| Please read our Shipping and Returns, Conditions Of Use and Site Security pages carefully
before making any transaction as they make up our full Terms and Conditions, which are the terms and
conditions under which we agree to sell products to you. If you have any issues or questions not
covered within the information set out below, please either email us via the online contact form, or by
phoning us on 01245 509982 (0044 1245 509982 Non-UK) Monday to Friday between the hours of 9am and
5:30pm UK time.
This page can be either read in its entirety, or by using the category links below:-
Registered Office
Use Of Website
Shipping & Handling (UK)
Shipping & Handling (International)
Parcel Discretion
Postage & Packaging Charges
Royal Mails Delivery Schedule
Unsigned For & Unclaimed Parcels (UK)
Unsigned For & Unclaimed
Parcels (International)
Goods Lost In Transit
Goods Damaged In Transit
Non Returnable Products
Exchanges
Returns & Credits
Faulty Products
Disputed Returns
Proof Of Parcel Receipt
Conditions Of Use
Site Security
Sweethearts & Tarts
380b Baddow Road
Great Baddow
Chelmsford
CM2 9RA
Tel: 01245 509982
By using this website, it is deemed that you have read and agree to be bound by our full Terms and
Conditions, as detailed within our Shipping and Returns and Conditions Of Use pages. If you do not
agree to be bound by these terms and conditions, please refrain from using this website. Your statutory
rights are not affected in any way by these terms and conditions, but we reserve the right to refuse to
supply goods at our discretion and without further explanation.
Standard Shipping
Orders are dispatched within 2-4 working days, however this period may be extended during busy times
such as Halloween, Christmas and Valentines. For tracking purposes, a Royal Mail online tracking
number will be supplied upon the invoice emailed to you at time of order dispatch. Any item(s) from
your order that are out of stock, will be shipped out to you upon stock replenishment which can take up
to 14 working days, and in extremely rare instances, up to 28 working days. In the event of an
extended wait on an item(s) you will be offered the choice of waiting for the item(s), suitable
replacement(s) or cancellation of the order item(s). PLEASE NOTE: If an order is required by a
particular date, please ensure that this information is included in the comments box at checkout else
it will be assumed you are happy to wait for your order.
Priority Shipping
Orders are dispatched the same day for delivery the next working day providing the order is received by
us prior to 12.00pm (UK time), and the items are physically available from stock. For tracking
purposes, a Royal Mail online tracking number will be supplied upon the invoice emailed to you at time
of order dispatch. Should any item or items be unavailable at time of dispatch, you will be given the
choice to either wait for the item(s), or cancel it/them. Priority Shipping is only ever applied to
your initial parcel and any items unavailable at time of initial dispatch will be sent to you at a
later date via our standard Recorded Delivery service. As with Standard Delivery, out of stock items
will be shipped out to you upon stock replenishment which can take up to 14 working days, and in
extremely rare instances, up to 28 days. In the event of an extended wait on an item(s) you will be
offered the choice of waiting for the item(s), suitable replacement(s) or cancellation of the order
item(s). PLEASE NOTE: If your order is not required the next working day, please include this
information in the comments box at checkout as it may give us the time we need to buy in out of stock
items, and therefore still fulfil your order in the time-scale required.
We are sometimes asked to either refrain from using the Recorded Delivery service as no-one is
available to sign for it, or add notes to Recorded or Special parcels, i.e., leave in porch, leave
behind gate etc. Whilst we are happy to do this for you, it does completely invalidate any claim we
may have with Royal Mail in the event of loss or damage. In view of this we need to point out that we
will only do this upon written request, i.e., note within original order or via email, and that it is
done completely at your own risk. Under no circumstances whatsoever will be held responsible for the
loss of or damage of these parcels, as the postal services offered to you adequately insures against
these instances provided a signature is obtained upon delivery. We will also not be held responsible
for items delivered to and signed for by a neighbour, or workplace colleague, any dispute you may have
regarding lost parcels will have to be taken up directly with them as they automatically take
responsibility for the parcel upon signature.
PLEASE NOTE: Payment, unless you have paid by Paypal upon special request, is never taken from your
card until your order is packed for dispatch.
Overseas Shipping orders are dispatched within 2-4 working days, however this period may be extended
during busy times such as Halloween, Christmas and Valentines. For tracking purposes, a Royal Mail
online tracking number will be supplied upon the invoice emailed to you at time of order dispatch. Any
item(s) from your order that are out of stock, will be shipped out to you upon stock replenishment
which can take up to 14 working days, and in extremely rare instances, up to 28 working days. In the
event of an extended wait on an item(s) you will be offered the choice of waiting for the item(s),
suitable replacement(s) or cancellation of the order item(s). PLEASE NOTE: If an order is required by
a particular date, please ensure that this information is included in the comments box at checkout else
it will be assumed you are happy to wait for your order.
