1. What is the Returns Policy?
We accept exchanges and refunds on all our knickers.
We only ask that the following requirements are met:
- The item/s must be in original condition, with all tags remaining in place, including the hygiene strip;
- Item/s must not have been worn, washed or altered in any way; and
- Refunds will be issued excluding the original shipping cost for goods shipped outside of the UK.
2. Are returns free?
The shipping cost incurred for returning item/s to Scrumpies for an exchange or refund are not covered or reimbursed by us.
3. How do I organise a return?
Simply email [email protected] and we will allocate a Returns Authorisation number for you, and give you all the details you need.
Please note we are unable to be held liable for the loss of your knickers being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.
4. Where do I send my return to?
We have a warehouse based in the United Kingdom, to facilitate all of our returns.
We will provide you with the full address when we allocate your Returns Authorisation number to you.
5. How long does it take for my exchange/refund to be processed?
We try and process returns as quickly as possible. If you are initiating a return, we try our best to reply with your Returns Authorisation number within 24 hours.
If you’re exchanging, we will send your new knickers out, and email you a new tracking number within 1-2 business days
If you’re refunding, we will refund you through the same method you used to pay within 7 business days.
6. What if my order arrives damaged or there is a fault?
Whilst we hope this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately at [email protected] so we can personally assist you and sort out your problem as quickly as possible.
What are the delivery costs and options?
We do everything we can to make sure your order is delivered on time and in full. For shipping to the UK, we currently use Royal Mail tracked 24 next day delivery with online tracking included. For deliveries to the EU and the Rest of the World, we use Royal Mail tracked international delivery. The charges are £5 for shipping to the UK and £10 for shipping to the EU and the Rest of the World.
For more than four pairs, contact [email protected]
Import duties, customs and taxes
You will be liable for all import duties, customs and taxes levied by the country your order is being shipped to. These will be due at the point of, or after, delivery. We are not liable for these charges, and they unfortunately cannot be reimbursed or refunded by us. If you are unsure of the charges, please contact your local customs office to find out more information.
Every order is tracked to your door
For maximum peace of mind, all orders are sent with tracking straight to your door. You can easily track your order on the Royal Mail website with the information tracking code we automatically send to you on the dispatch of your order.
Next day delivery in mainland UK
All orders received prior to 2pm on any business day should be dispatched that day for next working day delivery in mainland UK. Royal Mail aim to deliver the next working day with Royal Mail Tracked 24 but deliveries to certain postcode areas may take longer. Occasionally, there may be delays for reasons beyond our control, but we work hard to ensure that your next working day delivery runs smoothly.
All available items are in stock for same day dispatch. The tracking link in the email sent to you upon dispatch allows you to monitor the status of your order from dispatch to delivery.
Delivery to the EU and the Rest of the World
All deliveries to the EU and the Rest of the World are made through the Royal Mail tracked international service. Deliveries to the EU should be made within 5-7 days and deliveries to the Rest of the World will be between 5 and 10 days depending on the destination.
What if you are out when your order arrives?
For delivery in the UK, you will have the option of nominating a safeplace where parcels can be left if nobody is at home. Royal Mail will notify you which safeplace location has been delivered to if you do make use of this option. If you do not make use of this option, they will leave a “Something for you” card and you can arrange redelivery to your own address, free to another address in your postcode area or, for a small fee, to your local Post Office branch. You can arrange this on the Royal Mail website at https://www.royalmail.com/personal/receiving-mail/redelivery.
For EU and Rest of the World deliveries, arrangements will vary but you should track your parcel and follow the relevant instructions and you may have to go and collect your parcel from the nearest delivery office of the relevant Royal Mail partner.
What if your order doesn’t arrive when you expect?
If your delivery is more than the number of days specified above and you are not able to locate your parcel using the tracking service, please contact us. We will then do everything we can to track down your order.
Returns & Refunds
At Scrumpies, we’re not 100% happy unless you are, which is why we offer a simple and hassle free returns policy. Learn more about our returns policy on our Returns & Refunds page.