Refund policy

RETURNS TIMEFRAME

U

Returns must be accompanied by a completed electronic return form, which should be sent to our email address.
All products must have their original tags attached, be unworn, unsoiled, and returned in the original brand box.
Failure to comply with these conditions may result in rejection of the return or exchange.

RETURN ADDRESS:

THE SAINT 54 LTD
Komatevsko Shose Blvd. 61V (Production Facility)
Plovdiv, Bulgaria
Phone: +359 882 010206

When sending the return form by email, please make sure to include your IBAN and order details.

https://docs.google.com/forms/d/e/1FAIpQLScN3xTUZwAo_LR_GKpzPc16T6AVuTFfV2L48bUCGhbf7t5l-g/viewform?usp=dialog

RETURN TIMEFRAMES

  • Bulgaria / Romania: 14 days for refund processing

  • United Kingdom: 14 days for refund/exchange, or 14 days to receive store credit

  • International: 14 days for refund/exchange, or 45 days to receive store credit

These timeframes start from the date your order was delivered.
Store credit is valid for 5 years from the date of issue.

RETURN FEES

Please note that return shipping costs are calculated for each generated return.

Original condition

Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may also lead to refusal.

If you receive a damaged item or your item becomes damaged upon wear, please contact our Customer Care team first, so they can resolve your issue, before registering a return.

For any items that contain multiple parts such as multipacks and 2-part sets, all parts must be returned within the same return parcel to qualify for a refund pending QC inspection of the returned items. Failure to return these items together may lead to refusal.

Any embellished items must be returned in the original box they arrived in.

NON-RETURNABLE ITEMS

Our non-returnable items include: Nipple Covers, Briefs and Thongs, Socks, Face Masks, Eye Masks, Headbands, Headscarves, Hair Accessories, Halloween Accessories including Angel Wings, Fitness Equipment and Water Bottles. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.

Return outcomes

Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.

You can also now opt for our Shop Now return method** which allows you to choose from the below options:

In-line exchange: Exchange for the same item in an alternative size or colour at no additional cost. Subject to price amendments.

Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.

*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange, Shop Now and refunds. All shop now exchanges will be dispatched once your return has been processed / approved.

All exchange orders will be shipped via Economy shipping and you’ll receive a new order confirmation email once the exchange has been processed.

**Please note, all return totals displayed during Shop Now are in GBP. These totals will be the equivalent in your country's currency whether you upsell or down-sell your return.

We also offer Instant Exchanges. With an Instant Exchange, your new order will be processed as soon as you've registered your return, so you don't have to wait until we've received your other item(s). This excludes self-post returns that don't use the label/QR provided by us.

Once you have submitted your return, your new order will be picked & packed, ready for dispatch. You will receive an order confirmation for this within 24 hours. We'll hold the full charge on your card which will be returned to you once you've posted your item(s) back. You will enter your card details at the point of registration.

We reserve the right to charge the payment card for the full price of the exchange if you have returned items that do not belong to the company. 

Processing time

We aim to process all returns within 6 days (UK) / 25 days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first.

We'll email you once we've received and processed your return.

Unreasonable Claims / Fair Use Policy

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!

Please ensure that you retain your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them and you'd like these returned to you, we may ask you to cover the delivery cost.

Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.