Lingerie and swimwear from Debonelle.com


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FAQ - Frequently Asked Questions All information about Debonelle, using the website, ordering the products, processing and getting information about your order is detailed here below. If you want to read our Privacy Policy click here
About debonelle.com? debonelle.com is a specialist online lingerie retailer. We offer a select range of intimate wear rather than overload you with huge lists of stock. We have selected 100's of different bras, briefs, bustiers, babydolls, basques, strapless bras, cami tops, control briefs, suspenders, knickers, thongs, strings, shorts and much much more from 17 very special brands. About Debonelle Debonelle is a trading name of PCFM Limited. PCFM Limited is a UK registered company and our registered company number is 02363758. We are also registered in the UK for VAT, Registration Number 519706138. If you require any further information about debonelle.com please write to: Customer Services, Debonelle Lingerie, The Courtyard, Culcheth, Cheshire, England WA3 4HA What cards can I use on debonelle.com? We accept the following major Credit Cards Can I use my AMEX card on debonelle.com? Yes, we accept American Express Go to Top of Page What currency do I use on debonelle.com? All online transactions use UK Pound Sterling (GBP) To check values in other currencies please click XE Currency Converter. Go to Top of Page Can I pay in some other way ? We accept payment by Credit Card, Charge Card or Debit card on the debonelle.com website. Please note we DO NOT accept Payment on Delivery, Cheque, Bank Transfer, Bankers Drafts, Postal Orders or PayPal. Go to Top of Page Is it safe to order online? We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features: Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server Data Integrity – this checks the data being transferred to ensure it has not been altered We use secure Internet Transaction services from PROTX. Click below to learn more information about the security of your online transactions. I am worried about using my card on the Internet? If you are concerned about using a credit card on the web, we have another method for you to pay. Simply fill up your shopping cart with the items you require, go to the Checkout and select the delivery details you need. Then before you pay online, email us to say you want to PAY by telephone. We will call you to arrange payment for the goods in your shopping cart over the telephone. Thank you. Go to Top of Page Do I have to order online? You can attend our retail shop if you prefer. However ordering over the internet with Debonelle.com is the safest and most secure method of paying and we are pleased to accept your orders placed online. Go to Top of Page When Will I be Charged? When you reach the final billing page and press 'Transmit' we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards. If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a refund will be issued back to your card. If the payment is not authorised by your bank or card issuer, you will receive notification immediately advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time). Go to Top of Page Do you sell lingerie gift vouchers? We do sell gift vouchers, they are in £10, £20 and £50 denominations. We also sell gift vouchers in our retail shop. If you buy a voucher online, you will receive an email that will give you a unique code. This will enable you to use the voucher immediately for your purchases. Go to Top of Page
Can I pick up my order from your warehouse? Unfortunately it is not possible to pick up orders from our warehouse. But you can arrange to pick them up from our shop. The shopping cart has this option. Go to Top of Page Which countries do you deliver to? We regularly deliver across Europe, the US and Canada, Australia, the Middle East, Far East and a number of other countries. Go to Top of Page Do I have to pay import charges? Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Go to Top of Page Which courier company do you use? We use Royal Mail, Parcelforce and Interlink Express for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World. Go to Top of Page Can you leave the delivery at an agreed hiding place? If you place your order using our Next Day Delivery service the courier will attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place. Go to Top of Page What happens if I am not in for my delivery? If you are not at the specified delivery address the delivery company will leave a note for you to pick up at their central pickup point. Go to Top of Page What happens if my items are sent back to Debonelle? If for whatever reason you failed to pick up your delivery from the delivery company, the items will be returned to us. If you still require the items, you will be asked to pay for another delivery. If you do not want the items we will refund your payment less the delivery costs. Go to Top of Page Can someone else sign for my delivery? Yes, anyone at the specified delivery address can sign for the goods. Go to Top of Page Do you deliver to BFPO addresses? Most orders can be delivered to BFPO addresses. However, this is not possible for orders weighing over 2Kg that are being sent to BFPO addresses in the 600's and 700's. We therefore recommend, if placing a order containing many items that you place two orders, keeping each bulky item separate. If your order does weigh over 2Kg your entire parcel will be sent back to us. Please also note that Delivery to BFPO addresses is only available on Standard Delivery and that during registration you must enter your BFPO address as UK, rather than the country where you are posted. When we ship to BFPO addresses, Royal Mail delivers the parcel to the British Forces postal office in London, where the parcel is signed for. It is then the responsibility of the British Forces to ensure that the parcel is delivered to the correct location. Go to Top of Page
Will you be getting any more in? Use our contact page to seek more information on items in or out of stock. The Debonelle Customer Care team will tell you when a product will be back in stock. Go to Top of Page How can I tell a Friend about an item I want? Ismple. Go to the item you like. Select the size and colour you want and click the Email A Friend link (this is on the detail page) to inform your friend of your preferred item. We will send them a courtesy email telling them the item you want along with your preferred size and colour. Go to Top of Page I need more information about a product We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found on the page. If you need more detailed information, please contact Debonelle Customer Care quoting the product name and product description. Go to Top of Page I saw this item in an advert but cannot find it on your site This probably means that the product is temporarily out of stock or has been discontinued. The Newsletter which is free and sent to you via email every month tells you about all our new products and promotions and is the best place to keep up to date . Go to Top of Page The product I ordered is now reduced. Can you refund me the difference? Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order. Go to Top of Page Can you tell me where else I can buy this product? Please be advised that our Debonelle Customer Care team cannot tell you where else our products can be purchased. Go to Top of Page
