Latex Clothing made for you

Orders, delivery & returns

When you place an order with us...

You will receive an email-confirmation giving details of what you have ordered. It will also give you an estimated date of despatch of your order. If it's not right – then please email service@libidex.co.uk so that we can put it right for you. Please note we can only accept changes to your order up to 7 days after your have placed it. Your order will then be sent to our workshop. All garments ordered through this site are made by hand for you when you order them – they are not kept in stock – so making your order may take a little time. If you need your latex faster, please visit out sister site www.LatexEXPRESS.com, where you'll find a good selection of Libidex garments available direct from stock for immediate despatch. Or you can use our Rapid Order Service to have your made-to-order garment despatched in 10 working days. Once your order is ready, we will let you know that it is on its way to you.

You can check on progress of your order by using our Order Tracking Service.

Delivery Charges

We will add the cost of postage and packing to your order. Our delivery charges are based Royal Mail 1st Class signed-for Delivery in the UK, and Royal Mail International Signed delivery to the rest of the world. The price is calculated according to the size, weight, value and destination of the consignment. We can ship your order to anywhere in the world.

Signed-for Delivery

When your order is delivered, it has to be signed for when you receive it. If the postman delivers when you are out, then your order will usually be taken to your local sorting office, and you will be left a note that it is there for you to collect. We cannot be held responsible if you don't collect your order from the post office. Arrangments for collection may vary from country to country.

Courier Service

If you need your order delivering fast, or prefer not to trust the post, then we can arrange to send your order by courier - at extra cost. We will send your order by one of our selected couriers such as UPS or FedEx and you will receive your items in 1-2 days within Europe and 3-4 days for the rest of the world (depending on where you live).

Please note that we do not arrange delivery on customers' behalf using customers' own courier accounts. If you wish to use your own courier, you must arrange collection, delivery and payment directly with them yourself.

Liability

While we will make every effort to ensure your order is delivered safely and on time, we cannot take responsibility for failure of delivery, or damage to goods in transit, due to circumstances beyond our reasonable control.

Delivery and Despatch Time

All our garments are hand-made, and production is now taking 2 to 4 weeks during this busy Sales period. Orders are sent out when production is complete, If you need your order urgently we offer a quick production service called 'Rapid Order' (This is a guaranteed 10 working day production and despatch service which is charged at an extra 25% of the original price of the item- not the discounted price).PLEASE SEE CHECKOUT PAGE FOR AVAILABILITY OF THIS SERVICE.

Delivery time is additional to production time and depends on your location and your local postal service. Goods are always sent by tracked and signed for postage. However, if you need your goods urgently and you want us to send your items by courier, please select this option at the checkout.

Refunds

Because our goods are customised and made to order, we are not obliged to offer refunds if we are not able to deliver by a specified date. Please refer to section 3.5 of our full Terms & Conditions.

Silver Rapid Order Service

If you want your made-to-order latex garments in a hurry, we can offer you our Silver Rapid Order Service. For an extra 25% (calculated from the original NON-discounted price), we will expedite your order through our workshop, so that it will be despatched in 10 working days. "Working days" mean Mondays to Fridays only, excluding weekends and UK public holidays.

The additional price for this service is calculated on the full retail price of the garment, not on any discounted or sales prices.

Despatch times

Despatch times will be calculated from the day we receive your order, provided it is placed and paid for in full on that day by 2.00pm UK time.

Please remember that while we aim to despatch your order within a given time, we cannot guarantee delivery by a specific date, since we have no control over national or international postage / courier services.

We will only start work on your order once it has been paid for in full and we have fully verified your bank credit card, billing and shipping address. In some circumstances – particularly for larger orders or overseas cards - we may have to carry out additional checks. We will of course inform you if there is any delay due to these checks being made. Once all checks are complete your order will then be processed.

Availability

The above services are subject to availability, and that we may occasionally have to suspend them if we have a large volume of orders to deal with.

Defective Goods

If the garments you have ordered suffer from manufacturing defects or are not what you ordered, we will replace them free of charge, provide a credit note for goods to the same value, or refund your money. We cannot offer cash refunds on garments in any other circumstances, but may at our discretion offer an exchange or credit note. Manufacturing defects will be rectified at our own cost. We cannot be held responsible for damage caused by misuse or poor care of garments.

If your garment is the wrong size, we will replace it for one of the right size free of charge (apart from return postage) provided you return it within 7 days of purchase. Please note that it may take up to 20 days to replace the garment.

  • We cannot offer refunds for Made-to-Order garments for any other reason. This is because such garments are made to order to the customer's specification and it is very difficult for us to re-sell them.
  • You must notify us of any defect in the garment or mistake in your order within 7 days of receiving your order - otherwise we cannot offer you an exchange or refund.

Returning Goods

Please contact us first before returning items. We strongly advise you to use Registered Post or Signed-For Delivery or equivalent, as we cannot exchange your garments if they get lost in the post.

  • When returning goods from outside the EU, please indicate clearly on your customs declaration that the goods are being returned for repair or refund / exchange, otherwise duty may be payable. Goods with incorrect customs declarations will not be accepted by us and will be returned to the sender.

Cancelling or changing your order

If you wish to cancel an order you may do so, but you must tell us within 7 days of placing it - after that, we will have started making it and you won't be able to cancel. The same applies if you wish to make alterations to your order after placing it - we can accept changes up to 7 days after you placed your order with us. After that, you will have to place a new order. The above terms and conditions do not affect your statutory UK rights.

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