Payment, Delivery and Returns
Which forms of payment do you accept?
We accept a variety of payment types including credit and debit cards, PayPal and bank tranfers. We also offer a Pay After Delivery option for our UK customers to buy now and pay later!
Pay After Delivery (UK Customers)
How do I pay after delivery?
If your shipping and billing addresses are both in the UK, you will see a option at checkout which allows you to pay after delivery. Unfortunately this option is not currently available outside of the UK.
If you select to pay after delivery, once we have dispatched your order Klarna will email you an invoice which you have 14 days to pay.
Can I pay at the time of ordering instead?
Sure! If you prefer to pay straight away, you have two options. You can either use our standard checkout provided by PayPal, or if you select Klarna you will have an option to send payment immediately instead once you have completed checkout.
What happens if I can't pay within 14 days?
If you select to Pay After Delivery, you will have 14 days from the date of dispatch to pay. Klarna will email you a reminder after 12 days so that you don't forget. If your payment due date has not yet passed, it may be possible to postpone it by contacting Klarna's customer service team direct here. Please note that Esty Lingerie is not able to postpone your payment for you.
For more information please view Klarna's terms and conditions.
How will my order be packaged?
All of our orders are carefully wrapped in tissue paper with our signature Esty Lingerie stickers. Items from our in-house collection will also be packaged in a reusable organza storage bag to make your purchase extra special!
If you are buying for someone else, we also offer a deluxe gift wrap service.
Is your packaging discreet?
Yes, the exterior of your parcel won't give away what's inside! We use plain grey packaging and the sender's address will state our registered business name Esty Online Ltd, rather than Esty Lingerie.
Can I track my order?
Yes, we will send you a tracking number in your 'order dispatched' confirmation email, unless your orders total is less than £15 in which case it may not be sent tracked.
How much does delivery cost?
Delivery is free for UK customers! For anyone else, we only charge you £4.99 (which is typically less than we pay).
Rest of World
Will there be any additional charges?
If your delivery address is outside of the European Union, there may be a customs charge to pay when the parcel arrives to your country. This charge must be borne by the recipient. Due to customs charges varying greatly between countries, we are unable to predict what this charge might be.
Will my parcel say what's inside?
We are required by law to indicate the content of the parcel for orders outside of the EU, however we do not use the word 'lingerie' and will write 'clothing' or similar.
Will I have to pay customs charges?
If your delivery address is outside of the European Union, there may be a customs charge to pay when the parcel arrives to your country. Due to customs processes varying greatly between countries, we are unable to predict what this charge might be or if you will receive one. Customs fees must be borne by the recipient.
Will I pay VAT on my order?
No. Due to being a small business, we do not charge VAT on any of our orders. Therefore all of our customers pay the same prices, with 0% added VAT.
Can I pay in my own currency?
Currently, we are able to accept payments in GBP, USD and EUR. You can change the currency in the top-right corner of our website. Currency conversions are based on the current exchange rate, which may fluctuate throughout the day.
Can I return my order?
Yes. We want you to be fully satisified with your purchase so if it doesn't fit, or you've simply changed your mind, you can return it within 14 days of receipt for a refund of the item's price or an exchange.
We regret that we are unable to refund or exchange items which have been worn, damaged, scented or soiled. We kindly ask that you try on any items with a gusset, such as knickers, over your own underwear and do not remove any swing tags until you are sure that you will be keeping the item. Hosiery cannot be returned once the packaging has been opened.
Items remain your property and responsibility until received by us, therefore we strongly recommend sending returns via registered post.
Can I return sale items?
Yes, our returns policy above applies to all items regardless of whether they're full price or on sale!
How do I return or exchange an item?
Simply complete the form provided in your parcel and post the item(s) back to the address shown below. If you are returning an item from outside the UK or EU, please ensure you clearly mark the parcel 'returned goods' to avoid customs charges, as you will otherwise be required to pay this before we can accept your return.
Esty Online Ltd
5 Buckingham Lodge
How long will it take to receive my refund or exchange?
Your refund will be processed within 7 days of receiving your return. If you have selected to exchange your order, your exchange will be dispatched within this timeframe.
What happens if I paid for my order with a gift voucher or loyalty points?
If you paid for all or part of your order with a gift voucher or loyalty points, you will be refunded via a new gift voucher or loyalty points credited to your account, up to the amount originally paid via this method. For example, if you bought a £20 item and paid £10 in loyalty points and £10 via credit card, we will refund £10 to your credit card and credit your Esty Lingerie account with £10 worth of loyalty points.