My email address/login/passcode is not recognised If you are experiencing problems with your login details, try these solutions first: Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site. If you still cannot get in, register again using your email address and we will send you new login details. Maybe you have forgot your password? If so we can send you your password to the email address you registered with. Just click 'Forgot Password?' at the top of the page. If these are not successful or you have other email address or password related problems please contact Debonelle Customer Care with your query. Please do not ask us to do a partial search of the email address even if you own the whole domain address as this may reveal other private email addresses in the same domain. Go to Top of Page I'm having trouble with my basket If you experience problems with your shopping basket or some of the graphics appear blanked out, it may be because you are using the ‘back’ button on your browser, rather than the links in the website itself. Please try again using the links on or around the basket page and then only click on links within the Debonelle website. Do not use your 'back' button, or any other button on your browser if you can help it. The Debonelle website provides all the navigation necessary. If any problems persist please contact Debonelle Customer Care Go to Top of Page Why doesn't the site remember or save my email address? It does. We use cookies to help you remember the email address you used to register with us, please make sure that you can accept cookies from us, for an explanation of cookies click here. If any problems persist please contact Debonelle Customer Care Go to Top of Page Other Technical Problems Before contacting Debonelle, if you are a PC user, you can update your PC using the Windows Update tool. Please click here for details. If problems persist, please contact Debonelle Customer Care To help us look into your problem please try to include in your email as many of the following details as possible: Your Operating System (e.g. Windows XP, Mac OS 9.0) Internet Browser (Internet Explorer 6, Netscape 7.02) What URL you were trying to access (e.g. http://www.Debonelle.com/contact.aspx) What time the problem occurred Please cut and paste into the email any error message text that appeared on the screen Go to Top of Page I’m getting lots of pop-up ads when viewing your site Debonelle does not use or endorse any pop-up advertising that appears during your visit to our site. This intrusion is nothing associated with your time on the Debonelle website and is commonly known as spyware. You can remove it by using a tool such as SpyBot or Ad-aware, which is available to download here Go to Top of Page
Can I change my order? This will depend on the status of your order. Please check MyAccount and see your Order Tracking page (see Can I Track My Order?) to find out the status of your order. If your order status is 'Awaiting Dispatch' or 'Dispatched' then it will not be possible to amend it. If your order status is 'Awaiting Picking' then it will be possible to amend it. Please note that we can only: Change size and colour options Cancel items from your order or cancel your entire order Change delivery details Unfortunately it is not possible for us to: Add items to your order Upgrade your order from Standard Delivery to Next Working Day Delivery To change your order please contact Debonelle Customer Care with your Order Number and include details of the amendment(s) required. Debonelle Customer Care will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason. To change your Standard Delivery Order, click here. To change your Next Day Delivery Order, click here. Go to Top of Page Can you confirm you’ve received my return? Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used. Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return. If it has been more than 3 working days since we received your return please contact Debonelle Customer Care Go to Top of Page Can I return my gift voucher? Yes. We are charged by the banks for every refund. So if you decide you no longer need a voucher we must apply a 10% refund charge. We feel you will always be able to find something on debonelle.com to buy with your gift voucher so we expect this will be a rare occurence. If you still require a refund, then please email Debonelle Customer Care asking for an Online Voucher Refund and we will process it. Go to Top of Page Can I cancel my order? Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Debonelle, for a refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. These items are knickers, briefs, thongs, shorts and other bottoms as well as all hosiery. Often this is also noted in the product description. Order cancellations must be made in writing, quoting your order number, within 7 days to Debonelle Customer Care. To cancel your Standard Delivery Order please click here To cancel your Next Day Delivery Order, please click here If your order still says ‘Awaiting Picking’ (this can be found on our ‘Track Your Order’ page) it may be possible to cancel your order before it is dispatched. If however your order has already shipped, you will need to return the order to us. See How do I return an item(s) Go to Top of Page I’m not going to be in when you deliver my parcel. What will happen? The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. Go to Top of Page I forgot to use my Discount Code / I used my Discount Code but price stayed the same If you contact Debonelle Customer Care with your Order Number and a valid Discount Code, a partial refund can be issued to you for the value of the discount, before delivery charges. Please note before you contact us: Discounts apply to online orders only, and cannot be applied to previous purchases, redeemed for cash or used in conjunction with any other discounts or promotional offers. Go to Top of Page My order is a gift for someone. Can I add a message to it? Yes, this is a service we provide. There is a page as part of the ordering process where you can enter your own message. We will print this out on a leaflet and place this inside the packaging along with your order. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will not be sent to the delivery address. So if the order is a gift the recipient will not see how much was spent on the order. Your invoice is sent to you via email as soon as you order. Go to Top of Page You haven’t replied to my query It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Debonelle Customer Care team within 2 working days, please contact Debonelle Customer Care stating your secondary email address or a family member’s or trusted friend’s email address. Please include YOUR Name, registered Debonelle email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf. Go to Top of Page
