Returns are free
In case you had any doubt, we offer free returns.
Complete and enclose the returns form that came in your order.
Download a returns form
Click here to download a returns form for the UK, EU, Australia & Rest of World orders.
Products and packaging must be returned in their original state.
Need Help? If you have any further queries about Deliveries, please email us at firstname.lastname@example.org or call +44 (0) 870 600 0229 or +44 (0)20 7923 5214.
Online Returns Policy
FOR ITEMS PURCHASED ONLINE SEND YOUR RETURN TO THE RELEVANT ADDRESS BELOW, WITHIN 14 DAYS OF RECEIPT
• Returns must be sent to the relevant ‘returns address’ below. If you are not sure which address to send your return to, please check on the returns form enclosed in your order. Agent Provocateur stores cannot accept returns or exchanges from website or telephone orders.
• If your order was shipped to the UK, Europe, Australia, Asia, Middle East or the Rest Of The World, please return it to:
Agent Provocateur Returns
• If your order was shipped to the USA, Canada or the Americas, please return it to:
Agent Provocateur Returns Department
Kuehne + Nagel logistics, Inc.
324 Half Acre Road
• Your order must be sent back to us within 14 days of you receiving your order.
COMPLETE AND ENCLOSE THE RETURNS FORM THAT CAME IN YOUR ORDER
• The returns form enclosed with your order must be completed in full and accompany the item(s) you wish to return. Failure to do so will prevent us from processing any refunds or exchanges. If a form has not been enclosed with your order, please contact us at email@example.com
PRODUCTS AND PACKAGING MUST BE RETURNED IN THEIR ORIGINAL STATE
• Lingerie - Please ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been worn or is soiled.
• Labels & Packaging - All items must be returned in their original condition and packaging, with all labels attached.
• Beauty Products - refunds on beauty products will only be given where they are returned in their original condition, unopened and with the seal intact.
• Hosiery - we cannot accept returns on hosiery once packs have been opened.
• Earrings - for reasons of hygiene we are unable to accept returns of earrings.
• Bedding - all bedding products must be returned in perfect condition, unused, unwashed and in their original packaging. We will be unable to exchange or refund if the packaging is missing or damaged. For hygiene reasons, we are unable to exchange or refund cushions, bolsters, bedspreads or quilts unless deemed faulty.
PLEASE SEND ALL RETURNS VIA A RECORDED DELIVERY METHOD
• We cannot be held responsible for returned orders lost in transit. We recommend that you send your return back to us by registered post and retain proof of posting. We reserve the right not to issue a refund or exchange if you do not follow this policy.
ITEMS PURCHASED WITH A GIFT VOUCHER WILL NOT QUALIFY FOR A CASH REFUND
• We do not offer cash refunds on gift voucher purchases. You are welcome to exchange anything you are not happy with or we can credit the value as a gift voucher.
WE ONLY OFFER SIZE EXCHANGES. TO CHOOSE SOMETHING DIFFERENT, YOU WILL NEED TO RETURN YOUR ITEMS AND PLACE A NEW ORDER
• Please note that we only offer size exchanges. Where available, replacement items will be dispatched within seven working days. If your chosen substitute size is not in stock, we will contact you to confirm a refund. For alternative items, please place a new order on our website.
REFUNDS SHOULD APPEAR IN YOUR ACCOUNT WITHIN TWO WEEKS OF RECEIVING YOUR RETURN. YOU WILL RECEIVE AN EMAIL TO CONFIRM THAT YOUR REFUND HAS BEEN PROCESSED
• Refunds and exchanges are made approximately two weeks after receipt of items to allow for inspection. The original credit card, gift voucher or Paypal account used for payment will be credited. We will not make refunds to a third party.
RETURNS FROM THE UK AND US ARE OUR FREE VIA OUR CHOSEN CARRIERS. RETURNS COSTS FROM OTHER COUNTRIES WILL BE REFUNDED UPON REQUEST (PLEASE RETAIN PROOF OF POSTING)
• We offer free returns on orders sent to the UK and US with our free Royal Mail and USPS returns labels, respectively. If you prefer to use a different method of shipping for returning your items, we are not able to refund any costs that you incur. For returns from outside the UK and US, we will refund postage upon request, with a valid proof of posting.
• For bedding and luggage, free returns are only offered if the item is deemed faulty.
Agent Provocateur boutiques do not offer refunds.
Goods must be returned within 14 days of purchase for exchange.
Goods can only be exchanged if they are returned in perfect condition with tags attached and with a receipt, as proof of purchase.
We do not accept returns of Sale items.
If you have any further queries about returns, please email us at firstname.lastname@example.org or call +44 (0) 870 600 0229 or +44 (0)20 7923 5214.