Shipping Times & Rates
Delivery Promise
Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation emailed at the time you place your order. If no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances.
All deliveries will need to be signed for. For each address the following charges apply:
| Delivery |
Cost (£) |
Time to Delivery |
| UK Mainland Standard |
£6.00 |
2-3 Working days |
| UK Mainland Next Day |
£8.00 |
Next day (order before midday) |
| Saturday Delivery |
£20.00 |
Saturday (order before midday) |
| Channel Islands & Republic of Ireland |
£16.00 |
2-3 working days |
| Europe Standard |
£25.00 |
3-4 working days |
| Rest of World Standard |
£25.00 |
4-5 working days |
|
UK Mainland Delivery
Deliveries within mainland UK are sent via Royal Mail recorded post. Please note, a signature will be required upon delivery.
Non-UK Deliveries
International orders are generally delivered within 3 to 4 days, but please factor in any delays that may arise due to customs considerations. We use UPS, Fedex and Parcelforce to deliver our overseas orders and all deliveries need to be signed for.
Import Duty
If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Once the orders are accepted by us, we will send you an e-mail confirming the product has been dispatched. We aim to dispatch orders on the day of receipt, or at least within 2 working days of receipt (subject to order confirmation and credit card authorisation).
We use the latest encryption technology to ensure we offer the most secure credit card transaction facility available. Payment is accepted from Visa, Mastercard, American Express, Switch, Delta/Connect cards.
Payment is deducted from your account when the item has been dispatched. If your order has been split due to different availability dates then payment will be debited when each separate item is dispatched.
The total cost of your order includes the price of the item(s) selected, delivery and UK tax (VAT). You may be liable for other taxes if the goods are shipped out of the UK.
Returns Policy
Phoebe Carlyle customers can be confident that they are the only person who has ever owned the knickers/briefs/other 'bottoms' they purchase. We do this for reasons of hygiene and our customers appreciate our Returns Policy for the respect and care we take on their behalf.
We are happy to exchange or refund bras, bustiers, basques, robes, dresses and silk nightwear provided they are unworn and in perfect condition. Items we do not exchange or refund for reasons of hygiene are: briefs, strings, French Knickers, thongs, bodies, Bikinis, Swim Suits, Teddys, Twin Sets, Cami Sets, Cleavage Enhancers, Hosiery, Suspender belts, and Nipple Covers. This provision does not affect your statutory rights.
Our Customer Services team would be delighted to assist you if you have any questions during the purchase process – please email customerservices@phoebecarlyle.com.
Returning Your Purchase
If you do choose to return your purchase you may within seven working days, (beginning on the day after you received the Products), where you will receive a full refund of the price paid for the Products. The products must be unworn and in perfect condition with all packaging in tact and be accompanied by the sales receipt.
Please inform us in writing at customerservices@phoebecarlyle.com that you wish to return your purchase. We will issue you a Returns Authorisation Number, please quote this number when you return the product to us. The product must be returned within 7 days at your own cost and risk.
Customer Services Dept
Attn: Returns
Suite 160
61 Praed Street
London W2 1NS
customerservices@phoebecarlyle.com
Returns may be sent to our Customer Service Dept, or you may take your return to our retail stores in Kensington, London at the above address.