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STORE POLICY

CUSTOMER CARE

  • How much does shipping cost?
    Standard UK Shipping costs £5.99 but is free when you spend over £75 Express UK Shipping costs £9.99 but is free when you spend over £150 UK Next Day Shipping is £12.99
  • When will my order arrive?
    Orders sent with Standard UK Shipping should arrive within 5 working days. Orders sent with Express UK Shipping should arrive within 2 working days. Orders sent with UK Next Day Delivery should arrive within 1 working day. Please note that orders received after 1 pm (GMT) will be dispatched the following day and that a signature will be required upon delivery. ROYAL MAIL UPDATE: DUE TO POSTAL STRIKES last orders for Christmas dates: If you’re based in the UK and would like your order to arrive before Christmas, please order by: · Friday 16th December with Standard Delivery · Monday 19th December with Express Delivery · Wednesday 21st December with Next Day Delivery *Delivery times and dates are subject to Royal Mail.
  • Can I become a stockist?
    If you are interested in being a stockist please email us at sales@nataliejosephlingerie.com
  • What payment methods do you accept?
    We accept all major Credit / Debit Cards. As well as, PayPal. All prices are subject to VAT
  • Last order for Christmas dates:
    If you’re based in the UK and would like your order to arrive before Christmas, please order by: · Friday 16th December with Standard Delivery · Monday 19th December with Express Delivery · Wednesday 21st December with Next Day Delivery *Delivery times and dates are subject to Royal Mail.
  • Covid-19 Update
    Due to the coronavirus pandemic, we have changed how we process orders. Orders are processed twice a week on Wednesdays and Sundays and shipped the following day. ​ Returns and Exchanges will be collected from reception on Wednesday and Sundays. They will not be opened for at least 72 hours before being processed. ​ We understand that you also may not wish to open orders as soon as they arrive, and that you may also have limited time to get to the Post Office, so we will be extending our returns period from 28 days to 35 days.
  • Deliveries
    Orders received after 1 pm (GMT) will be dispatched the following day. Please note that a signature will be required upon delivery for UK Standard Express deliveries. Last order for Christmas dates: If you’re based in the UK and would like your order to arrive before Christmas, please order by: · Friday 16th December with Standard Delivery · Monday 19th December with Express Delivery · Wednesday 21st December with Next Day Delivery *Delivery times and dates are subject to Royal Mail.
  • Delivery Schedule
    *Delivery times and dates are subject to Royal Mail. Due to the Royal Mail Strikes, there have been delays in receiving goods. Unfortunately, this is out of our control. You must inform us within 28 days if your package is lost or damaged in transit so that we can make a prompt claim against the delivery company and resolve the issue. Please quote your order number in all email correspondence. By placing an order with us, you agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received. ​ Last order for Christmas dates: If you’re based in the UK and would like your order to arrive before Christmas, please order by: · Friday 16th December with Standard Delivery · Monday 19th December with Express Delivery · Wednesday 21st December with Next Day Delivery
  • Returns and Exchanges
    We hope that you will be delighted with your purchases; however, should you wish to return your goods, we will be happy to issue a refund within 28 days of receipt, provided it is in a fully re-saleable condition with swing tags attached and in the original packaging. ​ The item/s that you return are your responsibility until they reach us. Therefore for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is also your responsibility. When sending a return, please mark the package ‘RETURNED GOODS’ and ensure the package is sent on a tracked service or with ‘proof of postage’. All returned goods remain the responsibility of the customer until they reach Natalie Joseph Lingerie. ​ Please ensure you provide us with your order number and reason for your return. If you are exchanging an item please contact us at sales@nataliejosephlingerie.com so we can ensure we have the product available. Briefs - We are more than happy for you to try on any briefs to see how they fit and look however we do ask that you please try these items on over your own underwear with the plastic hygiene strip left on the gusset in the interests of both health and hygiene. If you need to return lingerie for any reason we are able to accept them as long as they are unworn and still have the tags on and plastic hygiene strip. Due to hygiene reasons, we cannot accept returns on briefs that have had the hygiene strip removed. ​ This policy does not affect your statutory rights relating to faulty or mis-described goods. ​ Natalie Joseph Lingerie reserves the right to refuse the return/exchange