Main Container Column1

Delivery & Returns

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

DestinationServiceDelivery windowCost
UK Standard 2-3 Working Days £5
Europe Standard 3-6 Working Days £10
International Express 2-5 Working Days
(order by 2pm GMT)
£20
Canada Express 3-8 Working Days £20
 

We are currently experiencing extremely high volumes of orders at our warehouse due to our Summer Sale and we extend our sincere apologies for delays you may encounter in receiving your recent purchases.

Our teams are working extremely hard to ensure this is rectified as quickly as possible and we expect to resume normal service very shortly.

For further information on your order status, please contact;

customerservice@lagentbyap.com with your order number and we would be delighted to assist.

Tracking your order

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.

How your order arrives

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.

Request to cancel or amend your order

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.

Insurance

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.

Delivery restrictions.

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.

Import duties

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.


RETURNS

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.

Returns checklist

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 customerservice@lagentbyap.com

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:

L'Agent Returns
C/O Amethyst 
Lodge Road
Staplehurst
Tunbridge
TN12 0QW
 

4. Return within 14 days of order receipt

Outside of the 14 working days, refunds will be processed at our discretion.

Exchanges

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

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.

Returns costs

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 Boutique Purchases

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.

Need Help?

If you have any queries regarding the status of your order, please visit our CONTACT US page.