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Shipping

United Kingdom – free delivery and returns on all orders

Europe (excluding Poland) – free delivery on all orders. Vat and customs free shipping

Poland – free delivery and returns on all orders. Vat and customs free shipping

The rest of the world – free delivery on all orders. Please note that your order may be subject to import duties and taxes over which Overture Lingerie has no control.

*For more information please see our Shipping, Returns and Refund Policy at the bottom of the page*

Delivery

Most orders will arrive within 5 working days (UK and EU) and 7 working days (the rest of the world) from the order date. As soon as the carrier has your package, we will send an e-mail confirmation of shipping together with tracking details.

When ordering from outside the UK and EU, please be prepared for delays caused by customs. Please contact customerexperience@overturelingerie.com if you have any questions about your order.

*For more information please see our Shipping, Returns and Refund Policy at the bottom of this page*

Refunds & Exchanges

1.  Please fill out the return form within 28 days to inform us that you wish to return/exchange your order.

2. We will send you the return instructions within 2 working days.

3. Pack your order in the original packaging and include one of the invoices inside the package so that we can identify your order.

4. Send back the items within 7 days from receiving the return instructions.

Please note we offer free returns within the United Kingdom and Poland. Within the other countries, return charges (including insurance and packaging) apply. When returning orders from outside the UK and EU, please mark the goods as ‘returned goods’ to avoid incurring any unnecessary import duty or customs charges. 

If you wish to exchange an item, we ask you to return it first following the refunds procedure and then order new items. Please note: Stock availability may vary, and we cannot always guarantee that your desired item is available. If you are looking for a specific item or simply want to reserve it please contact us.

*For more information please see our Shipping, Returns and Refund Policy at the bottom of the page*

Overture Lingerie black bra in 32F

Shipping, Returns and Refund Policy

This policy applies to all item(s) purchased from www.overturelingerie.com and must be read in line with our Terms and Conditions.

Shipping

Most orders are processed within 3 days. Your order will usually arrive within 2-3 days. As soon as we have handed over your order to our carrier, you will receive a shipping confirmation by e-mail. 

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email. We do not ship on, Sunday or Local/Public Holidays.

If you are ordering from outside the UK, please expect a longer shipping time frame during sales and holiday periods or due to unforeseen circumstances caused by Brexit.

We will try to ensure that Made to Order item(s) are completed and delivered within the estimated lead time advised at time of purchase. However, delays do occasionally arise due to production or shipping issues, out of our control. If a delay occurs, we will update you as soon as the new estimated delivery date is confirmed, however, this does not mean you have the right to cancel such an order if it is beyond the estimated time frame.

Shipping Rates

Currently we offer free delivery AND RETURNS in the UK and Poland only, within the remaining EU Countries and elsewhere return charges (including insurance and packaging) apply.

Import Duties and Taxes

When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. If these charges are unpaid, your order may be returned to us, and we will be unable to refund shipping costs. There may also be costs associated with the return to us, which will be deducted from any refund value. In certain situations, your order may be destroyed by customs if duties and taxes are not paid. In this instance, we cannot refund product or shipping costs for these reasons.

Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. You may also need to provide specific documentation for clearance of your order, once it arrives in your destination country. This may vary from country to country, and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons.

Order Confirmations

You’ll receive an e-mail confirming receipt of your order to the e-mail address you provided. We reserve the right to decline any order. All orders are accepted subject to our Terms and Conditions.

Shipping Multiple Orders

Multiple orders placed on the same day cannot be combined and will ship separately.

Shipping to Multiple Locations

Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send item(s) to different locations, please place a separate order for each shipping address.

Amendments 

Once your item has been dispatched, you will receive an email to the e-mail address you place your order with. However, this also means that if your order has already been dispatched, we are unable to amend or cancel the order.

Address Changes

We are unable to change or update a shipping address once an order has been shipped. Please be sure to check your shipping details prior to submitting your order and to send us an email before your order is shipped if you need to change your address.

Orders made in error

If you have placed an order in error or made a mistake on an order, you need to contact our Customer Services team as soon as possible within one hour of the order being placed to let us know to amend or cancel the order before it is dispatched. If your order has already been dispatched, we are unable to amend or cancel the order until you have returned the order to us. 

Risk of Loss

All item(s) purchased are made pursuant to a shipment contract with our carriers. This means that the risk of loss and title for such item(s) pass to you upon our delivery of your order to the carrier. If you do not receive your order within 20 working days from the date of despatch, please contact us. We would request that you contact as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.

Returns

We are confident that you love our products, however in the event that you would like to apply for a refund, please follow the processes set out below. Please note that Item(s) Made to Order or Bespoke cannot be cancelled or returned. Made to Order or Bespoke Item(s) will usually be described as such on the website. We will refund you if you return the item(s) to us as set out below within the 28-day window. To do so you must notify us in writing via email or post within 7 working days of delivery. 

All Non-UK returns MUST have “RETURNED GOODS – ZERO CUSTOMS VALUE” written on the outside of the packaging as duty and taxes are not applicable for returns.

Choosing the right size 

If you are unsure which size you would like to exchange for, our sizing guide may help, or if you would prefer to contact us, we would be happy to advise you. You can reach us by email, phone or through DMs on our Instagram page.

Defective item(s)

We may replace defective item(s), or you may Cancel the Order and receive a full Refund. You will not be charged for the costs of returning a defective item. If Item(s) arrive in a damaged condition, you must make a note on the carrier’s delivery note where possible and inform us within 7 working days of the Delivery. If the Item becomes defective soon after 7 working days have passed, we will, at our option, replace the Item or refund you. You will not be charged for the cost of returning a defective Item. 

