Lou Thong

Home or ParcelShop.

• UK addresses only.
• Orders placed before 6pm will be delivered within 3 working days by EVRi.
• Choose to have your order delivered to your address, or an EVRi ParcelShop.
• We’ll email you with tracking information as soon as your order is dispatched, and the courier will email you with an ETA on the day of your delivery.
• You can track your delivery here.
• For full delivery terms and conditions click here

For some UK postcodes including the Scottish Highlands, the Channel Islands and Northern Ireland, our Standard Delivery service may take up to 4-6 working days to arrive. Click here for a full list of postcode exceptions.

Home or ParcelShop.

• UK addresses only.
• Orders placed before 7pm will be delivered the next working day by EVRi.
• Choose to have your order delivered to your home, or an EVRi ParcelShop.
• We’ll email you with tracking information as soon as your order is dispatched, and the courier will email you with an ETA on the day of your delivery.
• You can track your delivery here.
• For full delivery terms and conditions click here

For some UK postcodes including the Scottish Highlands, the Channel Islands and Northern Ireland, our Express Delivery service is not available. Click here for a full list of postcode exceptions.

• On the morning of your delivery, the courier will email you with an estimated delivery window. This is usually a 2-hour slot.
• If you're not in when delivery is attempted, the driver will leave your parcel in a safe location around your property or with a nearby Neighbour. If they're unable to leave your parcel somewhere safe, they'll reattempt delivery the next working day.
• Once delivery has been made, the courier will update the tracking information and send you an update via email. Your tracking confirmation will contain:
  • A delivery location photo
  • GPS tracking pin (showing delivery within 50 metres of your address)

• If you're not going to be in when your order is due to be delivered, don't worry, there are several options available to you via the EVRi website or Mobile App.
• Click here for more information on how to divert your parcel to a neighbour or EVRi parcelshop, set your delivery preferences and contact EVRi directly.

• If you have query about your delivery, you can find answers to common queries in our Helpcentre.
• Not received your order? Our delivery partners will always endeavour to deliver your parcel within the timeframe indicated at the checkout. However, delivery timeframes are not a guarantee and may be subject to delay.
• If your parcel hasn't arrived when you expected it to, please allow an additional 2-3 working days.
• If it still hasn’t arrived, or you can’t locate your delivery, please contact our Customer Services team within 14 days of your estimated delivery date. You can contact our Customer Care team through our Live chat, or through our dedicated customer Helpcentre.

Our Returns Policy

• If you’re not happy with something you purchase from us, you can return it to us within 28 days of receipt.
• Items must be unworn, unwashed and in their original condition (with all tags and labels intact for lingerie, and all seals intact for accessories or boxed items).
• There are a few things we can’t refund:
  • Items of clothing and lingerie that have been worn;
  • products where the packaging states that the item cannot be returned if the packaging is open or has been tampered with;
  • items of lingerie or hosiery where the hygiene seal, tags or labels have been damaged or removed;
  • individual items that were sold as part of a set; and
  • earrings and other pierced jewellery.

How to Return

• Returning your items to us for a refund is FREE with EVRi. You can book a home collection or drop your parcel off at your local EVRi ParcelShop.
  1. Visit our Returns Portal to select your preferred returns service. Alternatively, you can also start your return through the EVRi website, just click here
  2. Complete the returns form you received with your order. If you don’t have your original returns form, you can get a new one here.
  3. Package up your items, along with your returns form.
  4. Drop off your item at your chosen Locker/ParcelShop, or await your courier collection.
  5. We’ll email you confirmation and a copy of your return label.
• Please ensure you obtain and retain proof of shipping, as we may not be able to provide a refund on lost returns without this.
• Returns to our warehouse can take up to 10 working days to be received. Once we’ve received your return, we’ll usually process your refund within 5 working days. You can track your return here.
• If you haven't received a notification from us that we've processed your return after 15 working days, get in contact here.