of any goods that do not meet the above requirements. ​ Please email sales@nataliejosephlingerie.com for a return address. Put your order number in the subject line and reasons for the return and refund. If you are exchanging an item, we will not charge you additional UK postage on your new order. Any items to be exchanged will be sent out as soon as Natalie Joseph Lingerie receives your returned item/s providing we have the alternative product in stock. If you request a refund, please allow up to 10 working days for the money to be credited to your account. If any goods are faulty or damaged when you receive them, we will arrange for them to be replaced or refunded but you must notify us within 7 days of receiving delivery otherwise no claim will be entertained. Delivery charges for damaged or faulty goods or errors made by us will be fully refunded and/or not charged, please email us on sales@nataliejosephlingerie.com Your statutory rights remain unaffected.
  • Which bra sizes do you carry?
    Our bras are made to the UK industry size standards. We carry the sizes in the table below.
  • How do I convert my cup size into UK sizes?
    Please refer to the table below for international size conversions.
  • How do I convert my band size into UK sizes?
    Please refer to the table below for international size conversions.
  • How can I prevent my bra from feeling loose after each wear and wash?
    Each time you wash and wear your bra you should adjust your shoulder straps so that you feel comfortable and supported.
  • How do I know when to replace my bra?
    On average you should replace it every 6 – 9 months (or every 130 wears). But if there are tell-tale signs such as the underwire poking out, if the band is no longer snug, or if there is visible damage to the bra, then you should think about replacing it.
  • How do I care for my underwired bra?
    Handwashing it is the most recommended option. For stability and long-lasting use of your underwired bras, it is highly recommended to wash it after every 2 to 3 wears. Just soak it in the water with some mild washing detergent like SOAK Wash (without fabric softener) for about 5 to 10 minutes. Slightly rub it with your hands and hang it for drying.
  • How do I protect the underwire?
    There’s no need for wringing underwire bra, and no need for excess heat, tumble drying, dry cleaning, and ironing.
  • How can I protect my underwired bra if I’m using the washing machine?
    To preserve your underwired bra avoid machine washing as much as possible. However, if you must, use a lingerie washbag and wash on a gentle cycle on a cold temperature. Do not spin or tumble dry.
  • Why does my bra make me look double-breasted?
    The cup is too small; all breast tissue should be held within the cups
  • Why does the band pinch my skin?
    The band is too tight. It should be firm but not uncomfortable.
  • Why does the band move when I lift my arms?
    If the under-band is riding up, then the back size too big. You need a smaller under band but you must increase the cup size. If the bra rides up at the back, the breasts tip forward and down. Loosen the straps so that it fits snuggly and it should not move. If the band lifts when you raise your arms, then a smaller band is required.
  • How can I tell if a bra works for my large size breasts? How do I know if it fits right?
    Always try on different brands of bras for comfort and fit as they vary in size and shape. The gore of the bra tells you exactly about your perfect fit. The gore is the piece that rests in the centre of the two cups. If it falls flat right in the mid of your chest, that means you are wearing the right fit. If the gore does not sit in the centre accurately, you are very likely to be in the wrong piece. The under band should be snug (about 2 finger width near your spine) and be comfortable. It should not ride up your back and your breast tissue should be full enclosed within the cup.
  • Which style bra works best for large breasts?
    Full cup bras are the best style women with a large heavy bust. This is because they’re designed to give the most support and coverage.
  • Why does the wire dig in?
    If the wire digs in under the arm or the bust is bulging over the cups, a larger cup size is needed. The breasts should be totally encased within the wire, which should sit flat against the body. Wires should sit close to the chest and the bra should stay in place when your arms are lifted.
  • I know my right size but a full cup bra is too big!
    The full cup bra is the wrong style of bra; try a balconette bra shape instead.
  • I have one breast larger than the other and can’t find a suitable bra.
    Very few people have symmetrical breasts. Try a stretch lace bra, as this will stretch to fit to the breast or alternatively look for a bra that has removable pads and remove them accordingly, or add a breast pad under the cup that holds the smaller bust.
  • What is the perfect band width for a new bra?
