Our warehouse will be closed between 10-20 August for our team to have a much needed break.
Orders received before 12pm on 9 August will be processed same day. Orders received after this time will be sent out on 23 August.
Exchanges and Returns received during this time will be processed on 23 August.
Our Customer Services team will still be available to offer advice and provide updates where necessary.
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. If you need your order in a hurry, we offer a next day service, but we do need to recieve the order by midday in order to get this out to you. Please select the next day service at the checkout, this also applies to any orders made on Fridays which we can send out for a Saturday delivery if the order is received before midday (UK time)
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.
If you have pre-ordered an item, we will send you an email to let you know the estimated date of dispatch. Unless you notify us, we will keep any other items that you may have ordered at the same time, to be dispatched with the pre-order item when it arrives into stock.
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.
DELIVERY OUTSIDE OF 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 from 10 days to three weeks for delivery. Please give as much detail as possible in the address section including Postal Codes and Country names.
Violet Lake doesn’t offer free returns, however if you would like to exchange the items for a different style, size or colour, this will be dispatched at our expense.
At Violet Lake, we are extremely proud of our products. We believe in their quality and want you to be over the moon with your 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.
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 firstname.lastname@example.org 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.
3.) Please note that we can’t guarantee that all stock will be available should you decide to exchange any item.
RETURNING GOODS FROM OUTSIDE THE UK
In the event that you are returning items from outside the UK please make sure that if you are using a courier like UPS or DHL that you clearly state on the parcel that you are ‘Returning goods back to owner’ or that the items are ‘British Return Goods’. This should stop any expensive duty charges and also speed up the process of items being returned to us.
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 email@example.com. 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.
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.