Customer Service
- Secure Online Ordering
- You can order and pay using our Secure Online Credit Card Payment form, directly from our secure online store.
Undieshop Online Credit Card Payments are handled by Axcess Merchant Services, the secure payment service provider. Everything that is transmitted via the internet is encrypted to protect your data, and nobody is able to obtain any of your card details or other information.
Axcess Merchant Services has the most up-to-date trading security systems in place, therefore allowing us to safely process all credit card details. All transactions are done behind state-of-the-art firewalls. None of your personal or bank details are left unencrypted on any remote servers, and no details are ever sent by email. - Why Shop Here
- Our unique dedication to your satisfaction means that you can shop at Undieshop with total confidence.
We aim to answer e-mails within 2 hours between 10.30am and 6pm Monday to Friday. This isn't always possible but we do our very best to keep you updated with the status of your order(s) and our huge product range. - Click and Collect Service
- This free service gives customers the freedom to collect their order at a time that’s convenient for them. Simply select Click and Collect at the checkout and then choose the desired collection store and we will email you when your order arrives and is ready for collection (generally within 48 hours - though this can take longer if we need to ship the item to your chosen location especially).
- Discreet Packaging
- All our packages are plain and discreet, with no branding visible. Discretion is important to us because it's important to you. We will not reference "Undieshop" or any other identifying description related to products designed for adults.
Your purchase will display as Libertybelle UK Limited on your debit or credit card statement. Nobody but you will know what's inside. All transactions are SSL protected.
What does the shipping package look like?
All orders are shipped in a plain, cardboard box or unbranded foil/jiffy bag. The shipping label will identify the shipper as "CDL."
Your items are usually dispatched within 3 working days, but please allow 7 working days. - Choose Your Delivery Option
- Our warehouse is based in south London. All of our parcels are dispatched RECORDED – so we are able to provide you with a tracking number. We will only send a parcel unrecorded if requested by the customer. STANDARD DELIVERY parcels are dispatched using Royal Mails Second Class Recorded service. EXPRESS DELIVERY parcels are dispatched using DPD's UK Next Day courier service.
Postal charges in the UK (inc N Ireland)
STANDARD DELIVERY.
Orders with the STANDARD DELIVERY (Recorded Mail) option selected will be delivered within the UK normally within 1-5 working days of dispatch. Goods shipped within the EU will normally be delivered within 10 working days and goods shipped to USA, non-EU Europe and the Rest of the World will normally be delivered within 15 working days of dispatch, in accordance with Royal Mail service stipulations.
All UK Recorded Mail options will require a signature upon delivery. If no one is available to receive the parcel at the specified address, the postman will leave a card detailing where the parcel can be collected or how to arrange a convenient redelivery. Any instruction given at the time of purchase asking for the item ‘to be left’ outside will be at the customer's own risk and Undieshop (Libertybelle UK Ltd) cannot be held responsible for any subsequent damage, loss or tampering of the parcel.
EXPRESS DELIVERY.
UK and EUROPEAN orders made with the EXPRESS DELIVERY option selected and that are received before 12 noon (GMT) will be shipped from our warehouse the same day, provided that there is stock availability. Your order will be received within 48 hours from the dispatch date. Any orders placed after 12 noon (GMT) will be dispatched from our Warehouse the following working day and will be received within 48 hours from the dispatch date.
USA and Rest of the World orders made using the EXPRESS DELIVERY option that are received by 12 noon (GMT) will be shipped from the warehouse the same day, provided there is stock availability. All such items will be received within 2 - 8 working days of the dispatch date.
Orders placed after 12 noon (GMT) on a Friday requesting EXPRESS DELIVERY, will not be processed until the following Monday morning as our couriers do not deliver on a Saturday or a Sunday. Any instruction given at the time of purchase asking for the item ‘to be left’ outside will be at the customer's own risk and Undieshop (Libertybelle UK Ltd) cannot be held responsible for any subsequent damage, loss or tampering of the parcel.
Please note EXPRESS DELIVERY is currently not available in the following countries: Cyprus, Greece, Hungary, Sweden or Turkey. Couriers standardly deliver between 9 am and 5 pm. We cannot dispatch EXPRESS parcels to a PO BOX Address as a signature is required on arrival. - Returns & Refunds
- Return an item
Undieshop accepts unwanted items for refund or exchange for up to 30 days. UK returns even include FREE return postage. All we ask is that these products are unopened, unused or unworn as appropriate.
