Free Returns & Exchanges

Returning policy

Pure Diva are proud to offer a 100% Satisfaction Guarantee and a simple FREE Returns policy.

Exchanges
We have two options for exchanging item(s), both of which are completely FREE.

You can exchange any item(s) using the FREEPOST address below, or the label provided in your parcel on your delivery note.

Non-returnable items include Note: For hygiene reasons we are not able to accept returns for the following items: Teddies, Body stockings, Hosiery or Knickers where the packaging has been opened.


If something is not right please do not hesitate to contact us immediately.

Unhappy with your purchase or wrong size?

Better get returning..

If any items appear to be faulty, please report this to our Customer Care team who will be more than happy to help.

If you’re returning a parcel from within the United Kingdom it’s FREE via Royal Mail, the prepaid label will be prefixed to the delivery note. Carefully repackage the item and attach the label to the parcel ensuring no other address is visible, then pop it into your local Post Office, Please return the goods to the following address with a copy of your invoice attached.

The returns cost from outside the United Kingdom is responsible by the customer and the full returns address can be found below, all other Terms and Conditions remain the same within our returns policy.

If you are unhappy with your purchase you are welcome to return the item(s) for refund or exchange subject to the following conditions.

1, Exchange FREE items will be sent to you free of postage costs.

2, Goods are returned within 30 days of delivery.

Please return the goods to the following address with a copy of your invoice attached.

3, Return Processing time: Once we have received your package. You will be notified via email once your return has been processed. If you have requested a refund, please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 2-5 business days). Original shipping charges are non-refundable.

5, Goods must be undamaged, item box should be send back undamaged, unwashed,  free of make-up stains and free of odour, unsoiled and have packaging & labels intact.

6, Non-returnable items include Note: For hygiene reasons we are not able to accept returns for the following items: Teddies, Body stockings, Hosiery or Knickers where the packaging has been opened.

Please note: We can accept corset, babydolls and clubwear & sleepwear exchanges where knickers have not been worn. Please check the fit before trying knickers.
This does not affect your statutory rights under UK law.
 
7, Please help us by providing an accompanying letter stating your name, address and the reason for return and whether you would prefer a refund or an exchange.

Faulty Goods or Incorrectly Supplied Goods?

If in the unlikely event we have supplied faulty or incorrect goods, firstly please accept our sincerest apologies.

You are welcome to return the item(s) subject to the following conditions:

1, Faulty items be return using the process outlined above. We ask that you contact us immediately & within 24 hours of receipt to report faulty so we resolve this issue for you.

2, Due to the delicate nature of our garments, items which are damaged in the course of normal wear and tear are not considered to be faulty and will not be accepted for return.

3, Our garments cannot be deemed faulty if washed incorrectly and no exchange / refund service will be provided. We take no responsibility id garments is damaged though incorrect method of washing.

4, Goods are returned within 30 days of delivery.

5, If you return your order by post, we recommend that you return the goods by registered post so that  you have proof of postage, as we cannot be held responsible for any parcels going missing during the transit.
Please return the goods to the following address with a copy of your invoice attached: Pure Diva Lingerie 8 Dock Road Chatteris PE166RE Cambs.
 
6, We will refund you within 14 working days, or if you prefer, exchange items will be sent to you free of postage costs.

7, Please help us by providing an accompanying letter stating your name, address and the reason for return and whether you would prefer a refund or an exchange.

Customers outside the EU

Note: Our returns policy above applies to all EU customers, for customers located outside the UK please be aware we will accept exchanges, refunds and returned faulty goods, but we do not offer refunds on carriage costs or free delivery of exchanged items, and nor do we cover return postage costs. If you are outside the EU and have a problem, please contact us first and we will advise the best way to resolve any issues.


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