Refund policy

Last updated: 23 October 2026

We want you to love your Sottile pieces. If something isn't right, this policy explains how returns, exchanges and refunds work. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Your 14-day right to cancel

You may cancel your order for any reason within 14 days of the day you (or someone you nominate) receive your items. If your order arrives in several parcels, the 14 days start from the day you receive the last one.

To cancel, email us at support@sottileintimates.com with your name, order number and the items you wish to return before the 14 days end. You don't need to give a reason, but it helps us improve. You may also use the model cancellation form below.

Once you have told us you wish to cancel, you have a further 14 days to send the items back to us.

Condition of returned items

Please try your items on as you would in a shop. Returned items should be:

unworn and unwashed, with no marks, perfume, deodorant or make-up;
returned with all original tags attached and, where possible, in their original packaging.

For hygiene reasons, please try on briefs, thongs and bodysuits over your own underwear.

If an item has been handled more than necessary to establish its nature, characteristics and fit, or shows signs of wear, we may reduce your refund to reflect the loss in value.

How to return

Email support@sottileintimates.com with your order number to let us know you are returning items.
We will reply by email with our returns address and instructions.
Pack your items securely and send them using a tracked service. Please keep your proof of postage.

Unless the item is faulty or we sent you the wrong item, you are responsible for the cost of returning the items.

Refunds

We will refund you within 14 days of receiving the items back, or of you providing proof that you have sent them back, whichever is earlier.

We refund the price you paid for the items. Standard delivery is always free. If you chose Royal Mail Express, the Express delivery charge is not refunded, unless the item was faulty or incorrect.
Refunds are made to your original payment method. Your bank may take a few further days to process it.
Offers: if you bought items under our "Buy 3, pay for 2" offer and return only some of them, your refund will reflect the price you actually paid for the returned items, and the offer will be recalculated on the items you keep.

Exchanges

Need a different size or colour? We're happy to exchange it, subject to stock. Email support@sottileintimates.com with your order number and the size or colour you would like. Once we receive your original item in the condition described above, we'll send your new item with free standard delivery. You pay the postage to send the original item back, unless it was faulty or incorrect.

Faulty or incorrect items

If your item is faulty, damaged or not as described, please contact us at support@sottileintimates.com with your order number and photos. Returns of faulty or incorrect items are free, and we will refund your return postage. Under the Consumer Rights Act 2015 you are entitled to:

a full refund if you tell us within 30 days of receiving the item;
after 30 days, a repair or replacement and, if that isn't possible or doesn't fix the problem, a refund (which may be reduced to reflect use).

Sale items and gift cards

Sale items can be returned under this policy in the same way as full-price items. Gift cards are non-refundable unless faulty.

Model cancellation form

To: Sottile, support@sottileintimates.com

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature (only if this form is sent on paper):
Date: