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:
  • We do not accept returns on discounted items (sale & outlet) for refund, exchange or credit
  • All returns must be registered within 28 days of receiving your order
  • All return items must be pre-registered for return via our returns portal
  • Please return your parcel as soon as you receive your return paperwork
  • Please include the return paperwork provided in your return to help us process your return
  • Returns from multiple orders cannot be combined
  • Any returns received in unsaleable condition will not be refunded and returned to the customer at the rate of our standard shipping charge
  • Any unauthorised order returned to the warehouse will be returned to the customer at the rate of our standard shipping charge
  • If you have received a damaged or faulty item please contact our Client Experience team before returning

    • 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

    Exchanges:
    We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 28 days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website or alternatively, please get in touch with our Customer Care team.

    Non-returnable:
    Please be advised that, unless faulty, we cannot accept returns for 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. For store purchases on non-sale (full price) items we offer an exchange or gift voucher within 14 days of purchase.

    We will only accept returns of non-sale (full price) items when returned in perfect condition with tags attached and with a receipt, as proof of purchase. We will not accept returns on lingerie that has been damaged or worn. Hosiery can only be returned if unopened. We cannot accept returns for lipsticks, lip balms, skincare or earrings due to hygiene reasons. All items purchased on sale are final and returns will not be accepted. Gift vouchers are not refundable.

    Please note that Boutiques located in Department Stores will adhere to the Department Store Return Policy. Online purchases cannot be returned to a boutique.

    How to return your order

    For your convenience, we offer an easy tracked return service for the below countries:

    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

    £4.00 (GBP)

    USA

    $15.00 (USD)

    Europe*

    €9.00 (EUR)

    Australia

    $35.00 (AUD)

    Canada

    $35.00 (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.

    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.

    Get in touch via email at [email protected], or alternatively call us on:

    UK, Europe, Australia & Rest of World
    +44 (0)203 308 9150
    Mon - Fri 9AM - 5.30PM BST

    USA & Canada
    +1-888-881-4986 (toll free)
    Mon - Fri 4AM - 12.30PM EDT