We are sometimes asked to either refrain from using the International Signed For service as no-one is
available to sign for a parcel, or add notes to the parcels, i.e., leave in porch, leave behind gate
etc. Whilst we are happy to do this for you, it does completely invalidate any claim we may have with
Royal Mail in the event of loss or damage. In view of this we need to point out that we will only do
this upon written request, i.e., note within original order or via email, and that it is done
completely at your own risk. Under no circumstances whatsoever will be held responsible for the loss
of or damage to these parcels, as the postal service offered to you adequately insures against these
instances. We will also not be held responsible for items delivered to and signed for by a neighbour,
or workplace colleague, any dispute you may have regarding lost parcels will have to be taken up
directly with them as they automatically take responsibility for the parcel upon signature.
PLEASE NOTE: Overseas payment will always be collected upon order acceptance.
All our products are dispatched within discreet plain packaging with no logos or mention of our company
name. Only our office address will be printed on the postage label for the purpose of lost or
unclaimed parcels.
Postage and Packaging is charged on a "per order" basis, at the following rates:-
UK
£ 2.95 RM 1st Class Recorded Delivery Service (Signature Required)
£ 9.95 RM Special Delivery Service (Signature Required)
Europe
£ 8.95 RM Internationally Signed For Service (Signature Required)
International
£14.95 RM Internationally Signed For Service (Signature Required)
1st Class Recorded Delivery
1 to 2 working days, however, delivery to locations further away may take slightly longer. Please
note, that whilst Royal Mail aim to deliver 1st class mail the next working day, they do not guarantee
delivery times.
Special Delivery
Guaranteed pre 1pm delivery for the next working day. Please note that Royal Mail do not consider
Saturday a working day, so although parcels shipped on a Friday via this service may arrive on a
Saturday, they do not guarantee this delivery time.
Internationally Signed For (Europe)
3 to 4 working days. Please note, that whilst Royal Mail aim to deliver within this time-frame, they
do not guarantee delivery times, this is dependant upon country and postal authority in question.
Internationally Signed For (International)
5 to 7 working days. Please note, that whilst Royal Mail aim to deliver within this time-frame, they
do not guarantee delivery times, this is dependant upon country and postal authority in question.
PLEASE NOTE that we will not be held accountable for the failings of the postal system to meet their
advertised delivery schedule. Once a parcel leaves our premises it is completely within the control of
Royal Mail or local postal carrier, any blame should therefore be apportioned to them. This does not
however affect your statutory rights.
If you are not around to take receipt of your parcel, it will be automatically taken to your local
sorting office, and a card with tracking number will be posted through your door. Your parcel can then
either be collected in person for which you will need proof of identity and the Royal Mail delivery
card, or, if this is inconvenient, you can give Royal Mail a call on the number provided and arrange
re-delivery. Unclaimed parcels will be returned to our offices after 7 calendar days, at which time
they will be automatically resent to you, and the re-postage cost recharged to your debit/credit. Re-
postal charges will be calculated at our standard rates as set out above, however, in the event that
re-postage goes over this amount due to parcel weight or value, re-postage will be charged at actual
cost price to us.
As we are unfamiliar with the workings of other countries postal system, we are unable to accurately
advise on what happens if you or another person is not around to take receipt of your parcel. Our
understanding is that it will be taken to your local sorting office for collection, or that you will be
offered the option of redelivery, however we are not sure of the accuracy of this statement. What we
can say for sure is that any undelivered or unclaimed parcels should eventually be returned to us by
the carrier, but again, we are unable to offer a specific time-line on this as it is dependant upon the
country and carrier in question. All undelivered or unclaimed parcels that arrive back at our offices
will be automatically resent to you, and the re-postage cost recharged to your debit/credit card. Re-
postal charges will be calculated at our standard rates as set out above, however, in the event that
re-postage goes over this amount due to parcel weight or value, re-postage will be charged at actual
cost price to us.
Royal Mail does not consider parcels lost until a specific amount of time has elapsed for each delivery
zone, being UK, Europe and International. This wait period is calculated on the probability of a
parcel arriving anywhere up to that point in time. Wait periods for each delivery zone are as
follows:-
UK – 15 working days
Europe – 20 working days
International – 25 working days
If your parcel does not arrive within the standard delivery period set out within the Royal Mails
Delivery Schedule section detailed above, please notify us via email so we can make a note on our
files. Unfortunately there is then nothing further we can do until the delivery wait time has elapsed,
as there is still a chance your parcel can arrive anywhere up until that time. Should the wait period
does elapse, and your parcel still not arrive, please notify us again via email, at which time we will
be in a position to raise a claim against Royal Mail for your missing parcel. Royal Mails claim
process takes from 2-4 weeks from time of receipt of claim and supporting documents. During this
period there is unfortunately nothing more we can do while we wait for them to carry out their
investigation, as they may in fact find your missing parcel and arrange delivery of it to you without
our knowledge. As soon as we receive written confirmation that Royal Mail agree the parcel has been
lost and accept liability for the claim, replacement goods or a full refund will be offered to you.
