Delivery and Returns

Delivery

We aim to deliver all UK orders within 2-4 working days, and all international orders within 3-6 working days subject to local customs. You will be sent an email once your order has been shipped. This will contain tracking information so you can follow the journey of your order. All orders are sent via an express, tracked delivery service. Delivery service provider may vary by location to ensure you receive your order as soon as possible.

Please refer to the table below for fixed shipping costs by location. These will be shown to you at the point of checkout:

 

Location	Cost
UK	£15
Europe	£25
USA	£25
Rest of World	£35

 

 

Taxes and Duties

If you are based outside of the UK, in Europe, the USA or the rest of the world, you may have to pay duties and import taxes on your Scarlett Gasque order. For your order to be released from customs, it is vital that you pay these costs. You will be contacted directly on how to proceed with payment. Sometimes, additional proof of identity is required such as passport information. Delay in payment will result in delivery delay outside of Scarlett Gasque’s control. We are unable to provide cost or timing guidelines as these vary by location. Please contact your local postal service for more information.

 

Returns Policy

We hope your Scarlett Gasque pieces are perfect for you! However, we offer a 14-day refund or exchange policy on all items. Please note- any orders placed in December can be returned/exchanged until 10th January. 

Please ensure all item(s) are returned in their original, unworn condition with all tags attached. Thongs and briefs must be tried on over existing underwear and returned with hygiene labels attached. We cannot offer returns on items that do not meet these criteria, or that have been worn or damaged. Items do not need to be returned in their original packaging.

If you are based in the UK, please head to https://www.royalmail.com/track-my-return to generate your free returns label. Your order can then be returned to us by Royal Mail’s fully tracked returns service. 

If you are based anywhere outside of the UK, please complete our Returns Form to return or exchange items.

Please contact us at info@scarlettgasque.com if you require any help with returning your order.

All returns to be sent to the following address:

LUX Group 

Unit 1, 20 Balcombe Road,

Horley,

RH6 9HR

 

 Please note:

• All items must be returned within 14 days of receiving your order
• All returns outside of the UK must include a fully completed returns form
• to aid us in processing your return
• Returns must be from the same order- items from multiple orders will not be accepted for return
• Any items returned that do not meet the specified criteria will be returned to the customer- no refund will be processed
• Unauthorised orders returned to us will be directed back to the customer
• Please contact us at info@scarlettgasque.com if you receive an order that is damaged or faulty

 

Refunds Policy

Refunds will be processed within 14 working days of receiving the items at our warehouse. Items will be inspected to ensure they meet the returns criteria. Accepted returns will be refunded to the original payment method- refunds to a third party will not be accepted. You will be notified via email once your refund has been processed.

 

Exchanges Policy

Items can only be exchanged for the same product in an alternative size. We aim to send the replacement product within 28 days of exchange request. If your chosen item is not in stock or no longer provided by us, we will send you an email notifying you of an automatic refund you to your original payment method. For further help or enquiries regarding exchanges, please contact us at info@scarlettgasque.com  

 

Gift Card Policy

Gift cards do not expire and can be used across all products on the Scarlett Gasque website. Gift cards cannot be refunded as cash. If you wish to return item(s) bought with a gift card, you may only receive refund as gift card credit to be used on a future Scarlett Gasque purchase. Products bought with a gift card may be exchanged for an alternative size.