Terms & Conditions

Descriptions of our products and services

We take reasonable precautions to try to ensure that prices quoted on the Site are correct and that all products have been fairly and accurately described. However, when ordering please be aware that that your orders will only be accepted by us if there are no errors in the description of the goods and their prices as advertised on our Site;

All our prices are stated in pounds Sterling.

Packaging may vary from any shown on the Site.

Any sizes shown on the Site are approximate. They may vary slightly. Please allow for this when ordering and receiving the items.

Our products colours are displayed as accurately as possible on the Site, however the actual colour you view depends on your own screen. As such, we cannot guarantee that your screen display of any colour will accurately represent the colour of the product once received by you. Please allow for this when ordering and receiving the items.

All of our items are subject to availability. We will of course let you know as soon as possible if any products you have ordered are not available. We reserve the right to offer alternative products of equal or higher quality and value.

Delivery information, timescales and charges

We take your privacy and confidentiality very seriously and as such, all of our orders are dispatched in discreet, plain packaging. We will never make your specific order details available to any other third-party company for any marketing or other purposes.

To ensure that our pricing is upfront and clear, we offer free standard delivery on all of your purchases from us. You are of course able to upgrade your delivery and the various options are all detailed at checkout. Delivery charges and associated timescales may vary depending on the products ordered and the delivery service you select. In the event that no one is available at the address you have specified at the time of delivery, and the parcel is too big to fit through a letterbox, a card will be left at the address with instructions on where to collect your parcel or how to rearrange delivery.

All risk in the products you order shall pass to you when they are delivered to the delivery address specified in your order. Importantly, this includes the risk of loss and/or damage to the products.

We shall have no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control. Delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. For further information about your legal rights contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau).

Promotional Codes

If you have a promotional/coupon/voucher code, you need to enter this into the Coupon Code box on the ‘Basket’ or ‘Checkout’ pages and click ‘Apply Coupon’. Promotional codes can be used once only per customer as defined by their email address and/or credit card address and/or delivery address. Only one promotional code can be used per transaction. Offers cannot be used in conjunction with certain other offers. Codes offering a discount, and/or when you spend a certain amount can only apply to a single transaction and exclude delivery charges and selected products. Please note that promotional codes also have an expiry date, after which they are not redeemable.  They may also be withdrawn at any time without notice.

Promotional codes remain the property of us, are non-transferable and may not be reproduced in any form. We reserve the right to remove promotion codes at any time and without warning.

Paying Us

Our only accepted payment currency is in UK Pound Sterling (GBP).

We accept the following cards and methods : PayPal / MasterCard / Visa / American Express

Charging for your order

We will charge you for your order as soon as the order has been placed. If we are unable to fulfil this order, the order total will be refunded to the method you originally paid for your order with.

Order confirmation

When you place an order, you will receive an email from us acknowledging your order, which will contain your order number. This information will also be available on your libida.co.uk account if you have registered with us.

Please note that this email is only to acknowledge that your order has been received and is not confirmation that your order has been processed. Once your order has been dispatched, we will send you a confirmation email confirming that your order has been sent from us.

Once your order has been placed, please allow up to 24 hours to receive your order confirmation email.  Please check the spam/junk and promotions folders of the email address used to place your order. If you have a libida.co.uk account, you can also review your order history here.  If you have still not received your confirmation after 24 hours, we would want to resolve this as quickly as possible. For next the steps in resolving this matter, please contact our team by visiting the ‘Customer Service’ page on the Site.

Returns & Refunds

You will have 28 calendar days from the date your order is delivered to return item/s from your order. Should you wish to return an item and receive a refund for your online order, you can do so by  registering your return on our ‘Customer Service‘ Page.

Our Customer Service team are available during normal office hours, Monday to Friday: 9:00 – 18:00 and Saturday 10:00 to 13:00.Please refer to or ‘Customer Service’ page for details how to get hold of us. We can be contacted outside of these days and hours, but response time may be delayed as our offices are not open, but support will still be available. Remember, the libida.co.uk website operates 24/7 and remains available to use to get in touch with us. Please be aware that all of our e-mails are conducted in English.

In order to return an item, it must be unworn, unwashed and in its original, re-saleable condition with original packaging, tags and/or labels un-removed or un-broken.

We cannot refund the following:

Unfortunately, we cannot offer exchanges.

Nothing in this returns policy affects your statutory rights. Your rights under our returns policy are in addition to your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please retain your invoice/order confirmation email, containing specifics about your order and the order number.  We will process any approved refund using the original method of payment as long as the item(s) meet the above conditions.

