Delivery & Returns

DELIVERY

All products will be delivered or shipped as soon as possible, subject to payment card authorisation and stock availability.
Orders are Gift Wrapped. However, please note that for delivery purposes, our return name & address will be shown in one corner of the address label.
You will only be charged once per order for delivery and gift boxing (if applicable) however many separate shipments we make to you.

FREE delivery on orders over £70
Spend £70 or more and get FREE UK standard delivery on your order. This offer may be combined with other offers, promotions and sales. No promotion code is necessary. Free standard shipping will be automatically applied to your basket.

*All deliveries will be made according to the carriers' standard procedures. For standard delivery, a signature should not be required. However, packages which will not fit through your letter box may be taken back to the postal depot for collection. Please note that where a signature is required, orders cannot be sent to PO box addresses.
Should you require clarification on what happens if no-one is available to receive the goods, and/or a signature is required, please contact the carrier direct.

We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered (including Sale items), we will exchange them or give you a full refund for the items*, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.

*Gift box Replacement items requested will not be gift boxed, so you may wish retain any gift box received with the original order.

*Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery. Express delivery of replacements may be requested at the time of return and the difference will be charged to your card.
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 also note that returns on hosiery cannot be accepted if the pack has been opened. Certain products are also excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.

Gift cards are non-returnable and cannot be exchanged for cash.

RETURNS PERIOD

UK returns must be received by Mysmartypants.co.uk within 10 days of receiving your order. Four days should be allowed for postage, so please ensure your item is posted within 6 days of receipt.

If you wish to return goods to us, you may do so without giving us prior notice. In this case please complete the form accompanying your order and enclose it with the returned goods.
UK customers:
We enclose a postage paid returns label with your order. Send your return via the Royal Mail, and please obtain a Certificate of Posting (available free from your post office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement. Please allow up to ten working days for returned goods to reach us.

In all cases, your proof of postage should show the Mysmartpants.co.uk address to which you have returned the goods, together with the post office's printed/stamped confirmation of the date of posting.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

If no return instructions are enclosed with your return, we will automatically issue a refund for the returned items.
Refunds

If you have requested a refund, replacements of a lower value than the returned goods, or no return instructions are specified, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.

REPLACEMENTS

If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order. Please note that, on orders paid for with only a gift card, we are unable to process replacements of a higher value than is available on the gift card. In these circumstances, you should request a refund for the returned goods. Once this refund has been processed to your gift card you will then be able to use the balance to place a new order, giving your additional payment details for any extra balance on the order form.
"I no longer have the dispatch paperwork - what do I do?"

If you no longer have the returns label that was supplied with your order, please address the package to the appropriate returns address, depending on your country.

Enclose a note with the return, ensuring that the following information is included:
Order number (if known), name, address, contact telephone number or email address (especially important if you do not know your order number), return reason and details of refund or replacement required.

If using the original packaging, please ensure that the original address label is covered up. Please quote your order number on the top left hand side of the package, to assist us in identification on return to mysmartypants.co.uk.

RETURN OF FAULTY GOODS

If you believe the goods we have supplied to you are faulty, you should return the item to us together with a note, 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.

Please quote your order number on the top left hand side of the package, to assist us in identification on return to mysmartypants.co.uk.

"I've received some Mysmartypants.co.uk items as a gift from someone else. Can I return them?"

Of course you can return them as normal - please refer to the return guidelines above and on the paperwork that came with the goods.

However please be aware that, as part of the returns process, the purchaser will automatically be notified by email of any returns, refunds or replacements. Unfortunately, we cannot prevent this as it is an automated part of our returns system.

If you request replacement items of a higher value, we would need to obtain the purchaser's permission before making an additional charge to their card. Alternatively, any difference can be paid using your own card - should you wish to do this, please include clear payment instructions with the returned items, together with contact details in case of any query.

If you request a refund, please note that this can only be issued to the card which was used to pay for the goods. We are unable to offer credit notes.

If you would like further information on our returns policy please contact us with your query.