Shipping & Returns

Payment methods: You can make payment via any major credit card using EPDQ, Paypal, Nochex or Google Checkout. Unfortunately, we no longer accept cheques or postal orders. 

Terms of Shipping: Goods will only be shipped against cleared fund, using the address provided.

Terms of Returns: By purchasing from Totally Underwear you are agree to the following returns procedure. All returns must be sent with a returns number (available on request), the original invoice, a completed returns form and inside the original lingerie packaging. If any of these conditions are NOT met, re-stocking fees can and will be enforced, with a minimum restocking fee of 20% being levied. We offer a NO QUESTIONS ASKED 14 day guarantee on all our products. Products returned after 14 days after purchase, or after 14 days of a returns number being issued will not be refunded, and items will be returned to you as the customer. In the event of an incorrect or damaged item being issued, Totally Underwear will be responsible for all return costs. Otherwise, the customer will be responsible for all return fees. 

Right to Cancel: You have the right to cancel your order within 14 days if you choose you do not wish to proceed with the order. If you have not made payment, simply email us and we will cancel your order. However, if you have made payment and the items have been shipped, this then falls under our returns policy.

Delivery Times: Totally Underwear ship all items within 3 days of receipt of Cleared Funds. For cheque payment, please allow five working days for clearance. During busy periods, such as Christmas, please allow a little longer for delivery. All items shipped in the UK are sent via recorded delivery, offering peace of mind that your item will arrive safely. Please note that recorded delivery is NOT special delivery and does not mean next day delivery.

Delivery Dates: Totally Underwear post items three days a week - our delivery schedule is stated below.

• If your order is made between Friday 3:00pm and Tuesday 3:00pm, your order will be picked & packaged on Tuesday and posted on Wednesday.
• If your order is made between Tuesday 3:00pm and Thursday 3:00pm, your order will be picked & packaged on Thursday and posted on Friday.
• If your order is made between Thursday 3:00pm and Friday 3:00pm, your order will be picked & packaged on Friday and posted on Monday.

Procedure in the event of lost items: Totally Underwear take care and pride in all our activity, however, sometimes we are let down by outside companies. In the event of a lost item, Royal Mail refuse to consider an item lost until 15 working days after shipment. Unfortunately, due to this restraint, we are unable to process replacements or refunds until those 15 working days have passed. In the event of Royal Mail confirming the loss of an order, Totally Underwear will offer replacements ONLY.

Delivery Timescales: PLEASE NOTE THAT THESE DELIVERY DATES ARE THE RECOMMENDED DATES FROM THE ROYAL MAIL WEBSITE AS CAN BE SEEN HERE. TOTALLY UNDERWEAR MAKE NO GUARANTEES ON DELIVERY DATES.

1st Class Recorded - delivered in 1 - 2 working days, does NOT offer guaranteed on time delivery. PLEASE NOTE - Recorded Delivery IS NOT next day delivery. Recorded delivery offers peace of mind in regards to have items signed for, allowing proof of delivery of proof of postage.

Collect + Option. Collect + is a new facility we offer where we can send items via the Home Delivery Network. There is a flat fee for this of £4 and is UK only. The Collect + Network will deliver to a local Collect + store in your area for you to collect at your leisure within 10 working days. It gives the peace of mind of secure, signed delivery. To find the nearest Collect + Store in your area, please review the collectplus website here... http://www.collectplus.co.uk/. Enter your postcode in the box and it will then find your nearest collect store location. Collect + is UNAFFECTED by postal strikes and is a viable alternative to Royal Mail.