It doesn't matter if you don't like the size, shape or colour of your new product when it arrives, as long as it’s not been used, and the packaging is undamaged, you can still return it.
You can try on your new underwear and clothing to see if it fits and feels sexy (but please keep your own undies on!). And if you don't like it? Just return it to us, again, we ask if you could return all labels and/or packaging.
We cannot accept any sex toy / intimate adult product which has been used, worn or placed on your genitals. Unless faulty. Please note that returned items will be checked for signs of usage and/or wear.
Faulty items will be replaced or exchanged up to 30 days after purchase unless otherwise stated in the product specification.
Our returns policy and your rights
The European Consumer Protection (Distance Selling) Regulations 2000 say that you have the right to cancel an order without giving a reason within 7 days.
At Undieshop.co.uk, we go even further. You can cancel your order within 30 days for a full refund (excluding P & P), in exceptional circumstances we may also charge a 15% restocking fee unless the item is faulty. Your money will be returned within 7 days from us receiving the returned product.
What you need to do
In all cases, you will need to complete a returns request to tell us the details of your return and be issued with a returns number. After your return request has been approved, we will supply you with a returns form and Freepost returns label. Please ensure that your returns form is filled out completely, to avoid delay in the refund and/or exchange of item(s).
Please ensure that you await confirmation from our customer services department and have received your returns form and Freepost label before returning your item(s).
Please ensure that you get a free certificate of posting from the Post Office upon dispatch and keep in a safe place.
Should your unwanted item be returned to us in an unsanitary, opened or used condition, we will have no choice but to decline your refund and return the item to you. We reserve the right to charge 15% re-stocking fee on all non-faulty returns.
Underwear, rubberwear and consumables are exempt from your right to return once they have been opened, used or worn. This includes, but is not limited to:
Lubricant Massage Oils Condoms Room Aromas Creams Rubberwear
Retail Stores
The above returns policy is only valid for purchases made through the Undieshop website and does not necessarily apply to purchases made in our retail stores. Please contact your local Undieshop store if you require more information.
Cancellation
If you wish to cancel or amend an order, please call our queries section immediately on 0800 783 7953 (from the UK; from overseas please dial +44 20 7260 2918), quoting your full name and address, and the order number which appears in your order confirmation. Please note that you should assume that the order might be dispatched immediately from the point that you have submitted it, and once an order has been dispatched it can neither be amended nor cancelled. However, by calling us you greatly reduce this risk of this happening.
It is the customer's responsibility to ensure that items requested are the correct size before a purchase is made. - Privacy
- Your privacy matters to us.
Customer information from an order is used to process and send orders to the customer. The customer's contact information is used to get in touch with the customer when necessary.
Financial information that is collected is only used to bill the customer.
While you shop, our software uses cookies to keep track of what you've bought... so that you can shop at all. When you return to shop again (before the cookies expire), your name and address will be pre-entered for you. These cookies live only on your computer, for a limited time.
Any information you give to Undieshop will be held with the utmost care and will be stored temporarily on a secure computer, accessible only to authorized Undieshop staff. The database cannot be unlawfully accessed.
This site may contain links to other sites. Undieshop is not responsible for the privacy practices or the content of the websites of other companies.
Undieshop accepts all major credit cards and is secured by Axcess Payment Services
- Security
- When ordering with us you can relax in the knowledge that your credit card information is safe and secure as we use Axcess Merchant Services to process our online credit card transactions.
Our shopping system takes advantage of Secure Sockets Layer (SSL) security, protecting the customer and Undieshop while sensitive information is in transit over the internet.
When you place an order, the SSL encrypts (scrambles) all information, before we collect it.
Your transactions are secure. If anyone could intercept the information, it would be meaningless.
All of your sensitive information is captured using 256bit SSL encryption, and as your payment is handled by Axcess Merchant Services, your card details aren't stored anywhere by Undieshop
We accept the following Credit and Debit cards
- Terms and Conditions of Sale
Buyer means the individual or organisation that buys or agrees to buy the Goods from the Seller.
