QUICK, EASY & HASSLE FREE 30 DAYS RETURNS
We want you to be 100% happy with your ENDER LEGARD garment but understand that sometimes things just don't work out.
To request a return, email returns (at) enderlegard.com within 30 DAYS of receipt of your purchase and ask for your RMA# (Returns Merchandise Authorisation Number)
We'll reply with some simple instructions and all the necessary paperwork (if needed) for you to complete the returns process quickly. When requesting your RMA, please include the following:
• Subject Line: RMA Request
• Your Full Name
• Order # (e.g. EL1234)
• Reason for your Return (it helps us improve our garments and customer service)
*The Important SMALL PRINT*
We check all returned items for damage. It's common sense but worth mentioning that all goods need to be returned unworn and in a saleable, 'as new' condition to be eligible for refund. This includes the ENDER LEGARD presentation box. (If you are unclear as to what that means, please reach out at customercare @ enderlegard.com for clarification before you request your RMA#)
If the item has been altered (e.g. removing or re-attaching labels, garment tags, cup padding or straps), damaged (e.g. excessive creasing, tearing or fabric/ cup stretching) or marked in any way (e.g. makeup, perfume, body lotion etc) your return will unfortunately be rejected. Remember to always try on your purchase over your underwear making sure to keep the hygienic protector in place at all times. Only remove it once you are completely satisfied with your purchase and intend to keep it. We are unable to accept any item for return that no longer has this strip protector in place of that shows evidence that it has been removed and re-attached.
SUSTAINABILITY/ FREE RETURNS
We hate the idea of anything going to landfill so please return your item in the original (undamaged) presentation box and reuse the brown outer packaging to label and ship the item back to us. Presentation boxes that are not returned or returned damaged will be charged for at a cost of GBP5. We suggest using a trackable, insured service like your national postage carrier.
We think 30 DAYS should be more than enough time for anyone to evaluate our garments but if you do need more time (perhaps for a fitting appointment), just ask. We'll happily offer you an extension - but remember to first ask! Late returns or those without a RMA# or granted extension will not be accepted.
We'll work with you prior to shipping your garment to ensure you have chosen the right size, style and colour. If the garment you receive feels short in the torso or too large/ small in the cup, just get in touch. Sometimes all it takes is a minor adjustment to how you wear the bodysuit to achieve the perfect fit! Either way, we'll always do our best to make sure you have the garment you need. If an exchange is required, the following applies. For UK customers, exchanges are shipped at our cost. However, if the exchanged item is subsequently also returned for refund, our shipping cost for the exchange will be deducted from your refund total. For non-UK customers, we suggest purchasing the new size/ style as required, and returning the original item for refund.
PAYMENT OF REFUNDS
We aim to process refunds as quickly as possible. Sometimes this can take up to 21 working days after we receive your returned item (s) but in in most cases it'll be quicker (we'll let you know once it completes) Your refund will be credited to the original payment method you used a few days later, so be sure to check with your card provider/ bank or Paypal if you think they are taking too long (we have no control over this process)
We inspect all garments personally prior to packing and shipping them so that you can be assured they arrive as described, fit for purpose and of satisfactory quality. That said, we always advise customers to check the goods when they receive them (before trying them on) and to notify us of any damage within 48 hours of receipt. In the (unlikely) event that there's a manufacturing fault, goods may be returned to us within 30 days of receipt under The Consumer Rights Act 2015, for a full refund or exchange (if preferred). But remember, items that have been damaged as a result of normal wear and tear (including through customer carelessness or negligence) or modified (e.g. replacing the fitted fabric straps or cup padding with any alternatives) cannot be considered to be faulty. To request a Returns Merchandise Authorisation (RMA) number for faulty goods, just follow the same instructions at the top of this page.
There are a few conditions under which we can't accept returns, for example if you request a return later than 30 Days after you received your goods (unless an extension has been requested); You take longer than 14 days after receiving your RMA# to post the item back to us; You fail to return goods in an 'as new'/ saleable condition (as defined above); You return goods without an RMA number authorising your return.
At all times, if you need help with your returns, just call us on +44 (0) 207 252 4666 Mon - Fri from 10am - 6pm GMT, or email returns (at) enderlegard.com
DELIVERY TIMES // COSTS
All orders are shipped tracked and insured from London, UK with Royal Mail, FEDEX or UPS. Delivery estimates are based on standard shipping rates listed below. For urgent orders, express shipping options are available at checkout.
UNITED KINGDOM from £5.70
EUROPE (AT, BE, DK, FR, DE, IE, IT, NL, PL, PT, ES) from €14
EUROPE (other) from €15
USA & CANADA from USD$23
AUSTRALIA & NEW ZEALAND from AUD33
SOUTH & CENTRAL AMERICA from US$26
MIDDLE EAST & ASIA from US$33
SOUTH AFRICA from US$39
DUTIES, TAXES and CUSTOMS CHARGES
BREXIT update. As of 1 January 2021 the new UK and EU trade agreement establishes zero tariffs or quotas on trade between the UK and EU where goods meet the relevant rules of origin. For ENDER LEGARD lingerie garments under HS code 6212.10.10 that have been produced in Great Britain or the EU, the relevant EU law to claim Preferential (PREF) Duty of 0.0% is D2253/20.
Customers in the EU should therefore not be required to pay additional import duties on their purchase and ENDER LEGARD will always include all necessary commercial export documentation to facilitate customs clearances.
However, where your purchase exceeds the EU goods import threshold value of €139, your national customs department will levy standard VAT on your import.
This will vary depending on your location. For Germany for example, this will be 19%, France 20% etc. In real terms it means that your purchase from ENDER LEGARD should cost more or less the same as prior to BREXIT.
For customers from countries outside of the European Union, import duties will usually only apply if your order value goes over a certain threshold. For US customers this threshold is $800 and for Australian customers it is AUD 1,000. If you have been charged import duties and then want to return your item to us for a refund, you'll be able to reclaim these charges. Your Customs and Border Protection agency can offer guidance.
All items are shipped insured and tracked and will need a signature upon delivery at which point responsibility for your purchased goods passes to you. If you have specified a recipient other than yourself for delivery purposes (e.g. as a gift or if you are out) then you accept that evidence of a signature by them (or at the specified delivery address) is evidence of delivery and fulfilment by ENDER LEGARD Ltd and transfer of responsibility in the same way.
If you have additional questions about our delivery policy, call us on +44 (0) 7252 4666 Mon-Fri from 10am - 6pm GMT, or if you prefer email us at customercare @ enderlegard.com
Need more Help or Advice? Our stylists are available on LiveChat, by email, on Messenger or by telephone (+44 207 2524666) Mon to Fri from 10am - 6pm (GMT)
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