Returns

AgentProv | Services 2014

RETURNS & EXCHANGES

At Agent Provocateur we want you to be completely satisfied with your purchase, which is why we offer a free and easy returns process for all items bought online. Simply follow the steps below to make your return or exchange, ensuring you have read our returns policy.

How to make a return

  1. Send your items back to us within 14 days of receiving your order, no need to contact us. Items must be in the same condition you received them in, with the original packaging, swing tags and any hygiene strips still attached.
  2. Complete and enclose the returns form provided with your order, filling in the reason for return and the size column if you require an exchange.
  3. Package and send your items using the free returns label provided or a recorded delivery method to: Agent Provocateur Returns, Amethyst Group, Lodge Road, Staplehurst, Kent TN12 0QW, United Kingdom.
  4. Once we have received and processed your return you’ll receive confirmation via email.
  5. Funds will be credited to the original credit/debit card, gift voucher or Paypal account within 10 working days of receiving your return.

Exchanges

Please note that we only offer size exchanges. Where available, replacement items will be dispatched within 7 working days. If your chosen substitute size is not in stock, we will contact you to confirm a refund. For alternative items, you will need to place a new order on our website.

Our Returns Policy

Please note that we only offer size exchanges. Where available, replacement items will be dispatched within 7 working days. If your chosen substitute size is not in stock, we will contact you to confirm a refund. For alternative items, you will need to place a new order on our website.

  • Your return must be sent back to us within 14 days of receiving your order.
  • Items must be returned new and unused with all swing tags and  adhesive labels still attached. Returns that are worn, damaged or soiled may not be accepted.
  • Briefs must be tried on over your own lingerie.
  • Beauty products must be returned unopened with the seal intact.
  • Hosiery must be returned unopened.
  • The returns form enclosed with your order must be completed in full and accompany the item(s) you wish to return. If a form has not been enclosed with your order, please contact us at returns@agentprovocateur.com
  • Please send all returns via a recorded delivery method as we cannot be held responsible for returned orders lost in transit.
  • Please note that Agent Provocateur stores are unable to process online returns or exchanges.
  • We do not offer cash refunds on gift voucher purchases, however  you are welcome to exchange anything you are not happy with or we can credit the value as a gift voucher.

Free Returns

  • We offer free returns on orders sent to the UK and US with our  pre-paid Royal Mail and USPS returns labels. If you prefer to  use a different method of shipping for returning your items,  we are regrettably unable to refund any costs that you incur.
  • For returns from outside the UK and US, we will refund postage upon request with valid proof of posting.
  • For luggage, free returns are only offered if the item is deemed faulty.

Boutique Returns Policy

  • Items purchased in Agent Provocateur boutiques do not qualify for refunds, but can be exchanged within 14 days of purchase.
  • Goods can only be exchanged if they are returned in perfect condition with tags and adhesive labels attached and with a receipt as proof of purchase.
  • We do not accept returns or exchanges of sale items.
  • This policy does not affect items purchased online and collected in-store.

Returns Information

  • All orders will receive returns information enclosed in a pink envelope. Please retain this document for your records.

Need Help?

If you have any questions about returns,
please email us at returns@agentprovocateur.com
or call +44 (0) 870 600 0229 or +44 (0)20 7923 5214,
24 hours a day, 7 days a week.


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