Consumer shall have the meaning ascribed in section 12 of the Unfair Contract Terms Act 1977.
Contract means the contract between the Seller and the Buyer for the sale and purchase of Goods incorporating these Terms and Conditions.
Goods mean the articles that the Buyer agrees to buy from the Seller.
Seller means Libertybelle UK Limited trading as Undieshop of Unit 21 The I O Centre, Armstrong Road, Woolwich, London SE18 6RS.
Terms and Conditions means the terms and conditions of sale set out in this agreement and any special terms and conditions agreed in writing by the Seller.
Conditions
Nothing in these Terms and Conditions shall affect the Buyer's statutory rights as a Consumer.
These Terms and Conditions shall apply to all contracts for the sale of Goods by the Seller to the Buyer and shall prevail over any other documentation or communication from the Buyer.
Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyer's acceptance of these Terms and Conditions.
Any variation to these Terms and Conditions (including any special terms and conditions agreed between the parties) shall be inapplicable unless agreed in writing by the Seller. Any complaints should be addressed to the Seller's address at Unit 21 The I O Centre, Armstrong Road, Woolwich, London SE18 6RS.
Ordering
All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason.
Where the Goods ordered by the Buyer are not available from stock the Buyer shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund within 30 days.
Age of consent
Where Goods may only be purchased by persons of a certain age the Buyer will be asked when placing an order to declare that they are of the appropriate legal age to purchase the Goods.
If the Seller discovers that the Buyer is not legally entitled to order certain Goods, the Seller shall be entitled to cancel the order immediately, without notice.
Price and payment
The price of the Goods shall be that which is stipulated in the e-mail confirmation. The price is exclusive of VAT. The price includes delivery charges.
The total purchase price, including VAT and delivery charges, if any, will be displayed in the e-mail confirming the order.
After the order is received the Seller shall confirm by email the details, description and price for the Goods.
Payment of the price plus VAT and delivery charges must be made in full within 30 days of the date of despatch.
E-Vouchers
Undieshop e-vouchers cannot be exchanged for cash, replaced if lost or used as a deposit. When redeeming the e-voucher (s) the total sale must be equal to or exceed the transaction total. If the value of your items exceeds the amount of the e-voucher(s), the balance may be paid by credit or debit card. No part credit or refund will be given. E-vouchers expire one year from the date of issue and are in £ sterling.
E-vouchers cannot be used in part or full payment of Club Tickets or any other ticketed event or to purchase further gift or e-vouchers. E-vouchers are transferable and have a cash redemption value of 0.001p. Risk of loss, destruction or damage to the e-voucher remains with the customer. The entire value of the e-voucher must be used in a single transaction when redeeming online, please destroy the voucher after use.
When purchasing online, your e-voucher is redeemed when confirming your order at the checkout, if there is a remaining balance, this will be charged at the point of dispatch from our premises in London. If your order is cancelled, a new voucher will be issued. E-Voucher quantities should be checked immediately upon receipt and any discrepancies must be notified immediately to customer services.
Store and website terms and conditions, regulations, and licensing apply. Age limitations apply to the purchase of products. We reserve the right to change the Terms and Conditions at any time.
Delivery
Goods supplied within the UK will normally be delivered within 5 working days of acceptance of order.
Goods supplied outside the UK will normally be delivered within 10 working days of acceptance of order.
Where specific delivery dates have been agreed, and where this delivery date cannot be met, the Buyer will be notified and given the opportunity to agree on a new delivery date or receive a full refund.
The Seller shall use its reasonable endeavours to meet any date agreed for delivery. In any event time of delivery shall not be of the essence and the Seller shall not be liable for any losses, costs, damages or expenses incurred by the Buyer or any third party arising directly or indirectly out of any failure to meet any estimated delivery date.
Delivery of the Goods shall be made to the Buyer's address specified in the order and the Buyer shall make all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery.
Risk and Retention of Title
Risk of damage to or loss of the Goods shall pass to the Buyer on Delivery of the Goods.
Notwithstanding delivery and the passing of risk in the Goods, or any other provision of these Conditions, legal and beneficial title of the Goods shall not pass to the Buyer until the Supplier has received in cash or cleared funds payment in full of the price of the Goods.
