Returns & refunds


Returns policy

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

We offer FREE returns within the UK

Non-returnable items include Note:

For hygiene reasons we are not able to accept returns for the following items: Bodysuits, Teddies, Dresses from Body stockings collection & Bodystockings, Hosiery, Knickers, Jewellery and Nipple Covers. 

Return Authorization

1. Make sure your items are in their original unworn condition including tags and/or original packaging. Make sure you have all the item together  

2-To request a return just email us to sales@purediva.co.uk please complete the details below 

Reason #


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 via Royal Mail, the 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, Goods are returned within 40 days of delivery.

2. Packing and postage costs are not refundable.

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

4, 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.

 

Returning items 

Find your order number – you can find this on your paper receipt or online account.

Package up the items you wish to return securely in a box or jiffy bag. Please include a note in the package with your order number, name and address (this can be hand written, we don’t need anything fancy!), or a copy of the receipt if you have access to a copier.

Go to PureDiva Royal Mail returns

Fill in your information (order number, personal details and your reason for return).

This will generate a returns label you can print at home if you have a printer, or a QR code you can take into the Post Office to print for you if not.

Take your order to the Post Office and it will be returned to us. We will be in touch via email once your refund has been processed – this can take up to 7 days (but we try and be as quick as we can!).

If you are unsure about any of these instructions, or if you wish to exchange your items rather than get a refund for them, please don’t hesitate to get in touch via phone, live chat or email and we will give you a hand getting your items back to us.

Can I exchange items?

We do not offer exchanges but we welcome you to return your item(s) by mail in accordance with our Return Policy by using our online returns portal and repurchasing any available item(s) on our site.


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 40 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 7 working days

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.