Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, products must be returned unworn, unwashed, in their original condition and with all tags and hygiene seals intact (if the product comes with a hygiene seal e.g. swimwear & underwear). You’ll also need proof of purchase.
If you order the wrong size or the size just isn't right for you:
If you have ordered a wrong size or your item/s just doesn't fit as well as you'd like, please do not hesitate to contact us and we will be happy to sort this out for you. Just make sure the item/s still meet the above conditions: unworn, unwashed & with all tags and hygiene seals intact (if the product comes with a hygiene seal e.g. swimwear & underwear) etc.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Swimwear/Shapewear Returns:
Products must be returned unworn, unwashed, in their original condition and with all tags and hygiene seals/liners attached. We ask that you wear underwear when trying-on your shapewear. We reserve the right to refuse returns that show signs of wear or do not meet the above criteria. Swimwear, (bikinis, swimsuits etc) can only be returned if the hygiene seal is intact and the swimwear has not been worn. In the interest of hygiene please do not remove your own underwear when trying on shapewear, swimwear and underwear. We will check all returned items to make sure they meet our shapewear & swimwear returns criteria. We reserve the right to refuse returns that show signs of wear or do not meet the above criteria. We highly recommend you carefully check the size guidelines of shapewear & swimwear before making a purchase.
Exceptions / Non-returnable items
Non-Returnable Items: Please note that, for hygiene reasons, garments such underwear, panties, briefs, thongs, hosiery etc. are classified as an "intimate item" by law and cannot be returned once opened. This policy ensures that these items are not worn or resold after being returned. For hygiene & customer safety, the following types of products cannot be returned unless faulty:
Underwear: If the hygiene seal is not intact or any labels have been broken.
Beauty products: if opened, used or the protective seal is not intact.
Pierced jewellery: if the seal has been tampered with or is broken.
In the interest of hygiene please do not remove briefs when trying on shapewear, swimwear and underwear.
None of these affect your statutory rights.
Please get in touch if you have questions or concerns about a specific product. Please note that, return costs are the responsibility of the buyer and are not refundable.
Exchanges
We currently do not offer exchanges, just returns. So if you are not entirely satisfied with your purchase, the best thing to do is to return it, if its a returnable product, and then order your desired product.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds:
To request a return, please contact us via our contact form or email us at: support@thehouseofreese.com or via our contact form. and we will provide you with the details of where and how to send your parcel. Please note, items sent back to us without first requesting a return will not be accepted. And once we have received your return & inspected your returned items, we will then go ahead and process your refund, provided the items returned are in the same conditions you received them. We will automatically refund you on your original payment method within 5 business days of us receiving your approved returned items.
We will send you an email confirmation when we have processed your refund. And depending on your bank or credit card company's processing time, it can take anywhere between 3-10 business days for your refund to appear in your bank account after we have processed it. If more than 15 business days have passed since we’ve processes your return, please contact us at: support@thehouseofreese.com or via our contact form.
Contact Info:
You can also always contact us for any queries or questions at: support@thehouseofreese.com or via our contact form.