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This website, any content contained herein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
Your right to cancel
Under the United Kingdom's Distance Selling Regulations, because you are purchasing items from us over the telephone or via the internet, you have the right to cancel the contract for the purchase of these items at any point from the time you place your order right up until seven working days after you have taken delivery of the goods.
To cancel this contract, email our cancellations department at emilydollywood@aol.com or please telephone 01903 203532. stating the order number and giving your clear instructions that you wish to cancel the order for your items.
You can cancel the contract for any reason, however, if you have already taken delivery of your items or your order has already been processed by us you must return the items to us in accordance with our strict returns policy detailed below. Failure to comply with our returns policy will mean we will not be able to refund your purchase.
How to return an item
You must contact us within 7 days of receiving your item/s by emailing emilydollywood@aol.com to confirm the item you are returning so we know to expect return delivery of it. When you contact us you must quote your "Reference" number which can be found on your packing slip, you must then state the reason for the return and we will give you a unique return code to help us identify your package when it is received by us. Your invoice must be included within your return for us to identify where the parcel came from, this will also stop any delay with us refunding or exchanging your item. Please check your item does conform to our strict returns policy before you post it back to us, or we may not offer you a refund. This also applies to faulty items. We do not hold any responsibility for parcels being lost that you are returning to us.
Returns Policy
We offer a 100% guarantee on our items. If you are in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund for the items. This is only where you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. When your item is received by our Return's Department it will be thoroughly checked for any sign of wear. We may also perform chemical tests to detect body odour and deodorant. If there is any evidence that the item has been worn or it is not in a resalable condition due to any reason we reserve the right to refuse a refund on the item.
Once we have received your goods we will then process your request for either a refund or replacement. Please allow up to 14 days from receipt of your return for this to be done. In busier periods such as Halloween, Christmas and Valentines this can be up to 21 days.
Please note that certain products are excluded from our general returns policy due to Heath and Safety Laws and hygiene reasons -
Body Jewellery, Earrings and Nose Studs
Wigs, Hair Pieces and Hair Accessories
Make up (unless the seal is not broken)
Adult Products
Hosiery and Underwear
Please also note that there is a seperate returns proceedure for Contact Lenses, Please see the Contact Lenses Terms and Contions on that page.
Return of Faulty Goods
If you believe the goods we have supplied to you are faulty, you must notify us within 48 hours of receiving the goods, you should return the item to us together with a note and your invoice, explaining what you believe is the problem and stating the original order number. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution. We have a very strict dispatch system where items are photographed and catalogued as they are received by us from the warehouse. We reserved the right to produce this evidence in the event of any dispute as to the cause of the fault. We accept no liability for faulty items once the item has been worn by you.
Returns period
Our normal returns period is 7 days from when you receive the goods, and any returned items must be received by us within 14 days. However, to allow for unwanted or ill-fitting gifts, the following exceptions apply:
Please note that these dates are those by which any returns must be received by us, so please allow sufficient time for your goods to reach us. Any goods received outside the return period will not be refunded and can be posted back to you at your own cost.
Once we have received your goods we will then process your request for either a refund or replacement. Please allow up to 14 days from receipt of your return for this to be done. In busier periods such as Halloween, Christmas and Valentines this can be up to 21 days.
Delivery Charges
Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, postage costs will be charged again for delivery. All replacement items are shipped via standard delivery. If your parcel is unable to be delivered for any of the following reasons:
Driver has attempted delivery more than once *customer has refused to sign for the parcel, *parcel has not been collected from your local depo after a calling card has been left.
The parcel will then automatically be returned to us you will then be liable for a return delivery fee of £8.00. You will be contacted via email to advise the parcel has been returned to us and this will then be charged to the card originally provided. If you wish for us to re-send the parcel out to you again then you would be charged an a additional fee of the original delivery charge as well as the return delivery fee.
Delays
Occasionally, replacement delivery of your order may be delayed or postponed. We will, of course, make every effort to keep you informed and discuss revised delivery timescales.
Special conditions for specific items
Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.
Please note that certain products are excluded from our general returns policy for hygiene reasons -as stated above.
Sale items can only be exchanged or we can offer a credit note which is valid for 6 months.
If you would like further information on our returns policy please contact us with your query.
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