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Frequently Asked Questions


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Dispatch Policy

Whilst every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. Goods are normally dispatched within 2 working days of receipt and usually the next working day. If we are unable to dispatch your order within 7 days, we will contact you by e-mail with an estimated dispatch date and offer you the option of cancelling the order. Delivery can take up to 7 days within Europe, and 15 days for the rest of the world.

We ask customers to be aware that deliveries may experience delays due to Custom Authorities and their control measures of important goods. A recent strengthening of control measures, introduced by Customs Authorities in Russia, may lead to significant delays in the processing of shipments.

To ensure a quality service all orders are sent tracked using Royal Mail with overseas deliveries being passed on to the relevant delivery service once outside of the UK. Please be aware that once your order leaves the UK tracking may not be available. If you have any questions please do not hesitate to contact us and we will be happy to help.

Typically Second Class will take 3-5 days from dispatch to delivery, 1st Class 1-3 Days.

Postage costs

  • 2nd Class Royal Mail – Orders Under £40 – £3.99. Orders Over £40 -FREE
  • 1st Class Royal Mail – £4.99.
  • £9.99 for delivery to European Addresses
  • £10.99 for delivery to Rest of World addresses

We hope you’ll be satisfied with all our products but in the event you’re not, you can return it to us in the same condition you received it for an exchange or refund.

We want to make life as easy as possible for when these little shopping mishaps occur, which is why we offer a full refund or exchange within 28 days. All we ask is that the item is unworn, with your receipt and the original tags and packaging.

We will endeavour to process your return within 10 working days. However, during busy periods such as Christmas or sale, this may take a little longer.

If the seal of the pack has been broken we cannot accept the return of the product unless there is a product fault. A return will only be accepted if the item is unworn and the pack is unopened. Please do not send a return if you cannot satisfy these conditions to avoid disappointment.

You can return items back to us for a refund or replacement as long as:

  • The items have not been worn or washed
  • Labels still remain attached
  • Packaging is undamaged

There are a few Closet Petal items which cannot be returned for hygiene reasons, these are;

  • Our bath & body products
  • Our hosiery
  • Nipple covers
  • Underwear that has been worn

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Refunds are processed within 14 working days of receipt to allow for inspection onto the original method of payment (credit card, gift voucher or Paypal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.

We only offer size exchanges on the same product. Where available, replacement items will be dispatched within 14 working days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website or alternatively, please get in touch with our Customer Care team.

You can return items back to us for an exchange as long as:

  • The items have not been worn or washed
  • Labels still remain attached
  • Packaging is undamaged

There are a few Closet Petal items which cannot be returned/exchanged for hygiene reasons, these are;

  • Our bath & body products
  • Our hosiery
  • Nipple covers
  • Underwear that has been worn

If you need to return an item or exchange a purchase for the same item, send us an email at [email protected] and send your item to: Closet Petals, 78 Thornsbeach Road, London, SE6 1EU, United Kingdom.

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