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Customer Service

Welcome to Sheer & Pure Lingerie's Customer Service

The following should answer any questions you may have about our service. 

However, if there is anything else you would like to know and which we haven’t covered, please contact us at: info@sheerandpure.com.

 


Terms & Conditions 
Please read our Terms and Conditions before using our website or placing an order.
Payments  Returns  Delivery
 Returns & Exchange  Postage & Packaging  Cancellation
 


Customer Service
At  Sheer & Pure Lingerie, we’re as proud of our efficient and friendly customer service as we are of our gorgeous product range.  We’re sure that you’ll be excited to receive your purchases.  We’re excited too, and that’s why we aim to dispatch your goods within 48 hours and by first class post.  Orders received at weekends are processed during the next working day. 
 
 Sizing guide     Lingerie Care  Shoes
 Bridal floristrap   Product Information   Back Orders


35days
Returns 
Policy

MONEY BACK GUARANTEE
Payments

It’s so easy to place an order with Sheer and Pure Lingerie. Simply follow the prompts on the checkout section of the website, entering your contact details and payment details as you go. We accept all major credit and debit cards and we use a secure server to ensure that your transactions are safe and confidential. 

 All orders are processed subject to authorisation of your payment and subject to stock availability. However, orders received at weekends will be processed on the next working day.

All our online payments are handled through Paypal, a recognised payment organisation. Paypal processes all your details on its secure server and checks for fraudulent activities. (Please refer to our security section for further information).


Delivery and Packaging

At Sheer and Pure Lingerie, we aim to dispatch your order within 24 hours. Our standard UK delivery service uses First Class Post. However, if you are in a hurry to receive your goods, you may take advantage of our express delivery service, which allows you to place your order by noon and receive your goods on the next working day.
 
Although we will obtain a Post Office receipt for dispatch of parcels by standard UK delivery (Royal Mail), we cannot be held accountable if the parcel arrives later than expected or if there are problems with the delivery. We will try and assists were possible. Please ensure that you have provided us with the correct delivery address when placing your order.
 
Deliveries sent by First Class Post do not require a signature. Any package that is assumed not to fit through your letterbox will be sent by recorded delivery and will require a signature. You will be notified by email if this is the case. If no one is available to sign for your order, it will need to be collected from your local postal depot. Also, no package will be sent to a PO Box address if a signature is required.


Postage and Package is charged per order(not per item)

Recorded first class: £4.95 
(Delivered within 5 working days. We use Royal Mail and cannot be held responsible for delays due to postal strikes) 


Guaranteed or Special delivery:£8.50
 Max. 3 days or Within a week - pending availability


Europe: £15.50 (10 - 15 working days)

The rest of the World: £18.50 (please allow upto 28 working days)

You can rest assured that your goods will be dispatched in plain outer packaging, bearing no reference to our business or to the type of product sent, providing complete discretion.
 
Please email us for details of delivery costs for Europe and the rest of the world. For customers outside the EU, there may be local customs charges incurred when the package reaches your country. Unfortunately we have no control over these charges and cannot be held responsible for them.


 

Mandatory email before any order is processed


Dear Customer
Thank you for your order
We would like you to please acknowledge the following below, and could you kindly respond to this email that you would still like to proceed with your order?  
We understand the importance of ensuring that your wedding lingerie compliments your wedding gown, therefore choosing the right size and the right type of undergarment is very essential.

For fitting and phycially viewing our products, can now be done in bridal shops or at a dressmakers premises on appointment basis 

Please note as from 1 Dec  2011 we no longer accept returns or exchanges on our bridal and party-wear lingerie items on-line.
If you are absolutely sure of your size and would still like to order on-line. Please read the  information below carefully:
  • Speak to your designer or bridal shop before ordering
  • Your item cannot be returned or exchanged once you have acknowledged this email  or left our depot
  • Have you read our frequently Asked Q/A  on bridal lingerie
  • Get measured by a professional, to make sure you order the correct size.
Thank you for your cooperation
Kind regards
 
Sheer & Pure
 

 

Returns and Exchange

Our aim is customer satisfaction and we hope that you will be delighted with your order. If you are not, however, then please make use of our returns or exchange services. Except on our party-wear and bridal lingerie


UK returns must be received within 60 days of receiving your order. Four days should be allowed for postage.

To arrange an exchange or to return faulty or unsuitable goods, please email Sheer and Pure Lingerie within 35 days of receipt. We will then provide you with our returns postal address. 

When returning an item, please ensure that your parcel is sealed securely before posting and we advise all customers to obtain a free proof of postage from the Post Office.  

If the goods are lost in transit we cannot be held responsible. Please note that Sheer and Pure Lingerie is not responsible for the cost of returning goods.

All returns must be in a proper resaleable condition, unworn and unwashed, with all labels in tact and repacked in the original packaging. 

For hygiene reasons, we are unable to accept returned push-up/silicon gel pads, briefs, tights, thongs, swimwear, body's/body suits and similar items once they have left our depot

Please refer to our size guide before ordering these items if you are at all unsure. Delivery charges are not refundable.

For returns or exchange please complete the returns label and return all unwanted goods with the following details: order number, name, address, contact telephone, email address, reasons for return and state whether a refund or exchange is required.


If you require any further information on our returns policy please email uswith your query.


Bridal lingerie (Returns policy)

Please note from 1st December 2011 we no longer accept returns or exchanges on our bridal and party-wear lingerie 

For fitting and viewing our products is know done in bridal shops and dressmakers premises.

If you are absolutely sure of your size  and would still like to order on-line.


 

Table Runners
We do not hold stock of any ready-made items, we make every item to customers specifications, These items are not refundable 




Cancellation

You can cancel your order within 7days. If your order has already been despatched to you (you must pay for the return of the package), email us as soon as possible with your order number and instruction to cancel.



Back Orders

If any of the items you have ordered are out of stock, they will be placed on back order. You will be notified by email with the option to cancel the order if you do not wish to wait (which could take up to 28 days). The items in stock will be sent out to you and there will be no extra postage charge for back order items.



Lingerie Care

We recommend hand washing your lingerie in cool or warm water with a gentle detergent. Also, do not dry lingerie in a dryer unless the label instructions specifically say it is all right to do so.



Privacy

We take the privacy of our customers very seriously and you can rest assured that Sheer and Pure Lingerie will only store your information for the purposes of your order and to keep you updated with any operational changes that may affect our website. All information is stored in accordance with the Data Protection Act and will not be passed on to third parties.

 

  Product Information

 
We have made every effort to ensure that the colours of our products are displayed as accurately as possible. However, we cannot guarantee that the colour displayed by your monitor will accurately reflect the colour of the delivered product.
 
We also take care to ensure that all details, descriptions and prices of products are correct. However, Sheer and Pure Lingerie reserves the right to refuse orders where product information shown is incorrect. Please note that prices are subject to change without notice.
 
All goods offered are subject to availability. You will be notified as soon as possible if an item you have ordered is out of stock if this has not been brought to your attention during the ordering process.

 

 

Contact Us

If you need any help or wish to give feedback on our website or services, please contact us by email at: info@sheerandpure.com.

 

 

We hope that you’ll enjoy shopping with us.

Sheer and Pure Lingerie

 

 

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