Delivery and Returning Goods
Delivery
We'll ship your order as soon as we can, subject to payment authorisation and stock availability. We aim to send out all deliveries within 48 hours of receipt of payment. If we receive an order before midday on any working day we will dispatch the item the same day. On Friday's orders need to be made before 11.00 am to meet our courier deadline for the next day service.
Delivery in the UK is made with the Royal Mail Signed for Service, so you will need to insure that they will be someone to sign for the parcel, or it will get sent to your local post office for your collection.
We'll do everything we can to make sure your order arrives on time, but please allow for any adverse conditions which might affect deliveries in your area, such as extreme weather or postal strikes.
Christmas Period details:
We are unable to ship any good bought between the 25th of December 2011 and the 2nd of January 2012 until the 3rd of January. We apologise for this delay but our factory is closed for this Christmas period.
Delivery outside the UK
We strongly recommend using the DHL option when ordering items from outside of the UK as this is the most reliable and quick service. The Royal Mail International Service is un-trackable once the parcel has left the UK and from our experience, it can often take up to ten days for delivery. Please give as much detail as possible in the address section including Postal Codes and Country names.
Returns Policy
Violet Lake is proud of its products. We believe in their quality and want you to be completely happy with your purchase. If you are not, we will exchange it or give you a refund, provided that it is returned to us in its original condition & packaging, unworn, unwashed, and with all labels intact.
Please make sure that bikini bottoms are tried on over your own underwear. In the interests of hygiene, we may refuse returns where it is apparent this has not been done.
It is free to exchange items for a different size or colour based on stock availability. Shipping is free on the replacement item within the UK.
We are able to offer size, style and colour exchanges for items of equal price. We can only offer free postage on the first return of goods, subsequent style or size changes will be charged at full postal rates.
You may return or exchange all items sold by Violet Lake London within 14 days of receipt for an exchange or a full refund. The cost of returning an item is the responsibility of the customer unless the return is a result of our error or a faulty item. We advise you to send your return via 'signed for' or special delivery services provided by Royal Mail.
Please also note that we cannot accept returns on the following:
1.)Any item that is returned more than 14 days after receipt. After 14 days we can only offer exchanges if the items are still in re-saleable condition.
2.)Any item that is damaged or been used, has missing parts or is not in its original condition (unless originally acknowledged as being faulty) This includes the plastic hygiene shield in the bikini bottoms.
3.) All Sale items (unless faulty)
To return items for exchange or refund, please use the Despatch/Returns note that is enclosed in your delivery. If you have misplaced this note, please email us at returns@violet-lake.com quoting your original order number and telling us which products you are returning and we will email you back a simple form to fill out and send back with the goods. Please note that all refunds will be made to the credit card originally used to make the purchase. Please note: card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
4.)Please note that we can't guarantee that all stock will be available should you decide to exchange any item.
If you misplace your forms for returning items to us for exchange or refund. Please send the items to our warehouse at:
Violet Lake London c/o CMT
2 Station Park
Julias Way
Kirkby-in-Ashfield
Nottinghamshire
NG17 7RB
Lost or Damaged Goods
In the event that any Goods are lost or damaged in transit please retain the Goods (where damaged) and contact us immediately, either by email to orders@violet-lake.com, or by telephone on 020 7731 8462. In the case of faulty goods, please contact us within 5 working days to arrange a replacement. Please wait 7 working days from the date of your order before contacting us regarding non-delivery in case the delivery has been delayed.
Refunds
After we have received your refund request, we will process the refund and notify you via e-mail. The refund will be in the same form of payment that you originally used. Refunds will be dealt with within 7 business days of us receiving your return. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
Your refund outcome will depend on these aspects:
• Items that are not in the original condition they were sent to you, are damaged, or have missing parts for reasons not due to our error, cannot be refunded. This includes the plastic hygiene shield in the bikini bottoms.
• If we receive items within 14 days of receipt. After 14 days we can only offer an exchange if are not happy with your items.