1. Returns overview

We want customers to be able to shop with confidence. If you change your mind about a purchase, you may have a right to cancel your order and return eligible products in accordance with applicable UK consumer law.

Because WhisperLace sells lingerie and underwear, hygiene and product condition are particularly important when assessing returns.

This policy explains the practical process for requesting a return or refund. It does not remove or restrict any statutory rights you may have.

2. Return conditions

If you are returning an item because you have changed your mind, the product should be returned in a condition that allows it to be resold.

Unless a different legal requirement applies, returned items should be:

• Unworn and unused.
• Clean and free from perfume, makeup, deodorant or other marks.
• In the original condition as far as reasonably possible.
• Returned with original labels or hygiene seals where these were supplied and remain attached.
• Returned with the original packaging where reasonably possible.

We may be unable to accept a change-of-mind return where an item has been worn, washed, damaged or otherwise handled in a way that makes it unsuitable for resale, subject to your statutory rights.

Hygiene-sensitive products

For hygiene reasons, particular care must be taken with underwear and lingerie. If a product is supplied with a hygiene seal or similar protective covering, please do not remove it if you are considering returning the item.

Any restriction relating to hygiene will be applied only where permitted by applicable consumer law.

3. How to request a return

Please contact us before sending a return so that we can provide the appropriate return instructions.

Step 1 — Contact us

Email info@whisperlace.co.uk with your order number and the reason for your return.

Step 2 — Receive return instructions

We will review your request and provide the relevant return information where the item is eligible for return.

Step 3 — Prepare the item

Please package the item securely so that it is protected during transit. Where possible, use suitable original packaging.

Step 4 — Send the return

Return the parcel using the instructions provided by our customer support team.

We recommend keeping proof of postage or tracking information until the return has been completed.

4. Refunds

Once we receive a returned item, we will inspect it where necessary and process the refund in accordance with the applicable return circumstances and consumer law.

Refund method

Where a refund is due, it will normally be made using the original payment method.

We do not normally provide cash refunds for online orders.

Refund timing

Refunds are processed as soon as reasonably practicable after the return has been received and assessed where an assessment is required.

The time taken for the refunded amount to appear in your account may depend on your bank or payment provider.

Original delivery charges

Where applicable law gives you a right to cancel an order and receive reimbursement of the relevant standard delivery charge, this will be handled in accordance with those requirements.

Where you selected a more expensive delivery option than the standard delivery method offered, any additional amount may not be refundable where permitted by law.

5. Faulty, damaged or incorrect items

If your order arrives faulty, damaged or different from the product you ordered, please contact us as soon as reasonably possible.

Please include your order number and, where useful, photographs showing the issue. This helps us understand what has happened and determine the most appropriate solution.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund or another appropriate remedy.

You should not attempt to repair, wash, alter or otherwise modify a product that you believe is faulty before contacting us, as this may make it harder to assess the issue.

6. Items that may not be eligible for change-of-mind returns

Certain products may be excluded from a change-of-mind return where the law permits this because of their hygiene-sensitive nature.

This may apply where a product has been unsealed, worn or otherwise handled in a way that makes it unsuitable for return on hygiene grounds.

This does not affect your rights where a product is faulty, not as described or otherwise does not meet the requirements imposed by applicable consumer law.

7. Return postage

The responsibility for return postage may depend on the reason for the return.

For a change-of-mind return, the customer may normally be responsible for the direct cost of returning the item, unless we state otherwise or applicable law provides a different entitlement.

Where an item is faulty, incorrect or damaged on arrival, please contact us before returning it so that we can advise on the appropriate arrangements.

8. Exchanges

Where available, exchanges may depend on product availability and the condition of the returned item.

If the requested replacement size or style is unavailable, we may instead arrange a refund where appropriate.

Customers who require a different size should contact customer support before returning the original item.

9. Consumer rights

Nothing in this Refund Policy is intended to remove or reduce any rights you have under applicable UK consumer protection law.

Depending on the circumstances, these rights may include rights relating to faulty, misdescribed or unsuitable goods, as well as rights to cancel certain online purchases.

Where this policy conflicts with a mandatory legal right, the applicable legal right will take precedence.

10. Contact us about a return

If you need help with a return, refund, damaged product or order issue, our customer support team can assist.