We get it, you don’t just buy our products; you buy feelings and solutions and experiences. Thus, our customer service policy has been designed to turn minor glitches into truly memorable moments for you, our customer.
Shipping & Delivery
We use Royal Mail Tracked and Signed For services to send your parcels within the UK. This means that all orders must be signed for upon delivery.
When your order has been dispatched, we will email you to let you know and will send you a parcel tracking number that will enable you to track your order. We usually dispatch within 1 working day of receiving your order.
Please note that the estimated times for delivery exclude weekends and bank holidays and should be used as a guide only. The estimated delivery times are from the date your order is dispatched. We cannot guarantee that items will not be subject to random checks that may cause associated delays and charges. Once items have been dispatched, we are unable to redirect orders.
|YOUR ORDER VALUE||YOUR COURIER||ESTIMATED DELIVERY TIME||COST ADDED TO ORDER|
|OVER £150||ROYAL MAIL TRACKED||1 TO 2 WORKING DAYS||FREE|
|UNDER £150||ROYAL MAIL SIGNED FOR||2 TO 3 WORKING DAYS||£4.00|
|UNDER £150 - UPGRADE||ROYAL MAIL TRACKED||1 TO 2 WORKING DAYS||£8.00|
Privacy & Security
We take great care to ensure that your purchases are delivered quickly and safely. Your privacy is of the utmost importance to us and with our discreet packaging you can shop in confidence.
We wrap each of your purchases individually and all orders are sent in plain packaging. There's absolutely no way of telling what's inside the package, ensuring that all your intimate secrets are kept safe. The printed address label is the only marking on your package. Royal Mail requires us to have a return address on your parcel. This is shown as Sebmil Trading Limited, Birmingham.
Our Privacy and Security Policy incorporated into this website forms part of our Customer Care procedures.
Returns & Replacements
We hope that you love your products but if you are unhappy for any reason, you can return your goods for a refund or exchange in accordance with the following policy:
Provided that your item is returned within 14 days of you receiving the item, with the product packaging and all labels intact, we are happy to offer an exchange or refund.
Most of our toys are guaranteed for 365 days from the date of purchase, so if there is a fault with your item do contact us and we will rectify the situation.
If your product is faulty it will be replaced with an identical product. If we cannot replace the product, we will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product.
Unfortunately there are some items that cannot be returned unless faulty:
- Knickers, male underwear, thongs, bodysuits, hosiery, shapewear and loungewear must be tried on over your own underwear as we cannot accept returns which have been worn. Goods being returned must be returned in their original condition, unused, undamaged, unsoiled, unaltered and with all tags in place.
- We do not accept responsibility for undergarments that have been damaged during laundering if our washing/care advice has not been strictly followed
- Toys and jewellery cannot be returned if they have been used.
- Please follow the care instructions that come with your pieces as we will not return items which have been damaged due to improper care.
How to return goods:
- Request an RMA - this can be found in the left hand menu after logging in to your account, or on the main page footer navigation
After you submit your form, we will give you a link to print a pre-paid returns label.
- Package your return securely
Include all original packaging and please remember to clean anything that needs it!
- Post the item to us
Items don't need to be returned to us by recorded post, but please do obtain a certificate of posting from your postal service.
Then it’s over to us. Your return will be processed and a replacement or refund for products will be arranged within 14 days of us receiving your returned items.
Any goods returned without the returns form filled out correctly may, in our discretion, be returned to the sender and the Sebastian and Millicent “Returns & Refunds Policy” will cease to be available in respect of such goods.
Subject to compliance with the above returns procedure and unless you have asked for an exchange, we will refund to you the price for the returned purchased products, within 14 days of receiving the products back at our studio.
Your refund will be credited to the original payment card. Please note that refunds can take up to 30 days to appear in your account, dependent on your bank’s processing times. We will email you with notification upon completion of your refund.
Please list the details of the pieces you are exchanging on your returns form. If you would like an item of higher value then we will bill you via your original payment method. Similarly if the item is of a lower value we will refund the difference via your original payment method.
If the item you have requested as an exchange is no longer in stock you will be contacted in order to select a new item, or accept a refund. Please allow the usual shipping times, as shown above, for exchanges.
We hope you don't cancel your order, but if you need to please email firstname.lastname@example.org as soon as possible. We do not guarantee cancellation, especially if your order has already been dispatched by our studio, however we will try to accommodate you.
All orders are subject to acceptance and availability, and items in your shopping bag are not reserved and may be purchased by other customers. Once you have made your choice and your order and purchase has been made, you will receive an email acknowledging the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it.
Unless you cancel your order, acceptance of your order and completion of the contract between you and Sebastian and Millicent will be completed when we email you to confirm the goods have been dispatched. We reserve the right not to accept your order in the event, for example, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn. In the unlikely event that this happens you will be refunded.
At Sebastian and Millicent we operate a real-time stock management system so the second items are purchased online the stock levels are adjusted so that we never oversell. Our aim is to give our customers the most accurate information so that you can buy in confidence knowing that your order will arrive when it should.
Payment, Pricing & Promotions
Payment will be debited and cleared from your account at the time of your order. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, you will not be able to place the order. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written exactly as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.
All credit/debit card transactions are processed through our payment partner SagePay, a secure online payment gateway that encrypts your card details in a secure host environment. Sebastian and Millicent does not store any of your credit/debit card details on our systems.
Orders can be viewed by logging into your account and selecting the appropriate tab on the left hand menu. This method is only available to customers who have made an account at sebastianandmillicent.com.
Alternatively, navigating to 'Orders and Returns' on the main page will allow you to input your order number and delivery postcode and view your order.
Updating Account Information
Account information can only be updated if you are a registered user at sebastianandmillicent.com.
Account information can be updated by logging in to your account and editing account information in the left hand navigation menu.