L'Agent by Agent Provocateur
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We ship worldwide from our UK warehouse. If you wish to ship to the USA and Canada, your order will come from our US warehouse (please visit our US site).
Orders placed on Friday will be despatched on Monday
|UK||Standard||2-3 Working Days||£5|
|Europe||Standard||3-6 Working Days||£10|
|International||Express||2-5 Working Days
(order by 2pm GMT)
|Canada||Express||3-8 Working Days||£20|
We ship orders 5 days a week. Please note that any order received after 2pm GMT on a Friday will leave the following Monday.
Please see information below for service changes over Christmas and New Year:
Christmas: There will be no deliveries on Saturday 24th, Sunday 25th, Monday 26th and Tuesday 27th December.
Orders taken in these days will be despatched on Wednesday 28th and Thursday 29th.
New Year: There will be no deliveries on Saturday 31st, Sunday 1st and Monday 2nd January 2017.
Normal service will be resumed on Tuesday, 3rd January 2017.
We know Christmas can be a busy time, so we’ve extended our returns policy for the festive period.
Online purchases made from the 1st November onwards can be returned or exchanged until 8th January 2017.
All our orders are shipped using a trackable service. For a delivery update, please log on to the relevant carrier’s website and enter the tracking reference provided on the dispatch confirmation email.
Alternatively, you can log into your account to track your order delivery progress.
All online orders are lovingly packed and dispatched in white tissue with L’Agent branding. We dispatch orders in an anonymous and discreet box with your address label. Nowhere does it state L’Agent on the outer packaging.
When your order is placed, our warehouse begin to pack it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to, amend or cancel an order once it has been placed. Your purchases can be returned for a refund or exchange within 14 days. If you have forgotten to purchase an item, you will need to place a secondary order.
All L’Agent by Agent Provocateur orders require a signature on receipt. If nobody is home to sign, your order will be returned to the carrier’s local depot and instructions will be left regarding redelivery.
Unfortunately we are unable to ship to BFPO and APO/FPO addresses.
International Standard Delivery is not available for certain countries. Please refer to the country list during the checkout to see if it is available in your country.
You may need to pay duties if you are based outside of the UK and EU. When your delivery reaches the country of destination, import duties and taxes are levied and payment of these are necessary to release your order from customs. We are unable to advise on rates as they vary according to country. Please consult your local post office services for more information.
L’Agent by Agent Provocateur is committed to delivering beautiful product and great service every time you shop with us. We hope you are delighted with your purchase; however, should you wish to return your order for an exchange or refund, simply return to us within the time frame below.
1. Complete and enclose the returns form that came in your order
The returns form enclosed with your order must be completed in full and accompany the item(s) you wish to return. Failure to do so will prevent us from processing any refunds or exchanges. If a form has not been enclosed with your order, please contact us at firstname.lastname@example.org
2. Products and packaging must be returned in their original state
Lingerie - please ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been worn or is soiled.
Labels & packaging - all items must be returned in their original condition and packaging, with all labels attached.
Hosiery - we cannot accept returns on hosiery once packs have been opened.
3. Please send all returns via a recorded delivery method
We cannot be held responsible for returned orders lost in transit. We recommend that you send your return back to us by registered post and retain proof of posting. We reserve the right not to issue a refund or exchange if you do not follow this policy.
Returns need to be sent to the below address:
4. Return within 14 days of order receipt
Outside of the 14 working days, refunds will be processed at our discretion.
Please note that we only offer size exchanges. Where available, replacement items will be dispatched within 14 working days. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website.
Refunds are processed within 14 working days of receipt to allow for inspection onto the original method of payment (Credit card or PayPal account). We cannot facilitate with refunds to a third party. You will receive an email once your order has been refunded.
We offer free returns on orders sent to the UK. If you prefer to use a different method of shipping for returning your items, we are not able to refund any costs that you incur.
For returns from outside the UK, we will refund postage up to the value of your outbound shipping charge, upon request and with a valid proof of posting.
For items purchased in a boutique you will need to return your item in-store within 14 days of purchase. L'Agent by Agent Provocateur Boutiques do not offer refunds. Goods must be returned within 14 days of purchase for exchange. Goods can only be exchanged if they are returned in perfect condition with tags attached and with a receipt, as proof of purchase. We do not accept returns of Sale items.
If you have any queries regarding the status of your order, please visit our CONTACT US page.