Frequently Asked Questions
How much do you charge for delivery?
Delivery to all UK addresses is £3.95 for orders under £100 and free for all orders over £100. Delivery to all European countries is £7.95 and delivery to the rest of the world costs £12.50.
How quickly will my order arrive?
We aim to dispatch all items between 3 – 7 working days
Shipping times within the UK are approximately 2 - 7 working days.
Shipping times within Europe are approximately 4-10 working days, the rest of the world including US & Australia takes approximately 5-14 days.
Can I have my order send Next Day Delivery?
Unfortunately as we are based in Jersey the post office will not guarantee next day delivery.
Will you courier my order to me?
We will be happy to courier your order. In order to have your order couriered you will need to telephone us on +44 1534 731302 and we will be able to find out the costs for you. Please be aware that even couriering an item cannot guarantee its arrival within 24 hours. We will however be able to confirm a delivery time with the courier company when they provide us with the delivery quote.
How will I know you received my underwear order?
Plums Lingerie will send you an automated email confirming your order has been placed. If you have not received this email within one hour of placing your order, please call us on +44 (0) 1534 731302 to ensure that your order has been successful.
Are there other ways to order besides ordering online?
Yes. You can call us on +44 (0)1534 731302 9:00am and 5:30pm GMT Monday to Saturday and place your order by telephone.
Is it safe to use my credit or debit card online at Plums Lingerie?
Yes. To help ensure that your shopping experience is safe, simple and secure, Plums Lingerie uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.
SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way.
When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.
In addition, Plums Lingerie uses the SagePay payment solution ensuring that all your card data is captured directly from your browser onto the bank's servers which are fully PCI compliant, and each payment is tokenised. If you are enrolled in the Visa Secure or Mastercard Secure programs, you will also need to enter your password to complete your transaction.
SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call +44 (0) 1534 731302 between the hours 9:00am and 5:00pm GMT Monday to Friday to place an order with one of our customer service staff.
My order has not arrived what should I do?
Very occasionally, packages do get lost in transit. We are asked by Royal Mail to wait a total of fifteen working days before we can claim the package as lost. A package may arrive on the last day of this period, so a late order is not always a lost order.
If the order does not arrive we are happy to replace the order at no charge to you.
Please note that if your package has been delivered to and signed for at the specified delivery address, Plums Lingerie cannot be held responsible and will be unable to replace the items.
What payment methods does Plums Lingerie accept?
Plums Lingerie accepts all major credit and debit cards including Visa, Mastercard and Maestro.
Alternative you can pay using PayPal.
How can I get advice on bra fit and style?
Please give us a call on +44 (0) 1534 731302 and you can speak to Tricia or Katherine to find out more about what would be the right bra for you.
I am having problems using the website - how do I place an order?
If you are having problems using our website please contact us on +44 (0) 1534 731302 or email firstname.lastname@example.org so that we are able to help you to place your order.
What if I want my order to arrive in split deliveries?
As a general rule we wait for an order to be complete before we send it out. If you have been informed there is a slight delay with your order you will need to inform us that you wish to split the order for us to then process and send the available items.
Why are some products available for purchase when they are not in stock?
As a small boutique we cannot hold all the items shown on the website in stock. If an item is not in stock it is ordered directly from the manufacturer, this is why we advise that the despatch date can be up to 7 days from the date of the order. If you want to know if an item will be despatched in 24 hours (Monday – Friday) please call us on +44 (0) 1534 731302 and we will be able to advise you.
Why has my payment been rejected?
There are a number of reasons this may have occurred so you should carefully check the details you have entered and try again. Remember, the Invoice address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider even if your bank has authorised payment.
If you have checked and entered your details again, please contact either your card issuer or call us on +44 (0) 1534 71302 for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.