Can I track my order? You can track your orders on-line. This page displays your order history as well as the status of any open orders. Next Working Day Delivery orders can now be tracked in more detail directly from the courier's website. Please visit Order Tracking and click on the 'Track this Order' link. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly. Go to Top of Page Where is my order? Standard Delivery Orders We aim to deliver Standard Delivery orders within 4 working days. Please not that this means your order may appear as ‘Awaiting Dispatch’ for 3 working days after your order is placed, especially at busier times of the year, such as Christmas. Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service. Once your order is displayed as ‘Shipped’ please remember to allow 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is ‘Shipped’ before contacting us. For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information. If you have followed the instructions above and still have not received your order, please contact Debonelle Customer Care with your query and order number. Next Working Day Orders You can track your Next Working Day Delivery order directly from the Courier's website. Please visit Order Tracking and click on the 'Track this Order' link for detailed tracking and status information on your order. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly. If you are expecting delivery of your order today (i.e. your order was placed before 2.00pm on the previous Working Day (Monday–Friday, except bank holidays)), please allow for delivery to take place up to 5.30pm. A courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post. If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot. If you have followed the instructions above and still have not received your order, please contact Debonelle Customer Care with your query and order number. Go to Top of Page
I need to return an item If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a refund less the value of postage and packaging on receipt of returned goods, or we will exchange the item for a different size / colour if preferred. Please note: If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund. Some products are non-returnable for hygiene reasons. These items are knickers, briefs, thongs, shorts and other bottoms as well as all hosiery. Often this is also noted in the product description. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. Please send returns to Customer Service, Debonelle Lingerie, the Courtyard, Culcheth, Cheshire WA3 4HA England Go to Top of Page Faulty item If the item you received is faulty, please contact Debonelle Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. I received the wrong item If the item you received is not what you originally ordered, please contact Debonelle Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Go to Top of Page How long will it take to refund me? Before contacting us please take note of the timescales required to process a refund: Please allow 3 working days from receipt of a return for us to process a refund. We will deduct the amount of postage and packaging from the refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent). After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days). Go to Top of Page When will I receive my replacement? Before contacting us please take note of the timescales required to process an exchange: Please allow 3 working days from receipt of a return for us process an exchange. Once the exchange has been processed please allow the following additional days for delivery of your replacement item: - UK – Up to 4 Working Days - European Union – Up to 8 Working Days - Rest of World – Up to 14 Working Days Go to Top of Page Part of my order is missing Regrettably mistakes can happen. If you have received you order and an item is missing, please contact Debonelle Customer Care quoting your order number and the missing item and they will investigate the matter further. Go to Top of Page Do I have to pay for return postage? If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. If the item you received is faulty, please contact Debonelle Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. If the item you received is not what you originally ordered, please contact Debonelle Customer Care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Go to Top of Page Why have you not refunded the delivery charge? Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund. Go to Top of Page The refund is for the wrong amount If you think you have been refunded the wrong amount please contact Debonelle Customer Care quoting your order number and the required refund amount. Please note Delivery charges are non refundable (unless you have received a wrong or faulty item from us) so you will be refunded the full value of the items returned less the delivery charge. Go to Top of Page
About Debonelle How do I order from debonelle.com? Welcome to Debonelle, the designer lingerie site. All the items you see are available to buy online. Simply click on the item you wish to buy, select the size or colour required and click 'add to basket'. You can then go back and add additional items to your basket or proceed to 'checkout'. Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent). Go to Top of Page Do you have a catalogue? No, Debonelle does not print a catalogue. New products are added to the site daily, so please visit the Debonelle.com site regularly to keep up-dated with all of the latest products. Go to Top of Page Do you have flyers or posters I can print off? Yes, Debonelle offers the following posters and flyers you can print off and put up in your office, garage, canteen or wherever. Also print them off and give them to friends to share the fun and style of Debonelle lingerie. Sports Bras - STOP The Bounce! Download Poster PDF (56k) debonelle.com online lingerie and great discounts Download Flyer PDF (163k) Go to Top of Page Do you have a Retail Shop? Yes, we have a retail shop where you can get sizing and product assistance. The address is at the bottom of the page. We are also a UK based Internet Retailer and deliver to most countries. Go to Top of Page Can I Contact you by Phone? We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else. Go to Top of Page Do you do wholesale? No we do not, we are a retailer and sell directly to our customers. Go to Top of Page
Corporate Enquiries IMPORTANT: Debonelle Customer Care queries will be answered via our Contact Page. The following email addresses are for Corporate and other Enquiries. Please respect our wish for appropriate routing of email For all corporate/shareholder enquiries please refer as follows:- Go to Top of Page
If you still cannot find the answer to your question please contact us Or call in at our Culcheth retail shop. Click below for details.