Until payment has been made to the Supplier in accordance with these Conditions and title in the Goods has passed to the Buyer, the Buyer shall be in possession of the Goods as bailee for the Supplier and the Buyer shall store the Goods separately and in an appropriate environment, shall ensure that they are identifiable as being supplied by the Supplier and shall ensure the Goods against all reasonable risks.
The Buyer shall not be entitled to pledge or in any way charge by way of security for any indebtedness any of the goods which remain the property of the Supplier, but if the Buyer does so all money owing by the Buyer to the Supplier shall (without prejudice to any other right or remedy of the Supplier) forthwith become due and payable.
The Supplier reserves the right to repossess any Goods in which the Supplier retains title without notice. The Buyer irrevocably authorises the Supplier to enter the Buyer's premises during normal business hours for the purpose of repossessing the Goods in which the Supplier retains title and inspecting the Goods to ensure compliance with the storage and identification requirements.
The Buyer's right to possession of the Goods in which the Supplier maintains legal and beneficial title shall terminate if;
The Buyer commits or permits any material breach of his obligations under these Conditions;
The Buyer enters into a voluntary arrangement under Part 1 of the Insolvency Act 1986, or any other scheme or arrangement is made with his creditors;
The Buyer is or becomes the subject of a bankruptcy order or takes advantage of any other statutory provision for the relief of insolvent debtors;
The Buyer convenes any meeting of its creditors, enters into voluntary or compulsory liquidation, has a receiver, manager, administrator or administrative receiver appointed in respect of its assets or undertaking or any part thereof, any documents are filed with the court for the appointment of an administrator in respect of the Buyer, notice of intention to appoint an administrator is given by the Buyer or any of its directors or by a qualifying floating charge-holder (as defined in paragraph 14 of Schedule B1 of the Insolvency Act 1986), a resolution is passed or petition presented to any court for the winding up of the Buyer or for the granting of an administration order in respect of the Buyer, or any proceedings are commenced relating to the insolvency or possible insolvency of the Buyer.
Rights of seller
The Seller reserves the right to periodically update prices. The Seller shall make every effort to ensure prices are correct at the point at which the Buyer places an order.
The Seller reserves the right to withdraw any goods from its product list at any time.
The Seller shall not be liable to anyone for withdrawing any Goods from its product list or for refusing to process an order.
Warranty
The Seller warrants that the Goods will at the time of dispatch correspond to the description given by the Seller.
All other warranties, conditions, or terms relating to fitness for purpose, merchantability or condition of the Goods, whether implied by Statute, common law or otherwise are excluded, and the Buyer is satisfied as to the suitability of the Goods for the Buyer's purpose.
Cancellation and return
The Buyer shall inspect the Goods immediately upon receipt and shall notify the Seller within 7 working days of delivery confirming in writing if the Goods are damaged or do not comply with any of the Contract. If the Buyer fails to do so the Buyer shall be deemed to have accepted the Goods.
Where a claim of defect or damage is made the Goods shall be returned by the Buyer to the Seller. The Buyer shall be entitled to a full refund (including delivery costs) if the Goods are in fact defective.
The Buyer will be under a duty to take care of the Goods until they have been recovered.
Goods to be returned must clearly show the order number obtained from the Seller on the package.
Where returned Goods are found to be damaged due to the Buyer's fault the Buyer will be liable for the cost of remedying such damage.
Limitation of liability
In the event of any breach of these Terms and Conditions by the Seller the remedies of the Buyer shall be limited to damages which shall in no circumstances exceed the Price of the Goods and the Seller shall under no circumstances be liable for any indirect, incidental or consequential loss or damage whatever.
Nothing in these Terms and Conditions shall exclude or limit the liability of the Seller for death or personal injury resulting from the negligence of the Seller or that of the Seller's agents or employees.
Waiver
No waiver by the Seller (whether express or implied) in enforcing any of its rights under this contract shall prejudice its rights to do so in the future.
Force Majeure
The Seller shall not be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to acts of God, strikes, lockouts, accidents, war, fire, failure of any communications, telecommunications or computer system, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the Seller shall be entitled to a reasonable extension of its obligations.
Severance
If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid illegal or unenforceable provision eliminated.
Changes to terms and conditions
The Seller shall be entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.
Governing law and jurisdiction
These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English courts.