One of the biggest reasons people hesitate before buying lingerie online isn't the price or the style — it's the worry of "what if it doesn't fit and I'm stuck with it." That worry is reasonable, so here's exactly where you stand, in plain language, before you ever need to use it.
The 14-day right to change your mind
Under UK consumer law, you have 14 days from the day your order arrives to change your mind for any reason — wrong size, wrong style, or simply a change of heart. You don't need to give a reason. Just email info@luxidoo.com and we'll confirm the return address and a reference for your parcel.
You can try it on at home
You're entitled to check an item the way you would in a shop — try it on over your own underwear to check the size, cut and colour, with the tags still attached. This is completely normal and expected; it's not something to feel awkward about.
The one thing that changes the picture: the hygiene seal
Some of our items are supplied with a hygiene seal, for obvious reasons. Here's the one rule that matters: if the seal is still intact, your full 14-day right to return applies as normal. It's only once that seal has been broken that the item can no longer be returned for a simple change of mind — a requirement under UK health and hygiene regulations, not something we've added ourselves. This is exactly why trying something on over your own underwear, without removing the seal, is the safe way to check fit before deciding.
Who pays for the return
If you're returning something because you changed your mind, the cost of sending it back is yours — we're required to tell you this upfront, and we'd rather you know it now than be surprised later. If something arrives faulty, damaged, or isn't what you ordered, that return is entirely on us, including the postage.
What you get back
Once we've received your return (or proof you've sent it), we refund everything you paid for the item, plus standard delivery, within 14 days, to your original payment method. There are no restocking fees, ever.
If something is actually wrong with the item
Faulty, damaged or not as described is a different situation entirely, and your rights here are stronger and longer: a full refund within 30 days of delivery, or a repair/replacement for up to 6 months after that. Email us with your order number and a photo and we'll sort it — postage included.
The simple version
- Seal intact → full 14-day right to return, your choice of reason.
- Seal broken → that specific item can't be returned for a change of mind.
- Changed your mind → you cover return postage.
- Faulty or wrong item → we cover everything.
- Try it on over your own underwear, tags on, and you're covered.
Full details are always in our Returns & Cancellations policy. Shop with confidence in our Lingerie collection — and if you're ever unsure of a size before ordering, email us first; we're glad to help.