Frequently asked questions

Our new website:

Your Account

We've been busy making improvements to our website. As a result, we ask that you reset your password to continue shopping with your account.

I can't find my password reset email?

Please check if the email has been placed in your junk folder. If necessary you can resend the email here.

How do I know this is genuine?

We understand how important it is to feel confident that communications from us are genuine and secure. To be sure that this email is genuinely from Agent Provocateur, you can check the following:

Your name is included correctly at the beginning of the email.

After following the link to the website, the address bar of your browser will show agentprovocateur.com and a padlock indicating that the identity of the website is verified.

I'm still not sure - what should I do?

Please use the standard “Forgotten password” link on the account page.

As always, you can continue to use the website without logging in and complete your order with Guest Checkout. However, to access your account you will need to update your password.

Placing your order:

Can I cancel, amend, combine or add something to my order I just placed?

When your order is placed, our warehouse begin to pack it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to, amend or cancel an order once it has been placed. Your purchases can be returned for a refund or exchange within 28 days. If you have forgotten to purchase an item, you will need to place a secondary order.

Can I buy gift vouchers?

Yes. Agent Provocateur gift vouchers make the perfect present for that special someone. They are available to buy in all our boutiques, or online. Please visit our Gift Vouchers page to find out more.

Your delivery:

Which carrier will you send my order on and how much is it?

For full information, please see our Delivery page.

Where is my order?

When your order is dispatched, you’ll receive a confirmation email from us. This will inform you which carrier we have used to deliver your package, and of your tracking number. Please track your order directly with the relevant link below.

DPD
DHL
FedEx
Royal Mail
Air Courier

If you have not received a confirmation email, please contact our Customer Services team.

It says my delivery has been left with a neighbour

Occasionally our couriers make the decision to leave your package with a neighbour to avoid it going to the nearest sorting office. Please check in with your nearest neighbours, and if you are unsuccessful, please contact our Customer Services team and we will resolve this for you.

This is a gift and I would like it to be a surprise. What does you outer packaging look like?

Orders are dispatched in a discreet outer box so you can shop in confidence knowing your privacy is of the utmost importance to us. Our courier network requires us to include a return name / address & description of the contents which we have kept to a minimum where possible.
Inside, your order is packed and dispatched in a beautiful pink Agent Provocateur box, tied with a black satin ribbon. Note that some products will arrive in a single discreet outer box with branding inside to ensure the item(s) arrive with you in the best condition.

The courier has contacted me regarding customs clearance

If your order is shipping outside of the UK or US then the courier may be in touch to request further information for customs purposes. This information can include but is not exclusive to NI, PID or passport information.

Will I have to pay import duties?

You may need to if you are based outside of the UK and EU. When your delivery reaches the country of destination, import duties and taxes are levied and payment of these are necessary to release your order from customs. We are unable to advise on rates as they vary according to country. Please consult your local post office services for more information.

I haven't received my order

If you have not received your order within 7 days of receiving your tracking information or if your parcel is showing as delivered on the couriers website but you are not in possession of the parcel, please check around your property and with your neighbours. If the parcel cannot be found, please contact us immediately and include your order number in the subject line. We may be unable to assist with any missing parcels if not contacted within 7 days of the delivery.

How should I try on my new purchase(s)?

To ensure that eligible online purchases meet our returns conditions and can be returned, we advise that products are tried on in a clean, neutral fragrance environment, that your skin is clean and free of cosmetic products and that knickers are tried on over your own lingerie.

To be eligible for return, items should not have marks, stains, scents, pulls, or rips present. If your item arrived damaged in your order, please contact Client Services.

Your return:

Full information on returning orders can be found on our Returns page.

I sent back my return but I have not heard anything

Returns take a full 14 business days to be processed, and you will be emailed once this has been completed. We advise all customers to retain their proof of postage receipt issued by the delivery carrier. If you are concerned that your item has not been received, please track your parcel using this proof of postage so we can follow its return journey.

I’ve received a faulty or incorrect item

If in the unlikely event that an item you have received is incorrect or faulty, we recommend you return the item at your earliest convenience. Please contact our customer service team who will be happy to help create your return.

Can I exchange my order for a different style?

We are only able to offer size exchanges. If you wish to purchase an alternative style, then please return your purchase for a refund and place a new order on our website.

I am worried my size is going to sell out before my exchange is processed.

If you are concerned, we suggest you place a new order on the website and return your purchase for a refund.

General enquiries:

I am interested in working for Agent Provocateur.

We have various positions available in our boutiques and our London based head office. For more information please view our Careers page.