Returns & Exchanges
returns policy
FREE RETURNS ON FIRST ORDER IF YOU'VE ORDERED THE WRONG SIZE (within the UK)
Return can be made on your order/item(s) for a refund or exchange if we are notified within 14 days of receiving your order. Return postage on your first return with Valerie Lane will be paid for by us!. Any additional returns and exchanges on following orders will will be the responsibility of the customer.
If you are unhappy with your first order or the sizing is incorrect, please email customercare@valerielane.com and we will organise the return with you.
Any further return or exchanges we would strongly advise that you use a tracked service from your possession to our warehouse and to keep a copy of the postage invoice.
Items returned must be in the original condition, unworn, unwashed and all original tags attached. You will need to complete the returns label included with the order.
It's advised when trying on intimate items that you wear underwear. All items will undergo a thorough inspection upon return, if we deem the items unsaleable, you will not receive a refund and the item will be returned to you.
Due to hygiene reasons, we reserve the right to refuse item(s) returned if conditions are not met.
Our items are handmade and all quality checked before leaving the warehouse but if in the unlikely event that you receive a faulty or damaged product, we would need to be notified as soon as possible by email customercare@valerielane.com before returning the item(s) and we will assist you with your query.
For more information, please see our terms and conditions and privacy notice.
What is the returns process?
We appreciate that first time round you may order the wrong size so we offer free returns on your first order.
If it's your first return, please email customercare@valerielane.com for all other returns the process is below:
- Fill in returns label that was sent with your order
- Ensure all item(s) are packed in the original packaging with original tags attached.
- Include completed returns label.
- Take your parcel to the nearest post office, the returns address is (UK):
Valerie Lane
33 Glengall Road
London SE15 6NJ
United Kingdom
Returns and exchanges are the responsibility of the customer and we advise postage is tracked and that you retain proof of postage.
Please note, if you are in Australia and would like to make a return we have an alternate address that will be provided on request. Please email customercare@valerielane.com
Due to our smaller runs we can not guarantee we will have stock availability. In this case you will have the option of a full refund or store credit.
exchanges
We will ship all exchanges free of charge worldwide.
Purchased items are exchangeable into a different size and any products of the same value.
Exchanges are only processed upon receipt of returned merchandise and are subject on stock availability. It is also subject to items being returned in original, unworn with tag condition.
refunds
Refunds can only be issued to the original payment method.
If you were unsatisfied with the item(s) ordered, you may receive a full refund on item(s) within 14 days of receipt of order on unworn, unwashed items, all original tags attached and in its original packaging.
Refunds may take between 10-15 business days to process once an item(s) have been received at our returns facility.
Please note that refunds to debit/credit cards normally clear within 1- 2 working days, refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations