Delivery and Returns

Our thoughtful delivery policy and easy returns procedure will make shopping with Sebastian and Millicent a breeze!

Deliveries

We use Royal Mail Tracked and Signed For services to send your parcels within the UK and Parcelforce for deliveries to other countries. 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.

UK deliveries (including Channel Islands, Isle of Man and Ireland)

YOUR ORDER VALUE YOUR COURIER ESTIMATED DELIVERY TIME COST ADDED TO ORDER
OVER £35 ROYAL MAIL TRACKED 3 TO 4 WORKING DAYS FREE
UNDER £35 ROYAL MAIL 2ND SIGNED FOR 2 TO 3 WORKING DAYS £4.50
UNDER £35 - UPGRADE ROYAL MAIL 1ST SIGNED FOR 1 TO 2 WORKING DAYS £3.95

 

Worldwide deliveries - note that customs and import charges are not included within the shipping price

YOUR COUNTRY YOUR ORDER VALUE ESTIMATED DELIVERY TIME COST ADDED TO ORDER
USA, CAN, UAE, ASIA UNDER £150 UP TO 7 WORKING DAYS £12.00
EUROPE UNDER £150 UP TO 5 WORKING DAYS £10.00                        
WORLDWIDE OVER £35 5 WORKING DAYS FREE

 

Returns

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:

  1. 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.
  2. We do not accept responsibility for undergarments that have been damaged during laundering if our washing/care advice has not been strictly followed
  3. Toys and jewellery cannot be returned if they have been used.
  4. 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:

  1. Request an RMA
    After you submit your form, we will give you a link to print a pre-paid returns label.
  2. Package your return securely
    Include all original packaging and please remember to clean anything that needs it!
  3. 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.

 

Refunds:

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.  

 

Exchanges:

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.

 

Cancellations:

We hope you don't cancel your order, but if you need to please email rachael@sebastianandmillicent.com 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.