Frequently Asked Questions

Below are answers to our most frequently asked questions. Hopefully you will find the answer to your question below but if not do not hesitate to contact us.

Orders

Q: Can I change my order once it is confirmed?
A: As we try and ensure your products reach you as soon as possible we are unable to change your order once confirmed. Please see our Returns and Refunds page for the process once your order has been delivered.

Q: Can I cancel my order?
A: You can cancel your order within 30 days for a full refund. If your package has already been dispatched we cannot refund the postage costs. For full terms and conditions please see our Returns and Refunds page.

Q: What is the Return or Refund process?
A: Please visit our Returns and Refunds page for all the details on how to return items and how we expect them to be returned to us.

Q: Why hasn’t my order arrived?
A: If your parcel has not been delivered in the expected time (see Delivery page) and your delivery is more than 4 working days overdue, please contact us.

Q: What size is right for me?
A: Please see our size guides page which contains all the size charts and conversion charts that you should need when purchasing our products.

Payment

Q: How secure is my payment transaction?
A: All your information is held on secure servers. Sub Rosa Lingerie complies with the Data protection and consumer legislation in force in the UK. All our payment transactions are processed through a secure 3rd party (PayPal).

Q: Will Sub Rosa Lingerie show on my bank statement or credit card statement?
A: No, to ensure the privacy of our customers ‘SRNLTD’ will show on any statements.

Q: Will I be charged import duties?
A: If you order products from our site for outside of the UK, your order may be subject to import duties and taxes. Please note that we have no control over these charges and you will be responsible for payment of any charges of this kind. Please contact your local customs office for further information. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.

Delivery

Q: Can I track my order?
A: All UK special delivery orders are sent with tracking to your door. You can track your order on the Royal Mail website with the tracking code we send to you. You can also enter a location where the delivery company can leave your parcel if you’re not in to collect it.

Q: What happens if I miss my delivery?
A: If you’re not in when your order is delivered, and it cannot fit in your letterbox or needs to be signed for, the delivery provider will put a card through your letterbox with instructions on how to proceed.

Q: Is the packaging discreet?
A: We understand that privacy is important to Sub Rosa Lingerie customers. We ensure that we package and bill with the utmost discretion. Products are delivered in a plain bubble-wrap envelope or a box (depending on the size of your order). Any payments made via will show up on your bank statement as ‘SRNLTD’

Account

Q: How can I stop receiving emails from Sub Rosa Lingerie?
A: Our emails will contain an option at the bottom to unsubscribe. Click on this link and follow the instructions to unsubscribe.

Returns

Q: How can I return or exchange an item?
A: Please visit our Returns and Refunds page for all the details on how to return items and how we expect them to be returned to us.