    A new bra would be one that you feel comfortably snug with the loosest hook & eye on. Bras stretch overtime with normal wearing and tearing. Gradually you need to move your hook & eye inward to adjust the band.
  • How can I prevent my bra from feeling lose after each wear and wash?
    Each time you wear your bra you should adjust your shoulder straps so that you feel comfortable and supported.
  • Why are my bra’s bands are always riding up and the straps are always slipping down?
    You happen to have bigger bands and smaller cups. The band rides up only when its bigger in size. Opt for bras with smaller bands and bigger cups. For example, if 40J is what you have been wearing, get it replaced with 38HH or 38H Enter your answer here
  • How do I use the lingerie fashion tape correctly?
    The lingerie tape is double-sided with a perforation down the centre. It acts like Sellotape. Peel one side and stick onto your skin, then peel the other side and stick your top onto the tape. Hold for a few seconds. Do not use any moisturiser on your breasts. It can be used for gaping shirt buttons. But be careful with embellishments or delicate fabrics like silk. Remove the tape before washing.
  • What can I use to stop my straps digging into my shoulders?
    Use a silicone shoulder cushion for comfort from painful bra straps. Simply slide your bra straps into the specially designed Bra Strap Cushion channels for instant pain relief, elimination of deep shoulder grooves and prevention of bra strap slippage.
  • My bra band has become a bit tight, what can I do?"
    Try a detachable and reusable Bra Extender. It can extend bra band width by up to 5cm (almost 2 inches) Simply attach to the hooks at the back of bras to extend band length.
  • How can I protect my lingerie if I’m using the washing machine?
    Use a lingerie washbag and a gentle fabric detergent. It is suitable for delicate or small items that you can wash in the machine. The double layer close weave mesh bag helps protect bras and other delicate garments from being tangled or damaged in the washing machine.
  • Can you recommend a gentle detergent to wash my bra?
    Try SOAK’s eco-friendly formulation. it’s the no-rinse clean you trust and love. Soak is perfect for your lingerie, softest sweaters, baby clothes, quilts, swimwear, workout wear and all the laundry you love. Just Soak and squeeze. No need to rinse.
  • How do I prevent irritation from boob sweat?
    Try the Bamboo Bra Liner which is designed to keep sensitive skin dry and protected from the bra underwire rubbing under the breasts that cause irritation and sweat rash. It solves the breast sweat problem, reduces bacteria and their odours.
  • Covid-19 Update
    Due to the coronavirus pandemic, we have changed how we process orders. Orders are processed twice a week and Wednesdays and Sundays and shipped the following day. (More frequently for the Christmas period.) Returns and Exchanges will be collected from reception on Wednesday and Sundays, they will not be open for at least 72 hours and then processed. We understand that you may not wish to open orders as soon as they arrive, and you may also have limited time to get to the post office so we will be extending our returns period from 28 days to 35 days.
  • Do you ship to multiple addresses?
    We can only deliver to one address per order. If you would like to send your purchases to multiple addresses, please place a separate order for each destination.
  • What should I do if my order arrives damaged?
    You must inform us within 7 days if the goods are damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence. You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received. If an item is undelivered we will refund your account after 28 days.
  • Can I return briefs?
    Due to hygiene, health and safety reasons, we cannot accept returns on briefs, give refunds or exchange briefs that have had the plastic hygiene strip or tags removed, unless they are damaged. Natalie Joseph Lingerie reserves the right to refuse the return/exchange of any goods that do not meet the above requirements.
  • Can I return bras?
    We hope that you will be delighted with your purchases; however, should you wish to return your goods, we will be happy to issue a refund within 28 days of receipt, provided it is in a fully re-saleable condition with swing tags attached and in the original packaging. The item/s that you return are your responsibility until they reach us. Therefore, for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
  • How is my privacy and data handled?
    "Privacy is not something that I'm merely entitled to, it is an absolute prerequisite." ~ Marlon Brando We could not agree more, which is why Natalie Joseph Lingerie is completely committed to protecting the privacy of our site visitors and customers. Therefore, we will not disclose information about our customers to third parties except where it is part of providing a service to you. Please read our privacy policy carefully. By accessing, browsing or otherwise using this Website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you must not use this Website.

