Frequently Asked Questions

ORDERS

 

Do I have to place my order online?

We sell our amazing styles online only. Unfortunately we do not have a catalogue and we can’t take orders over the phone.

 

Can I make changes to my order?

We process all orders super fast so that we can get your goodies to you as quickly as possible. You can amend your order as many times as you like before you PLACE YOUR ORDER. After this point you will be unable to make amendments.

 

Can I change my delivery address? 

Sadly as we process orders so quickly we are unable to amend your delivery address once your order has been processed. If you have any concerns about your delivery address, please let our team know via email at info@sexysmalls.com

 

Where is my order?

You will receive an email once your order has been dispatched which will contain tracking information. You can also keep an eye out on your delivery or contact our Customer Care Team to help track your order.

 

Why has my order been cancelled?

Our items sell out super quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

 

What currencies do you accept?

Your order will always be converted into pounds by your bank.

 

RETURNS

 

How long do I have to return an item? 

We understand that sometimes you change your mind about a style, or you’re not loving the look when it arrives and we’ve no problem with that! You can return any item you don’t love, we just ask that:

- Items must be returned within 14 days of delivery.

- Items must be unworn and unwashed.

- Pierced jewellery or swimwear (if the hygiene seal has been removed) cannot be returned for health and hygiene reasons.

- Items must have all tags attached.

- You must obtain proof of postage just in case your order is lost on its way back to PBHQ.

- We reserve the right not to refund you if you return items to us outside the terms of our returns Policy.

- The cost of the returns must be paid by the customer.

 

How long does it take to process my return? 

All refunds will be made using the same method of payment you used to purchase the items and will be made by us no later than:

  • 14 days after the day we receive items back from you; or
  • (If earlier) 14 days after the day you provide evidence that you have returned the goods

Once we've confirmed that your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.

  • Bank Account payments will take 3 - 5 working days
  • PayPal payments will take 1 - 2 working days

 

Can I have an exchange instead of a refund?

Sadly we don’t offer exchanges right now as due to fast moving stock we simply can’t guarantee that your size will be available. You can return your item to us for a refund, and then place a new order to get the item of your choice.

 

What should I do if I receive an incorrect or faulty item?

Please contact our team at info@sexysmalls.co.uk as soon as possible and they will look into resolving this matter.