Returns and Refunds

If unhappy with any of our products or aspect of our service please let us know quickly so that we can resolve the problem. Don't Get Mad Get in touch. Please contact us via email info@1step2heaven.co.uk or telephone us on 020-31376206. Our Office is open between 0900 and 1600 Monday-Saturday Excl Bank Holidays.

Please contact us before returning an item. If there has been an error on our part or the item is defective, we will try to replace it, if not possible then we will refund in full. If you  wish to return your purchase up to 5 days after delivery and there has been no error on our part, return will be at customers expense and we will also charge 20% total amount of order as restocking cost. These items must have been tried on over underclothes, be in the original packaging, in saleable condition. Items are checked thoroughly on return. Used items and items smelling of smoke, deodorant etc will NOT be refunded.

You are strongly advised to use signed-for (recorded) delivery when returning orders - we will not be held responsible for returns that go missing in the post.

International customers wishing to return items for exchange or refund must do so at their own cost.   Orders cancelled within 24 hours of being placed are subject to a 2.9% charge to cover credit card fees.
IN THE FIRST INSTANCE, PLEASE CONTACT US TO OBTAIN A RETURNS-TICKET AND FULL SHIPPING ADDRESS.

Please remember to include your original order number when communicating with us.

Unacceptable Returns

If you return an item to us outside the terms of our returns policy we may not refund you. The item/s may be returned back to you at your expense. You will be notified of this and any other associated charges. If you send the item back to us again, or refuse to accept delivery, this will be deemed to be an irreversible instruction for us to dispose of your goods without further notice. Please note: Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the goods.

We are a hardworking team of people with a genuine commitment to our customers. We endeavour to answer all queries and be as helpful as possible, if you have contacted us and not received a reply it will be due to an oversight or missing email so please try again.