FAQ

Any item ordered from this website can be returned free of charge within 28 days of receipt. Items must be returned in their original condition, with all labels still attached, and in their original box. You must register your return online in order to receive a return label or QR code.

Yes, we offer a free return service for all online orders on this website.

We offer two return methods: via Royal Mail (= printer required to print a return label) and via DPD (= no printer required, with QR code). You must register your return online in order to receive a return label or QR code.

No, we do not offer direct exchanges. Please return your current order and place a new one. Note that we can only accept returns of items purchased on this website. Items purchased in one of our boutiques or from one of our retail partners should be returned directly to them.

No, we kindly ask you to register and return each order separately to ensure smooth processing.

Please make sure you have entered the correct details: the email address that you used to place the order and the order number starting with ‘P’, which can be found in your order confirmation. Note that the third character is a zero (not a capital O). If you have an account on our website, you can also register a return via the order overview page in your account.

This is correct: all online orders are delivered paperless. You can download a return label after registering your return online. We also offer paperless returns through DPD. You can select your preferred return method when registering your return.

You can still register the forgotten item separately by following the usual steps. Items that have already been registered cannot be registered a second time. Please return the item together with other items from the same order, or in a separate parcel without other items (if your first return parcel has already been sent).

We are happy that you changed your mind and found an item that fits you well. You do not need to do anything; you will only receive a refund for the items that you actually return.

After registering a return on our website, you will receive an email with either a link to download your return label, or a QR code, depending on the chosen return method. Be sure to check your spam folder. Can’t find anything? Please contact Customer Service.

We recommend contacting your local post office to see if they can print your downloaded return label.

Unfortunately, we do not offer home collections. Please take your parcel to a drop-off point instead. If this is not possible or you would prefer a home collection, you can arrange one at your own expense. It is important, however, that you use the original return label addressed to our partner. We are not liable for any problems during transport if the original return label has not been used.

Please note that it usually takes between 15 and 30 minutes for a return label or QR code to activate. If you need further assistance, please contact Customer Service.

Provided that you registered both returns and the items are still in their original condition with all labels attached, our partner should be able to link them to the correct order. However, please note that this may delay the processing of your returns.

You can track your return by entering the barcode shown on your proof of posting on the Royal Mail website: https://www.royalmail.com/track-your-item Note: the first character of the barcode is a capital letter “O” (not a zero).

You can track your return by entering the barcode shown on your proof of posting on the DPD website, using delivery postcode XX40 3WW: https://track.dpd.co.uk/

We are sorry to hear this! Please contact Customer Service to arrange the return.

According to the terms and conditions stated on our returns page, we cannot refund this item or return it to you. We accept no liability for items purchased outside of our online store. The item will be donated to a good cause.

Our partner can only process items that are returned in their original condition, i.e. with a barcode, all labels present, and in the original box. Unfortunately, we are unable to refund or return this item. It will be donated to a good cause.

Our partner usually processes return shipments within 7 business days (weekends not included). Depending on the payment method, it may take a few more days before the refund appears in your account.

Processing times may be longer during sales periods. Have you been waiting longer than this? Please contact Customer Service and provide the following details: your name, order number, and proof of posting from the drop-off point. We will then check the status of your return and take appropriate action.

Please contact Customer Service and provide the following details: your name, order number, item details, and proof of posting from the drop-off point.

Please note that if you redeemed a discount code or voucher, the corresponding portion of the refund will be reactivated on that coupon or voucher.

We believe Lingerie and Swimwear aftercare is of the utmost importance. Special care is needed when washing your fine lingerie and swimwear. If you follow the care instructions below, it will help keep your lingerie beautiful for longer. Always follow the care instructions given on the label of your lingerie.

Prep your pieces Fasten all hooks and place your lingerie or swimwear in a sealable laundry bag.

Washing machine tips

• Fill the machine up to 1/3 full with similar delicate items.
• Use a delicate wash program at 30°C (unless the label says otherwise).
• Keep the speed low (max. 600rpm).
• Use a small amount of mild liquid detergent. No bleach or fabric softener!

Drying

• Air dry your items on a drying rack indoors or in the shade.
• Keep them out of the sun.
• Separate the cups of pre-shaped bras to avoid dents or creases.
• Never wring out your items, place them on a heat source, or iron them.

Storing your lingerie and swimwear

• Make sure your pieces are completely dry before storing.
• Slide the cups of your bras and swimwear together and store them in a row to maintain their shape.
• Avoid folding or creasing them.

Extra tips

• Wash your lingerie after 2 or 3 wears.
• Sauna, jacuzzi, high chlorine levels, and sunscreen can shorten the life of your swimwear.
• Rinse your swimwear immediately in clear water after use.

