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 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.

    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?
    All online orders are lovingly packed and dispatched in our beautiful pink branded box, tied with black ribbon. We dispatch orders in an anonymous and discreet box with your address label. Nowhere does it state Agent Provocateur on the outer packaging.
    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.

    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.