All Non-UK returns MUST have “RETURNED GOODS – ZERO CUSTOMS VALUE” written on the outside of the packaging as duty and taxes are not applicable for returns.

Altered or customised item(s)

We will not accept returns or cancellations if the item(s) have been altered or by altering or customising the item in any way that could be deemed as you are using or treating the item(s) as your own. While in your possession, you must keep any item(s) you intend to return to us in good condition. Item(s) must be returned in the same condition as they were delivered. Care must be taken to ensure the return item(s) are packed well to avoid damage or loss of parts in transit. Item(s) returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the refund given.

How to exchange your item(s)

If you wish to exchange an item, we ask you to return it first and then order the to be exchanged item. Please note: Stock availability may vary, and we cannot always guarantee that your desired item is available. If you are looking for a specific item or simply want to reserve it please contact us.

Complaints

No complaint can be considered unless clear proof can be given that the item(s) alleged to have performed unsatisfactorily was in fact the item(s) supplied and that it was treated carefully and correctly throughout and subject only to such conditions as were likely to produce. 

Cancellations

We endeavour to provide the best Customer Service possible. Should anything go wrong, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or Cancel your Order, please contact us

You may Cancel any Order within 14 working days from the date of purchase excluding any item(s) which are Made to Order or Bespoke(Cooling off). If you Cancel your Order via telephone your Order will be put on hold. You must confirm your wish to Cancel the Order in writing via email or post within 14 working days. Your Order will not be considered Cancelled or refunded until notification in writing is received. 

If you decide to Cancel an Order after the item(s) have been dispatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those Item(s). We advise you check the status of the Order before you request Cancellation. Any charges will be communicated to you before we confirm the Cancellation. 

You are entitled to Cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on your behalf or as your agent and be re-credited by us to the extent that such sums are not reimbursed by the card issuer.

For more details on Cancellations, please refer to our Terms and Conditions.

Standard Returns Policy 

Our standard returns policy for item(s) bought is 28 days and to qualify for a full refund the item must be:

  • unused, 
  • in its original packaging (including the complimentary laundry bag) if you return your entire order.
  • in suitable and appropriate packaging (excluding the complimentary laundry bag) if you partially return your order.
  • in a resellable condition,
  • accompanied by a valid proof of purchase, 
  • returned to us within 7 days of receiving the return instructions, and
  • not be “Made to Order” or “Bespoke”.

Cancellation Policy (excluding Made to Order Item(s))

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 14 days after the day on which you receive your order. If you wish to cancel you must ensure that your order:

  • remains as received,
  • the package is unopened and not tampered with, and 
  • in its original packaging.

To initiate a cancellation, please follow our return process described below.

Damaged on Arrival Policy (excluding Countries outside the European Economic Area)

If something is wrong with an item you have purchased from us, you are entitled to a refund, repair or replacement. Please note that an item to be considered as “Damaged on Arrival” must be: 

  • broken or damaged or not of satisfactory quality,
  • unusable or not fit for purpose,
  • not what was advertised or does not match the description.

Please also note that an item cannot be considered as “Damaged on Arrival” if:

  • it was damaged by wear and tear, an accident or misuse,
  • you knew about the fault before you bought the item,
  • you have changed your mind.

If your item was received as “Damaged on Arrival”, please follow our return process described below within 7 days after the day on which you receive your order.

Wrong Item Policy

In the unlikely event that one or all of the item(s) you received is not what you ordered, please follow our return process. 

Return Process

Please follow the below steps:

  1. Contact us via email using customerexperience@overturelingerie.com clearly stating the following:
    1. Your Order Number, Your Full Name and Delivery Address
    2. The reason for requesting a return
  2. We will either accept and/or authorise (or provisionally authorise subject to inspection) or reject the return claim and assign a return number for further dealings. 
  3. Upon return approval, the return handling process will be coordinated by us. 

After you have initiated a return and we authorised you to return the item(s) and we have received your item(s), we will inspect the item(s). We will then immediately after inspecting the item(s)notify you on the status of the return. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the refund typically within 14 days, depending on your card issuer’s policies.

Customs, duties, and taxes

We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 

Refunds

Refunds will be processed within 14 days. Where exchange rates of currency are involved, the Refund will be made in GBP at the current exchange rate, if applicable. We do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund.

Late or missing refunds

If you haven’t received a refund within 14 days of us notifying you about your refund being issued, please, check your bank account again and contact your bank or credit card company. If you’ve done all of this and you still have not received your refund yet, please contact us.

Orders Returned to Us

If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.

Lost or Damaged Parcels

We are not liable for any item(s) damaged or lost during shipping. If a parcel is lost or damaged, please advise us as soon as possible so we can inform our carrier of the missing parcel.

Risk of Loss

All item(s) purchased are made pursuant to a shipment contract with our carriers. This means that the risk of loss and title for such item(s) pass to you upon our delivery of your order to the carrier.

Questions

If you still have questions, please contact us.

Overture is a boutique London brand specialising in luxury lingerie for fuller cup women. Our collections are designed exclusively for the discerning woman seeking the ultimate in high-end DD+ bras. Our masterful creations offer unparalleled support, embracing your individual curves with a harmonious blend of sophistication and elegance. Utilize our comprehensive, bespoke guide on how to measure bra size for a flawless, tailor-made fit.

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