Ideally, you should wash your lingerie after having worn it for one day. We strongly advise you to wash your lingerie by hand. Delicate laces and embroideries will last much longer if washed gently by hand. Fill a tub with warmish water (max 30°C) and detergent, and repeatedly immerse the lingerie. Make sure that the lingerie keeps moving. Don't wring it or rub it. Rinse with clear warmish water (max 30°C) until all the detergent is gone. Never put lingerie in the tumble dryer, but hang it out to dry. Lingerie can dry flat on a towel or be hung on a drying rack. Always hang the bra by the central front panel so it can dry evenly. Never put lingerie on a heat source. Only put lingerie away if it is completely dry. Lingerie should not be ironed.

Always follow the care instructions given on the label of your swimwear. Avoid wearing new swimwear in the sauna or Jacuzzi as this can cause serious degradation to the garment. We would suggest that an older garment is used as an alternative. Avoid contact with chlorine and sunscreen. Rinse swimwear immediately after every use in clean, cold water. Wash swimwear in cold water with detergent. Use a mild liquid detergent for delicate wash. Never let it soak overnight. Never wring swimwear. Never put swimwear in the tumble dryer, but hang it out to dry. Swimwear can dry flat on a towel or be hung on a drying rack. Only put swimwear away if it is completely dry.

Please note, we are unable to accept as faulty returned lingerie or swimwear where damage has been caused by not following the washing instructions on the label.

Promotions on our website are announced either in a newsletter or directly on the website. If you are told that you need to activate the code manually, enter it in your shopping basket. Once a promotion code has been successfully applied, you will see this reflected in the order summary. Note that promotion codes will only be accepted when your order meets the required promotion conditions.

This website accepts following payment methods

• Credit and debit cards: Visa, MasterCard, Maestro and American Express
• PayPal
• Google Pay
• Apple Pay

The availability of specific payment methods may depend upon the value of your order.

When you choose to pay by Credit or Debit Card, you agree that we will perform a credit check prior to authorising this payment method.

This Website partners with a first class Payment Service Provider, guaranteeing both secure online payment safety and protection against fraud attempts.

This website accepts following payment methods

• Credit and debit cards: Visa, MasterCard, Maestro and American Express
• PayPal
• Google Pay
• Apple Pay

The availability of specific payment methods may depend upon the value of your order.

When you choose to pay by Credit or Debit Card, you agree that we will perform a credit check prior to authorising this payment method.

This Website partners with a first class Payment Service Provider, guaranteeing both secure online payment safety and protection against fraud attempts.

This website accepts following payment methods

• Credit and debit cards: Visa, MasterCard, Maestro and American Express
• PayPal
• Google Pay
• Apple Pay

The availability of specific payment methods may depend upon the value of your order.

When you choose to pay by Credit or Debit Card, you agree that we will perform a credit check prior to authorising this payment method.

This Website partners with a first class Payment Service Provider, guaranteeing both secure online payment safety and protection against fraud attempts.

Yes. To ensure that your shopping experience is safe, easy and secure, this website uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects sensitive information you send to us over the internet including your name, address and credit card details. Encryption ensures that no one can see the information that is sent between your device and our website. SSL technology not only encrypts information, but also assures your browser that your data is being sent to the correct and secure computer server and also checks the transmitted data to ensure that it has not been altered in any way. As soon as you enter an SSL-enabled area of the website, you will see a lock at the bottom of your browser. This means that the data entered here is protected. If you are participating in the Visa Secure or MasterCard Secure programmes, you will also need to enter your password to complete your transaction.

After you have successfully completed the checkout process, you will receive an order confirmation email. If you have not received any confirmation within 30 minutes after placing your order, please contact us at contacten@primadonna.com so that we can check if we have successfully received your order. However, this email is not a confirmation that we have successfully processed your payment. For credit and debit card payment methods, it may happen that we do not obtain payment authorisation from your bank. Usually, the denial of a payment authorisation occurs within 1 working day from the time you placed an order. If payment authorisation is denied, we will cancel your order and inform you via an automated mail.

There are several reasons why a payment was rejected. Check the information you entered carefully and try again. Remember that the billing address must match the address provided by your bank or credit card issuer, otherwise your transaction may be declined by our Payment Service Provider, even if your bank has authorised the payment. We will not accept payment from you until the items are dispatched, but the money will be reserved in your account at the time of ordering, even if the payment has not successfully reached us. If the payment has been declined, it will take approximately 4 working days for this authorisation code to expire and the funds to be released. If you have checked and re-entered your details, please contact either your card issuer or our customer service. Do not enter your details more than once as this may prevent your funds from being authorised for other transactions.

All the photos shown on our website are shot at high resolution under light conditions that reflect normal daylight. The colours are therefore displayed very realistically. However, differences between the colours of garments and what is displayed on your screen may be affected by your screen settings.

If you are having problems using our website please contact us via email at contacten@sardaworld.com so that we are able to help you to place your order.

We will send you an automated email confirming receipt of your order. If you have not received this email within 30 minutes of placing your order, please contact our customer service team at contacten@primadonna.com, so we can check if your order was successful.

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