PLEASE NOTE: Royal Mail are an excellent postal service, and we can report that in all our years of
trading they have only ever lost two of our parcels.
In the unfortunate event that your goods become damaged in transit please notify us within 48 hours.
For goods that require a signature please ensure that you record details of the damage on the delivery
documentation to support our claim, and again, notify us within 48 hours. Proof of damage will be
required by us in order to facilitate our claim against Royal Mail. In view of this it is absolutely
imperative that you return all original packaging to us together with any damaged items in order to
support our claim, failure to do so may invalidate the claim, and liability will therefore fall to the
customer. Damaged goods and all original packaging must arrive back with us within 7 working days from
the day after receipt, although sooner is appreciated. As soon as goods arrive back with us a claim
for the damage will be raised against Royal Mail, and once we have received written confirmation that
they accept liability for the claim, replacement goods or a full refund will be offered to you.
We will not under any circumstances accept returns on the following products due to hygiene reasons:-
Knickers, Thongs and G-Strings (unless part of a set).
Tights, Stockings and Socks.
Bodystockings or any item construed as hosiery, i.e., net, mesh and fishnet.
Red Diamond items containing an intimate gift.
Nipple Pasties.
Jewellery.
Hats and Wigs.
Medical Tape.
Should any item be unsuitable or ordered in the wrong size (with the exception of those excluded and
detailed above), we will be happy to offer an exchange for replacement goods. Whilst we endeavour to
supply all exchange items as quickly as possible, items that have become out of stock may have to be
ordered in from the manufacturer meaning you may experience a wait time for your goods. Exchanges are
offered to our customers as a gesture of good will, and are therefore subject to a re-shipping fee
which will be calculated at our standard rates as set out above. Any debit or credit balance arising
as a result of your exchange will be either credited back to, or recharged from the credit/debit card
from which original payment was taken.
All exchanges must arrive back with us within 7 working days from the day after receipt, although
sooner is appreciated. This policy is in accordance with current UK laws, and we have no obligation to
offer an exchange on any item(s) arriving after this time. Please note that as most orders shipped
from our office are sent via a traceable means, supporting proof of receipt can always be obtained from
Royal Mail, should it become necessary due to a dispute. It is entirely the responsibility of the
customer to ensure that the appropriate postal service is used in order to meet this time-scale, as is
the postal cost of returning the item(s) to us. You should also be aware that we will not accept any
financial liability for any parcel that may become lost or damaged whilst on its way to us, so please
ensure that you send it via a service offering you the relevant level of compensation and that any
supporting document is retained. Should an item become lost or damaged, it is the customers’
responsibility to make a claim against Royal Mail, we will however assist you as much as possible, and
supply you with any supporting documentation necessary.
We are pleased to offer a 100% guarantee that if you are unhappy with any received item(s) (with the
exception of those excluded and detailed above), you will be offered an exchange or full refund (less
postage) upon receipt and inspection of the item(s) by ourselves. Please note that all returns are
accepted as an act of good will, and any offer of exchange, refund or credit is at our discretion.
For hygiene reasons we would ask that you ensure that all set panties and swimwear are tried on over
your own underwear, and shoes are only tried on within a clean and carpeted area in order to protect
the soles and heels.
Please note that whilst we are happy to accept courtesy returns, there are a number of policies that
must be adhered to, being:-
All returns must be agreed with us in advance, so please either email us or call us for
authorisation, at which time you will be supplied with a returns code for tracking purposes.
Items that are returned to us without following this procedure will not be accepted,
and customers will be
given the choice of either having the goods returned to them for which
a re-shipping fee will apply, or
disposed of at their written request.
Our re-shipping charges will be calculated at our standard rates
as set out above, however,
in the event that re-postage goes over this amount due to parcel weight or
value, re-postage
will be charged at actual cost price to us.
All returns must arrive back with us within 7 working days from the day after receipt, although
sooner is appreciated. This policy is in accordance with current UK laws, and we have no
obligation to offer a refund or exchange on any item(s) arriving after this time. Please note
that as most orders shipped from our office are sent via a traceable means, supporting proof
of receipt can always be obtained from Royal Mail, should it become necessary due to a
dispute.
It is entirely the responsibility of the customer to ensure that the appropriate postal service
is used in order to meet their returns period expiration.
The customer is responsible for all return postage fees.
In case of transitional loss or damage, it is the customers’ responsibility to ensure that
the relevant level of compensation has been applied to parcels and any supporting
documents retained. We will not accept any financial liability for any parcel(s) that may
become lost or damaged whilst in transit to us. Should an item become lost or damaged, it is
the customers’ responsibility to make a
claim against Royal Mail, we will however assist you
as much as possible, and supply you with any supporting documentation necessary.