PRIVACY & SAFETY

Privacy

Natalie Joseph Lingerie Ltd may change this policy from time to time by updating this page You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from December 2020.

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We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

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Consent
Your Consent is important to us too. Therefore we will never sell your name, address, e-mail address, credit card information or any other personal information to any third party without your consent.

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Communication & Marketing
If you have made a purchase from our store (thank you!) we may occasionally update you on our latest products, news and special offers via e-mail if you opt-in to receive email marketing communications from us. You can opt-out at any time.

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What is Personal Data?

Personal data (information) is defined by the General Data Protection Regulation (EU Regulation 2016/679) (the "GDPR”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.


Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

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What Data Do We Collect?
We will only collect information about you if you willingly provide it. Depending upon your use of our Site, we may collect some or all of the following personal and non-personal data (please also see Part 14 on our use of Cookies and similar technologies):

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Name;
Billing and delivery postal addresses,
Phone number;
Email address;
Telephone number;
Payment information;
Where you place an order with us;
Information about your preferences and interests;
IP address;
Web browser type and version;
Operating system;

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Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We may use personal information provided by you in order to fulfill necessary anti-fraud checks. This information may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information. This is done only to confirm identity for security purposes.

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Data Protection
We use internet standard Secure Server Technology (SSL) encryption technology to ensure that all of your personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside Natalie Joseph Lingerie Ltd for marketing purposes. We will comply with the standard, procedures and requirements as laid down in the Data Protection Acts 1984 and 2018 and to ensure that your personal data is kept secure and processed as required by the various laws in force from time-to-time.

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Third party websites
Our site may contain links to and from other websites. If you follow a link to any of these websites, please note that they have their own privacy policies and we do not accept any liability for these policies.

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How we use cookies
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site.

 

Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

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We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

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Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

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You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:

• Do not wish to receive communications from us regarding our products and services please ensure you un-tick the appropriate box when inputting your details.

• Alternatively, you can opt-out of receiving communications from us at any time by unsubscribing from our emails or by emailing sales@nataliejosephlingerie.com. Please include your full name, address, contact number, email address, address that you used to place your order and order number/s.

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You may request details of personal information which we hold about you under the Data Protection Act 2018. If you would like a copy of the information held on you please email sales@nataliejosephlingerie.com. 

 

If you believe that any information we are holding on you is incorrect or incomplete, please contact us via the methods below, we will promptly correct any information found to be incorrect.

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Email: sales@nataliejosephlingerie.com

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Fraudulent emails
We will never ask you to confirm any account or credit card details via email. If you receive an email claiming to be from Natalie Joseph Lingerie


• All prices are subject to VAT at the standard UK rate of 20%.

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TERMS & CONDITIONS

  • If returning a GIFT SET that comes with a free gift(s), ALL ITEMS MUST BE RETURNED to receive a full refund. Alternatively, a partial refund will be issued LESS the value of the unreturned item(s) that was not returned. 

  • Only ONE discount code/coupon can be used at one time. For example, you cannot use (or combine) two discounts at the same time, for the same item.

  • Any items bought using a discount code can only be refunded if returned in satisfactory condition.

  • Free delivery on orders over £75 applies to the UK only (subject to T&Cs). Europe and International shipping delivery charge applies.

  • We hope that you will be delighted with your purchases; however, should you wish to return your goods, we will be happy to issue a refund within 28 days or before 28 days of receipt, provided it is in a fully re-saleable condition with swing tags attached and in the original packaging.

  • The item/s that you return are your responsibility until they reach us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods. The cost of returning the item to us is your responsibility. 

  • Please ensure you provide us with your order number and the reason for your return.  If you are exchanging an item please contact us at sales@nataliejosephlingerie.com so we can ensure we have the product available.

  • If you are exchanging an item, we will not charge you additional postage on your new order if it is with the UK. Any items to be exchanged will be sent out as soon as Natalie Joseph Lingerie receives your unused returned item(s). Once we have inspected the returned item/s we will either offer an exchange or an alternative product when it is in stock.

  • Please note that Natalie Joseph Lingerie Ltd prices do not include customs duties and additional charges may be levied by your local tax office. Should you fail to clear the order through local customs and pay the relevant duties, the goods will be returned to
    Natalie Joseph Lingerie Ltd by your local post office.

    Natalie Joseph Lingerie Ltd will contact you within 5 days (with the exception of     weekends and public holidays) of receipt of the returned goods. A refund less the costs of returning the goods (shipping plus any associated duties) to Natalie Joseph Lingerie Ltd will be automatically made to the card used to purchase the order. If you have paid via Paypal, any transactional charges that might apply will not be refunded as these charges are levied by Paypal and not Natalie Joseph Lingerie Ltd.

Payment Methods
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