Not one that we have been asked, but will have gone through a lot of peoples minds, it does ours when we are on the net. In short yes, we know that we rely on our customers to exist, we shop a lot online and know how scary it can be and all the stress and frustrations that can be involved. We want everyone to feel relaxed and look forward to getting their orders. We have made ourselves as visable as possible online, returns are super easy with a link on this site to create your own pre-paid returns label with Royal Mail that is fully tracked for your peace of mind, there will not be any "sorry, we did not receive it back" as we have experienced in the past. We have been on PayPal for the last 11 years, people trust PayPal so it was an obvious choice, the same goes for Trust Pilot who we use for reviews, people trust that they are not fake reviews as we do when we are shopping. Some of the following questions will hopefully help add to this question.
Of course, we welcome customers whatever platform they have chosen. However, with this site we have total control and do not have to meet the rules of Amazon, eBay etc some of which are quite customer unfriendly.
More importantly to a lot of people, we can offer cheaper prices here, we do not have the fees that the platforms charge, so we can do some discounts on some products which will be shown in the Sale section along with some bags that are very slight seconds at a lower than normal price.
We can do exchanges here, the platforms insist that we do a refund for any returns meaning you would have to re-order. A quick call or message and we can sort exchanges out and put products on reserve so that you are not disappointed.
Free returns, just as on the platforms you have access to a pre-paid returns label you do not have to contact us to ask for anything, please include the invoice and a note if you would like an exchange.
It is just Ang and I here, you will always have continuity on anything you need to sort out, there is no speaking to different people and repeating yourself all the time and getting nowhere as with big companies. You will deal with the decision makers.
This is one that has cropped up a lot more since COVID, yes we can in the UK, we can set up an order here and take your card details over the phone. We will never write your card details down, we will type them in as you tell us. The site is hosted by Shopify who have their own secure PCI certified payment system which accepts most cards including AMEX. We will Never have access to your card details, so will need to ask for every telephone order.
Again yes, you will be emailed when you place the order and when the order is posted out to you, this will include the tracking information. We ship orders received before 4pm the same day during the week and before 11am on Saturdays, there may be the odd exception to this if we are away for the weekend. This is one of the few downsides of it being just the two of us.
You can see the full delivery details HERE but in brief, for the UK we use Royal Mail Tracked 24 which should be delivered the following day except Sundays and Public holidays. Some remote areas will take two days, you can check your tracking for when delivery is expected.
For the USA and Australia, as standard we use DHL door to door Express Service, for Canada we use Royal Mail tracked International, they will pass over to USPS, Canada Post or Australia Post as soon as the item has cleared customs in the respective country.
In brief we have a 30 days from delivery return window, if there special circumstances please let us know as we will try to work with people where possible. From the 1st October we change our policy to be returned by the 15th January to allow for the Christmas period and unwanted or non fitting gifts. Again let us know if you have any special requirements. You can see full details HERE.
Yes,this is not a problem subject to the above timescale, please contact us if outside this.
If you do not arrange it with us first please include a note advising us that you would like an exchange and what you would like to exchange for. We would advise you to contact us first to make sure that we have what you would like, and we can then set it aside for you. You can see how to send back goods HERE.
No, for UK customers, we have pre-paid returns with Royal Mail, you can either print off a label, or download it to a smartphone or tablet and take it to a post office to print off for you. Please enclose the invoice so that we know who returned the item. For overseas customers we have a return address in their country, and if you contact us we can send you a pre-returns label to send back to this address. You can see further information HERE.
This can always be tricky for the receiver of the gift, and yes we can help.
If the price is the same we can do a straight swap, it is more we can take the difference by card payment over the phone, or we can set up a personal discount code for the value of the returned item. We can also do this is if you do not want to buy straight away, and no the discount code will not have a time limit on it, a personal bug bear of mine, vouchers, gift cards and the like that have to be used in a year.
Please get in touch with us first so we can sort everything out with you, we do not want any confusion and the person that sent the item to be refunded and letting the cat out of the bag. You can contact us HERE.
We will have times when we do not have the stock that we would want, bags are hard to get from Italy at the moment so it is best to contact us, we will happily make a note of what you would like and contact you when it arrives with us. Sometimes stock will already be on its way, we can advise you of the situation. Most nightwear we can get quickly as long as Slenderella have it.