded accordingly.
  • I cannot find the item I was looking for online. How can you help?

    If a size or colour of a garment is unavailable online, feel free to call our customer service line on 0207 036 0101, where a member of our team will try to locate the garment from another source.

  • Can I order items from your website that are not currently in stock?

    You can only order items that are currently in stock. However, we regularly replenish the stock on our website so do keep checking.

  • Can I add to my order after placing it?

    Unfortunately, not. You will need to place a separate order for any other purchases you wish to make.

DELIVERY

  • How much does delivery cost?

    Delivery prices depend on your location.

    • We deliver by Royal Mail to addresses in Great Britain which includes England, Wales, Scotland, Channel Islands and Northern Island with a standard delivery charge of £3.00. For orders over £75 delivery is free.
    • We deliver by selected courier to addresses in Europe and the Rest of the world. Europe with a standard delivery charge of £5.00 and the Rest of the World with a standard delivery charge of £6.00.
  • Do you offer next day delivery?

    • We do offer next day delivery to customers in the UK for £6.50 and for £11.50 for Saturday delivery.
    • All orders have to be placed before 2pm that day to be selected for next day delivery if they miss the cut off they will be sent out the next day.
  • How long will it take for my order to be processed?

    • Generally, if you place your order before midday we aim to process your order the same day.
    • If it’s after midday, then we aim to process the following day unless it is a Friday afternoon or a weekend in which case it will be processed on Monday.
    • Your order will be fulfilled by the delivery date set out in the Order Despatch email or, if no delivery date is specified, then within a reasonable time of the date of the Order Despatch email, unless there are exceptional circumstances.
  • How long will I have to wait for my delivery?

    • For delivery within Great Britain we will deliver your order within 1 – 3 working days of the Order Despatch Email depending on the type of postage selected.
    • For deliveries in Europe we will deliver your order in 1 – 5 working days of the Order Despatch Email.
    • The rest of the World will depend on location but we still aim to deliver your order within 2 – 5 working days of the Order Dispatch Email.
  • Can you deliver to an address other than my billing address?

    Yes, there is an option to enter an alternative address when entering delivery details.

  • Do you deliver to PO Box addresses?

    We do not deliver to PO Box addresses.

  • Are there any additional charges for delivery outside the EU and who has to pay them?

    • Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel.
    • Unfortunately, we have no control over these charges as customs policies vary from country to country.
    • If you have any questions related to customs charges you are advised to contact your local customs office.

RETURNS AND REFUNDS

  • If I am unhappy with my purchase, how long do I have to return it?

    • We hope that you will be delighted with your purchases however should you wish to return anything purchased from the site we will be happy to refund an item, provided it is returned to us in a fully re-saleable condition and provided that you notify us by e-mail of your desire to return the product within 14 days of receipt in the case of full price items; or 10 days or 7 working days (whichever is longer) of receipt in the case of discounted sale items.
    • We are not able to accept returns on the thong or panty unless they are faulty. This does not affect your statutory rights.
    • If you contact us outside of the applicable period set out above and the products are not defective then we may at our discretion accept a return of the products, however you may not receive a full credit in respect of the price you paid for the products and your refund may be by way of a credit note.
  • I have received my purchase, but it is damaged / faulty / defective. What shall I do?

    • If you consider a product to be defective, damaged or faulty prior to use please contact us as soon as possible after receipt of your products, on our customer service line.
    • Once the products are back at our warehouse and we have had an opportunity to inspect them we will notify you of your refund via email.
    • We will process the refund due to you as soon as possible and within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product.
    • Products returned by you in accordance with the above which have a verifiable defect will be refunded in full, including a refund of the delivery charges for sending the item to you.
  • How do I return my goods?

    • To return an item you must return them in their original packaging with all their tickets and labels attached.
    • Please contact customer services at: enquiries@perfectsmoothy.com
    • Your returns must be in pristine condition together with their original wrapping and box.
  • How will I be refunded?

    Once the products are back at our warehouse and we have had an opportunity to inspect them to check that they are in resalable conditions then we process the refund in respect of the price of the product, excluding any delivery charges as soon as possible and in any case within 5 working days of us receiving the product in our warehouse. You have a legal obligation to take reasonable care of the products while they are in your possession.

  • After returning my order, how long will my refund take to process?

    Please allow 14 days for your parcel to reach us, and a further 5 days for your account to be credited. Please note that some banks will take slightly longer to process your refund.

  • How can I cancel my order?

    • If you would like to cancel your order before you have received the goods, please contact us as soon as possible on email so that we can attempt to stop delivery. If your order has already been despatched we may charge you for the delivery.
    • Your statutory rights are not affected.

OTHER

  • How do I use a promotional code?

    Simply enter your promotional code at the checkout, and the relevant amount will be deducted from your total.

  • How do I find out about the fabric, style or fit of a garment?

    • Every style shown on our website has its own specific page, with details about the style, material and garment care.
    • If you would like to know more about a specific garment, please contact us via enquiries@perfectsmoothy.com.
  • What do I do if I forget my password?

    • If you forget your password please follow this link to reset it.
    • You will need to click on “Forget your password?” link. You will then enter your registered email address. You will receive a link to reset your password via email.
  • How do I subscribe to Perfect Smoothy updates?

    Please e-mail enquiries@perfectsmoothy.com to receive the latest news, promotions and competitions.

  • Do you offer student discount?

    Unfortunately, this is not a service we offer at the moment.

  • How do I contact Perfect Smoothy?

    If you have any queries about your order, feel free to e-mail us at enquiries@perfectsmoothy.com Alternatively, you can call our customer services department on, between our working hours – 9.00am to 5.00pm, from Monday to Friday. We endeavour to respond to your questions as quickly as possible.

  • I am interested in purchasing from Perfect Smoothy on a wholesale basis.

    If you are interested in purchasing from us on a wholesale basis or in bulk, please contact us at enquiries@perfectsmoothy.com

  • I would like to work for you. Do you have any vacancies?

    Please contact us at enquiries@perfectsmoothy.com for more information.

Perfect Smoothy
The Garden Studio
18, Westbourne Terrace
London
UK
W2 3UP