Approved returns must include either a copy of the delivery note, sales invoice or hand
written customer details including returns code as your return will not be traceable without
this information. Further sales documentation can be emailed to you upon request. Please
ensure a suitable pen is used for hand written details, as ink, pencil and crayon are easily
transferred to fabric.
Offer of a refund/credit will not be confirmed until the goods are received back at our offices
and garment inspection and testing has been conducted by our Returns Department.
Original postal fees will be deducted from all offers of refund/credit, unless goods have not
yet been received or are faulty.
All items must be returned in the condition received, and fully re-saleable, being:-
- Hanging items must be returned in protective wrapper, unworn,
unwashed,
have all identity labels still in tact and advertising packaging and hanger included.
- Boxed and packed items must be returned within undamaged box or
packaging, unworn,
unwashed and with all identity labels still in tact.
- Shoes must have no scratching to the soles or heels.
- Sealed items must be returned unopened with seal still in tact.
Returns will not be accepted under any circumstances for the following reasons:-
Unauthorised returns.
Returns received outside of the courtesy returns period.
Returns with identity labels removed. Please ensure that these are
only removed once you
have decided to keep your order(s).
Signs of wear. All returns will be thoroughly checked for any signs
of wear, and we may also
perform chemical tests to detect body odour and deodorant. If there is any
evidence that the
item has been worn or is not in a resalable condition, photographic evidence will be
taken,
and your return denied.
Marking, including skin, make-up, deodorant, pet hair, pen, pencil,
crayon, and scratching to
shoes soles and heels.
Odour, including body, perfume, cigarettes, pets and general
household smells.
Whilst we endeavour to process returns as quickly as possible, they are not done on a individual
basis so can take up to 21 working days from receipt of item(s) at our offices, and 28 working days
during extremely busy periods, such as Halloween, Christmas and Valentines. If you have not received a refund once this period has expired, please contact us either by email or phone and we will investigate the matter. Please note that we are unable to answer queries regarding returns until after this time has elapsed.
Unapproved returns will be held in “Dispute”, and you will be notified of this within 21 working
days from receipt of item(s) at our offices, and 28 days during extremely busy periods, such as
Halloween, Christmas and Valentines. All return packaging and supporting photographic evidence will be taken and stored in evidence of the dispute. Items held in dispute will not be refunded, credited or
exchanged and a reason for this decision will be provided upon requested. Whilst we are happy to re-
ship such dispute items back to you, they are subject to a re-shipping charge. Our re-shipping charges will be calculated at our standard rates as set out above, however, in the event that re-postage goes
over this amount due to parcel weight or value, re-postage will be charged at actual cost price to us. Alternatively the disputed item will be destroyed at your written request, or within 91 calendar days of receipt, whichever is the greater.
The above policies and exclusions do not affect your statutory rights.
Whilst we quality control all of our products, sometimes less obvious faults can be missed. Should a
product arrive with you faulty, please let us know within 48 hours and we will be happy to offer you a
full refund, credit or exchange for the item once it arrives back with us and has been fully inspected
and tested. As with exchanges and returns, various policies and exclusions are in place, so before
returning any item(s) please ensure that you have read and adhered to all points set out within the
RETURNS & CREDITS section above. All faulty products must arrive back with us within 7 working days
from the day after receipt, although sooner is appreciated. This policy is in accordance with current
UK laws, and we have no obligation to offer an exchange, credit or refund on any item(s) arriving after
this time. Please note that as most orders shipped from our office are sent via a traceable means,
supporting proof of receipt can always be obtained from Royal Mail, should it become necessary due to a
dispute.
We would like to point out that under no circumstances will we be held under any liability in the
respect of any defect arising from fair wear and tear, negligence, abnormal working conditions, wilful
damage, misuse, alteration or repair of the goods without our approval.
Any returned goods that we receive which are outside of this Returns Policy will be defined as
“Disputed”. Packaging and supporting photographic evidence will be taken and stored in evidence of the
dispute where appropriate. Items held in dispute will not be refunded, credited or exchanged and a
reason for this decision will be provided upon request. Whilst we are happy to re-ship such dispute
items back to you, they are subject to a re-shipping charge. Our re-shipping charges will be
calculated at our standard rates as set out above, however, in the event that re-postage goes over this
amount due to parcel weight or value, re-postage will be charged at actual cost price to us.
Alternatively the disputed item will be destroyed at your written request, or within 91 calendar days
of receipt, whichever is the greater.
As all orders shipped from our office are sent via a traceable means, supporting proof of receipt can
always be obtained from Royal Mail, should it become necessary due to a dispute.
E & OE
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