Returns & Exchanges

Returns, Refunds and Exchanges Policy

Last updated: 19 July 2026

We hope you love your order from Lara Noir Intimates. If something is not right, this policy explains how to request a return, exchange or refund.

Nothing in this policy affects your statutory rights under UK consumer law.

Change-of-mind returns

You may notify us that you wish to return an eligible item within 14 calendar days of receiving your order.

After notifying us, you must return the item within a further 14 calendar days.

You do not need to provide a reason for cancelling your order, although feedback is always appreciated and may help us improve our products and service.

Return eligibility

To qualify for a change-of-mind return, an item must be:

Unworn and unused
Unwashed and unaltered
Free from marks, makeup, perfume, deodorant, fake tan, pet hair or other signs of wear
Returned with all original tags attached
Returned with all hygiene seals fully intact
In its original packaging, where reasonably possible
In a condition suitable for resale

Please take care when trying on lingerie. We recommend trying items on over your own underwear and avoiding contact with makeup, perfume, deodorant or fake tan until you have decided to keep them.

We may reduce a refund if an item has lost value because it has been handled beyond what would reasonably be necessary to inspect it in a shop.

Hygiene-sealed intimate products

Certain intimate products are supplied with protective packaging or a hygiene seal. For health and hygiene reasons, these items cannot be returned once the protective packaging or hygiene seal has been opened, removed, damaged or broken.

This may include, where applicable:

Knickers, briefs and thongs
Crotchless underwear
Hosiery and stockings
Bodysuits and lingerie containing an intimate gusset
Other hygiene-sensitive intimate products supplied with a seal

An unopened item with its hygiene seal fully intact may still be eligible for return under the conditions above.

The hygiene exception does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Items that cannot be returned

Unless faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, we cannot accept returns of:

Hygiene-sensitive items with opened or broken seals
Worn, washed, altered or damaged items
Items with missing tags
Items marked by makeup, perfume, deodorant, fake tan or other substances
Personalised or custom-made products
Items returned outside the applicable return period without prior agreement

Sale and promotional items have the same statutory return rights as full-price items. They are not automatically excluded from returns simply because they were purchased at a reduced price.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible.

Contacting us within 48 hours of delivery, where possible, helps us investigate courier damage or packing errors quickly. However, failure to contact us within 48 hours does not remove your statutory rights.

Please provide:

Your full name
Your order number
A description of the problem
Clear photographs of the item
Photographs of the packaging, where relevant

Photographs help us assess the issue more quickly, but we will consider each claim fairly.

Depending on the circumstances, we may offer a refund, repair, replacement or another appropriate remedy. Where a return is required because an item is faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return-postage costs or provide suitable return instructions.

Please do not dispose of or return a faulty item until we have confirmed what to do.

How to request a return

To request a return, email:

customerservices@laranoirintimates.co.uk

Please include:

Your name
Your order number
The item or items you wish to return
Whether you are requesting a refund or exchange
A brief explanation, if the item is faulty, damaged or incorrect

For an ordinary change-of-mind return, you do not have to give a reason.

Once your request has been received, we will provide the correct return address and return instructions. Please do not send items to an address shown on a parcel label without contacting us first, as this may not be our returns address.

Contacting us for return instructions does not affect your statutory cancellation rights.

Return postage

For change-of-mind returns, the customer is responsible for the return-postage cost.

We strongly recommend using a tracked service and keeping your proof of postage until your refund has been completed. We cannot normally refund an eligible return that does not reach us, although your legal rights against the delivery provider may still apply.

If the item is faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return-postage costs where a return is necessary. Please contact us before purchasing return postage so that we can confirm the appropriate method.

Original delivery charges

If you cancel and return your complete order under your statutory cancellation rights, we will refund the cost of the least expensive standard delivery option offered at the time of purchase.

If you selected an enhanced, express or premium delivery service, the additional delivery cost above the standard rate will not normally be refunded.

Original delivery charges are not normally refunded when only part of an order is returned, unless required by law or agreed otherwise.

Refund processing

When your return arrives, we will inspect it and confirm whether the return has been accepted.

Approved refunds will be issued to the original payment method. We aim to process refunds promptly and, where statutory cancellation rights apply, no later than 14 days after receiving the returned goods.

Your bank, card provider or payment service may require additional time to place the funds into your account after the refund has been issued.

If a return cannot be accepted, we will explain the reason and contact you about the available options.

Exchanges

Exchanges are subject to stock availability.

If you require a different size or style, contact us as soon as possible. Where a direct exchange is unavailable, we may ask you to return the eligible item for a refund and place a new order.

Hygiene and return-eligibility conditions also apply to exchanges.

Cancelling an order before dispatch

If you wish to cancel or amend an order before it has been dispatched, email customerservices@laranoirintimates.co.uk as soon as possible.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or been handed to the courier.

If the order has already been dispatched, the standard return process will apply.