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Return Policy
Returns Policy
We hope you are delighted with your purchase; however we will accept returns of items purchased at full price within 28 days of the receipt of your order, should you wish for an exchange or refund.
Please ensure the item(s) are in their original condition and packaging, with all tags attached. Ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been damaged or worn. We cannot accept returns on opened packs of hosiery.
Returns must be logged via our return portal by clicking the link - RETURNS PORTAL
Please note:
Trying on your purchase
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.
Refunds:
Refunds are processed within 14 working days of receipt to allow for inspection onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.
Refunds of split and part-paid orders are processed to your original payment methods in the sequence that the original order payment was made. If your order is part-paid with a gift card or voucher, this balance will be refunded before any cash refund as this payment was taken first.
Exchanges:
We offer size exchanges on the same product as originally purchased only. To register your exchange, please follow the steps and enter your desired size in our RETURNS PORTAL. Where available, replacement items will be dispatched within 28 days. Creating an exchange request does not guarantee availability. If your chosen replacement size is not in stock when your return is received, you will be automatically refunded and notified by email.
If you wish to receive an alternative product or colour option, please return your item for a refund and place a new order on our website.
Non-returnable:
Please be advised that, unless faulty, we cannot accept returns for pearl knickers, hosiery, lipsticks, lip balms, skincare, perfume or earrings due to hygiene reasons.
Please note that returns on Agent Provocateur x Lovehoney toys are only offered if the product remains unopened with the tamper seal in place, or should the item be faulty.
In the event that you need to return an item from this range please contact our Client Experience Team.
Gift vouchers:
Please note that gift vouchers are not cash refundable. Items purchased via gift voucher can be size exchanged, or you can be re-credited with the value.
Boutique returns:
Our website doesn’t accept returns of items purchased from boutiques; likewise, online purchases cannot be returned in-store. Boutique sales are only returnable in boutiques within the same country of purchase.
If you are not satisfied with your in-store purchase, we offer an exchange or gift voucher on full-price items within 14 days of purchase. Items must be returned in perfect condition with the receipt and labels attached.
We do not offer returns on sale items, gift vouchers, or lingerie that has been worn or damaged. Hosiery and toys can only be returned if unopened. We cannot accept returns of any beauty products, opened toys, opened hosiery, earrings, or pearl knickers due to hygiene reasons.
The Agent Provocateur returns policy is only valid in boutiques. Items purchased in Agent Provocateur concessions will adhere to the department store return policy.
How to return your order
Australia, Austria, Belgium, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, USA.
We are charged via our return provider and couriers for this service, and if you choose to use our service we pass on these costs as listed in the table below:
Return Region | Return Courier Charge |
UK | £5.00 (GBP) |
USA | $15.00 (USD) |
Europe* | €12.00 (EUR) |
Australia | $50.00 (AUD) |
Canada | $50.00 (CAD) |
*Europe region is determined by the countries serviced by our EU and European storefront which transacts in EUR currency.
Alternatively, if you wish to organise your own return postage, please register your return through our return portal. You will then be able to print our return address label and the return paperwork to be included within your parcel.
Please be advised that if you have organised your own return postage Agent Provocateur are not responsible for your return until it is confirmed as delivered at our warehouse via a tracked and signed for service.
UK Returns
If you’re in the United Kingdom, create your return please log on to our Returns Portal and follow the steps provided. You will need your Order Number/ID stated on your order confirmation and the email address used to place the order.
You can now have your address label printed in the store where you drop off your parcel. Just select the ‘Print in Store' option when creating your return. You will then receive an email with a barcode that you can show at the Collect+ location where they will print your returns label for you!
International Returns
To create your return please log on to our Returns Portal and follow the steps. You will need your Order Number/ID stated on your order confirmation and the email address used to place the order:
Return transit times vary from country to country so you will receive a unique return label and will be fully updated on the progress of your return.
Please include the return paperwork as well as any received with your order, so that we can process your return as quickly as possible.
To avoid delays at customs please refer to the guidance of your chosen carrier when creating paperwork for the shipment of your purchase return.
Agent Provocateur is not liable to pay duty or tax incurred due to incorrectly filled paperwork and your return may be rejected by customs and returned to you.
Faulty Returns
If you have received a faulty item in your order we apologise for any inconvenience caused. Please contact our client experience team who will be happy to assist you with the return of your order.
Damaged, faulty or incorrect items must be returned to Agent Provocateur before an exchange or refund can be made.
Get in touch via email at [email protected]