WHY HAS MY PAYMENT DECLINED?

There are many factors that can cause a payment to decline. To help ensure this doesn’t happen when you retry, please try the following:

• Check the card details are correct; including the expiry, security code and billing address.
• If you are using a form of payment such as Apple Pay or Google Pay, ensure your details are up to date.
• Instead of selecting the billing address ‘same as shipping address’, please untick this option and try typing out the address.
• Your bank has likely declined the payment. You may wish to call them to find out why.

Please note: You will NOT be charged unless you receive an order number. There may be times when your bank withholds the amount of your declined payment. If you see any pending transactions on your bank statement, please contact your bank to confirm when these funds will be released.

 

WHY HAS MY ORDER BEEN CANCELLED?

Fraudulent

An order may be marked as fraudulent if you have entered the wrong shipping and payment details. To help ensure this doesn’t happen when you retry, check that the card details are correct; including the expiry, security code and billing address.

Stock Discrepancy

You will receive an email if your order has been cancelled due to a stock discrepancy. Please be sure to check your Inbox, Junk and Spam folders so we can find a fast resolution for you.
If you have not received an email, reach out to our Customer Obsessive team via our 24/7 live chat.

 

WILL MY ORDER BE PACKAGED DISCREETLY?

All online orders are wrapped and placed in a black satin bag inside a luxurious black box. Your order is then placed in an unmarked shipping satchel with no logo or brand name for discreet and private delivery.

WHERE IS MY ORDER?

Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you wish to view the status and tracking of multiple orders, you can do this from your account login.
Please note:

• Some orders may be shipped from multiple locations, and your items may be delivered on different days.
• When an item is travelling overseas or across state borders, it may take a few days to update on your tracking.

If your expected delivery date has passed, please allow 1-3 business days for tracking updates to occur.

 

I HAVE RETURNED AN ITEM - WHAT HAPPENS NEXT?

Keep the details of your tracking number so you can see when it arrives back to us. Once it has arrived, your return will be processed within 14 business days. Please allow additional processing time over sale / holiday periods.
After your exchange/refund has been processed, you will receive an email as confirmation.

 

HOW SHOULD I WASH MY LINGERIE?

To keep your gorgeous new goodies in their best condition, we suggest gentle hand washing in cold water only. This helps to preserve shimmering foil, lace or trims.

• Do not use any harsh soaps or chemicals
• Avoid washing detergents that contain bleaching elements or ‘oxy-action’
• Do not rub or wring
• Do not iron or dry clean
• Line dry only, preferably in shade