FAQ
WILL MY TRANSACTION BE SAFE WITH YOU?
We use the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). We use Verisign and Sagepay who are two of the most trusted transactional systems available, and we are fully monitored by PCI Compliance who test us several times a year to ensure that everything is working perfectly. So, yes, your transactions will be safe!
HOW DO I PLACE AN ORDER ONLINE?
You put it in your basket and then checkout… If you can’t figure it out, then something has gone horribly wrong with our website, and you can email [email protected] and let us know what you want so we can assist you personally.
WHERE IS MY CONFIRMATION EMAIL?
You should receive an order confirmation within a few minutes of placing your order. If you didn’t get it, please check your junk filter, in case your email system got a bit over-excited when it saw our sexiness coming it’s way. If it’s not in your junk, then please email [email protected] and we’ll find out what’s going on and resolve it for you.
After the order confirmation email, you will also receive a series of progress emails so that you know when your order is being packed, when it’s despatched and how to track it. After it’s delivered, we’ll send you a follow up email to make sure everything is how you like it, and asking for a review. Please review us, we care what you think and it helps our future customers know what to expect.
HOW DO I TRACK MY ORDER ONLINE AND HOW LONG UNTIL I GET IT?
Once your order is despatched, we’ll send you an email with information on how to track it, this will include a tracking number if applicable. Please visit our Delivery Options page for details on estimated delivery times.
DO YOUR PRODUCTS EVER GO ON SALE?
We’re a small company, and some of our garments are made in extremely short runs, like 5 pieces in total for a style. So, if you fall head over heels in love with one of our creations, it’s not a wise move to wait around for the sale to happen. If you’re just darn stubborn, willing to wait several months/years and run the risk of letting it get away, then, yes, we do occasionally have a clearance sale.
HOW DO INTERNATIONAL SHIPMENTS WORK?
We send all international orders via Royal Mail Track and Trace / Airsure, these are priority tracked services. Please note that your parcel may be subject to import duties and taxes over which we have no control as they are levied by your tax and customs office in your country. You, as the customer and importer of the goods, will be responsible for these charges. Once you have placed your order you will receive a sequence of confirmation emails, inside these emails will be your unique tracking reference and a link to the Royal Mail Track and Trace system where you can track the progress of your delivery. All deliveries are subject to the Royal Mail terms and conditions of carriage, if you would like any further information, please visit the Royal Mail Website
WHICH PAYMENT METHODS CAN I USE?
You can pay by Credit Card, our payment gateway is operated by SagePay, a globally accepted online payment system, this ensures your transaction will be safe, swift and secure. You can use any of the following cards: VISA / VISA Debit / VISA Electron / Mastercard Credit / Mastercard Debit / Solo / Maestro / American Express.
If you have a PayPal account then you can pay using this service, just follow the instructions at the checkout.
HOW DO I FIND THE RIGHT SIZE FOR ME?
To ensure you get the perfect fit, we recommend that you consult our fitting guide and bra size calculator, and order more than one size to try on. You can return the ones you do not want to keep. Please email us before you return goods to notify us of the style and sizes you are returning.
WHAT IS YOUR RETURNS POLICY?
Your return needs to be received by us within 30 days of you receiving your pieces, and they need to be unwashed and unworn. Unfortunately we cannot accept returns for any items that show signs of being worn.
HOW DO I RETURN AN ITEM?
We have a no fuss returns policy and will exchange, credit or refund goods if returned within 14 days in perfect condition.
To ensure you get the perfect fit, we recommend that you consult our fitting guide and bra size calculator, and order more than one size to try on. You can return the ones you do not want to keep. Please email us before you return goods to notify us of the style and sizes you are returning.
If you wish to make a return, please email us within 7 days of receiving your order, stating the order number, your reason for requesting a return, and the styles / sizes you are returning.
Once approved, we will issue you with a return authorisation and you should then return the goods to the return address. You should also let us know asap, which items you would like to exchange for, so that we can reserve your items for you. This is essential to avoid disappointment, as we carry limited stock on most items.
Make sure you return the goods in their original condition with undamaged packaging including attached swing tag. If the swing tag is removed, we will not be able to issue the exchange or credit note.
For hygiene reasons, due to their intimate nature, we are not able to accept returns of knickers, shorts and briefs if they have been obviously worn. Due to their unique nature, items which are made-to-order to your specification are not returnable.
Made by Niki do not currently provide postage paid returns shipping labels, and are unable to cover the cost of return postage, therefore please ensure that your return postage is fully and correctly paid, otherwise it may not reach us.
We can only exchange goods that are received by us and we are not responsible for the goods in transit, therefore we recommend that you use a tracked registered postal service and retain the tracking number. Replacement goods that are in stock, as well as vouchers will be issued within 14 days of receipt of the returned goods to give us time to inspect them.
Made by Niki Returns, Calveley Farmhouse, Long Lane, Calveley, Tarporley, Cheshire. CW6 9LH. (UK).
HOW SHOULD I CARE FOR MY MADE BY NIKI LINGERIE?
Please handle your lingerie with care and as instructed on the label. We recommend that you hand-wash all items in cool water with a mild lingerie detergent, dry flat and do not iron or tumble dry. Machine washing is not generally recommended for delicate lingerie, as delicate under-garments can become damaged or discoloured from the rough handling and length of a machine cycle. Always separate colours from light garments and handwash your lingerie separately. We cannot accept any returns of machine-washed goods. Some garments, such as our fur collars, may be 'professional dry clean only'. Always read the label before you wash!
SOLD OUT? NOOOOOOO!
Sorry, sometimes it happens. You love something a lot, but a lot of other people loved it a lot too, and then it was gone. If it says 'Sold Out – Not Available', it means we won't have it back in the immediate future. BUT if it says 'Sold Out – Due in [date]' you're in luck – we’re sewing more! Woohoo.
I'M NOT INTO DIGITAL. CAN I ORDER OVER THE PHONE?
Yes, call us on +44(0)1829-261-447. Please note our office hours are Monday-Friday 9am-5pm GMT
HOW CAN I SIGN UP AND GET 10% OFF FOREVER?
Simple...click here!
NEED MORE HELP?
If you need more help, please get in touch and we will do our best to resolve any issues for you. Click here to email us, please note that if it's outside normal office hours of Monday-Friday 9am-5pm GMT, we will respond the next working day.