Delivery & Returns
View our holiday delivery guide here.
Within the UK we charge a flat fee of £5.95 for Hermes 24-48 hour delivery or £6.95 for DPD 24 hour delivery (excluding weekends)*. For International orders we charge a flat fee of £10.00 (please allow up to 10 days) (Norway fee is £25 for delivery).
We aim to dispatch your goodies the same day if ordered before midday for international orders, and before 1pm for UK orders (during a sale this may go up to 2-3 working days).
Shipping is FREE for all orders over £75 (except during the sale, when the free shipping option is removed)
Please remember: goods sent outside the UK may incur additional customs charges, which are the responsibility of the purchaser. Canadian customers - the courier company used to ship your orders uses a company called EzClear to allow easy payment of customs charges, however you are also able to pay the customs agency directly, please note that we are unable to control these charges.
*Please note that DPD is not available to orders with postcodes ZE1 to ZE3, HS1 to HS9, IM1 to IM9, IM86, IM87, IM99, TR21 to TR25, GY1 to GY10, JE1 to JE5 - the service will automatically assign to Hermes.
Returns & Exchanges
Playful Promises wants you to buy with confidence and wear with even more! We hope you are delighted with everything you buy from us. However, if you are not completely satisfied with your purchase we will exchange or refund your purchase subject to our terms and conditions. This does not affect your statutory rights.
If you wish to return or exchange the item(s) for any reason, the following terms and conditions apply:
1) Fill in the form provided on your dispatch note, or download a form here and include in your return.
2) Using the return address label (shipping is not included) provided on your dispatch note, return your items within 28 days of delivery.
3) All goods must be returned in their original condition and in their original packaging. Hosiery cannot be returned if the packaging has been opened. For faulty or incorrect items, please email customer services before returning.
4) Be sure to try on briefs over your own lingerie as we will not accept any returns that are worn or soiled.
5) If you are returning from outside the UK, please mark the package as "Returned Goods" on your customs declaration.
We recommend that you send your items back using a tracked postage option, as we cannot accept responsibility for goods lost in transit. We are unable to cover the return postage costs unless the item is faulty.
Refunds and exchanges are processed on the following Monday after receiving the goods, please allow approximately one week for the items to be checked.
Cancelling an order
Should you change your mind regarding an order, please contact us as soon as possible. Our orders automatically start being processed within 15 minutes of being placed, with an aim for same/next day dispatch, therefore we are sometimes unable to pull an order from the warehouse. Contact us as soon as you can, and we'll do our best to help!