The cost of returns policy

We are very conscious of both the impact a cycle of purchasing and returning is having on our environment and crucially upon the price point which is chargeable for an item so as to continue to provide good value for money. For us to achieve our goal of being sustainable in both these regards, we intend to be central to influencing this positive change. To enable customers to make a more informed decision when choosing our products, we have introduced several new tools such as ‘Style Size Guide & Fit Tips’ and ‘Style Variations’ as part of our product information sections and in addition to the main product description.

Remember, as a benefit to our customers, all of our purchases benefit from our free standard delivery with no application of minimum purchase amounts to enable this. In light of the commitment stated above, we do not offer free returns. However, we do enable any return to be cost effective for you and have ensured our weight of products and size of packaging enables an economical return charge. Items returned via Royal Mail 2nd Class post, in packaging less than 24 x 16.5 x 0.5cm, and a weight less than 100g incurs only a 68p charge, considerably less than some of our competitors who have also adopted this. Please see further details on the specification for returns below. Whilst we suggest Royal Mail 2nd Class postage as the most economical method of returning items, you are free to chose alternate couriers as you see fit. We will however not pay for any return charge, however incurred by you.  Please be aware that Royal Mail charges may increase and specifications change so whilst correct at time of writing, the above return specification and cost is provided for guidance only.

Returning via post:

Please follow the instructions outlined below:

• Complete the Contact Form which can be found on the Customer Service page.  From the ‘Reason For Contact’ dropdown, select ‘Returns Notification’  option.  Ensure you complete all details on the form, including your Order Number and Order Date.
• Enclose a Return Note sheet in your package (the sheet with the information about the items you wish to return).
• Always make sure that the following information is included in your package so that our team can process your return. Please provide:
  • Your Full Name
  • Your Order Number(s)
  • The product SKU code(s)
  • Total Quantity of items returned in the pack
• Package up your items (labels, tags and seals intact/unremoved/untampered with) with the returns form in the bag or box your order came in, or a suitable alternative.
• All returned items must be returned in a resalable condition including the original packaging, tags and/or labels.
• Ensure the Product(s) are placed in a securely wrapped parcel.
• If wanting to send within their 68p cost The parcel dimensions should not exceed 24 x 16.5 x 0.5cm, and a weight less than 100g (to be eligible for the Royal Mail Letter) (Please check current rates before posting)
• The returns should be posted to the address below:
  Returns. Libida, Meadowgate Ltd, Meadowgate House, 29 Main Street, Loughborough LE12 9TA.
• Take the parcel (with the enclosed returns note) to a Post Office (or other courier of your choice).
• Important : Ask the Post Office or courier for proof of postage. You should retain this until you receive your refund. Regrettably, we can only provide a refund for a lost return once we have been provided with a proof of postage.

It is your responsibility to retain all return documentation and to also ensure that the item(s) posted back to us can be tracked and traced.

Please note that failure to follow the above guidance may lead to a significant delay in the processing of your refund.

Your refund for a returned item

Please note we will refund you in fourteen (14) calendar days from the date on which we receive the returned Product(s) at our address.

Any refunds made by us will be made to the method of payment provided when you placed your order. We reserve the right to withhold amounts for Products which are found to be damaged on return. You will be refunded the amount you paid for the Product(s) returned, excluding any additionally incurred delivery charges (if appropriate). In other words, we will refund you the cost of the Products but not the delivery charges which you may have been charged in addition to the standard free delivery we offer.  As such, no upgraded delivery option you may choose which incurred an additional charge will be refunded.

Delivery costs are not refunded unless your items are faulty, or your order is cancelled under the distance selling laws. Please see the Rights To Cancel section in this document for further information.

Should you have used a discount or voucher or coupon code with a threshold value and the returned items make the remaining order value fall below this threshold; the amount refunded will be minus the value of the discount code.  Please note we do not exchange discount codes so if you return an order where a code has been used, you have now used your code and another will not be issued.

Defective products

If you are unhappy with any of your purchases and feel it may be defective due to a manufacturing fault, please do get in contact with us through our Contact us from which can be found in the Customer Service section

In the form, select the option: ‘Return Notification – Faulty Item’.

Please do provide as much information as possible concerning the Product and the order.

If you return a defective Product to us (which must be by post) we will examine the returned Product and will notify you of your refund via e mail within a reasonable period of time. We will process any refund we have approved as due to you as soon as possible and, in any case within fourteen (14) calendar days of the day we confirmed to you via email that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the product to you and the standard free delivery cost (incurred by us) in returning the product to us. You will be refunded the amount you paid for the Product(s) returned, excluding any additionally incurred delivery charges (if appropriate). In other words, we will refund you the cost of the Products but not the delivery charges which you may have been charged in addition to the standard free delivery we offer.  As such, no upgraded delivery option you may choose which incurred an additional charge will be refunded.

Your right to cancel

You have a right to cancel your contract with us at any time within fourteen (14) calendar days. This period begins on the day after you received the Products purchased. You do not have to give a reason. In this case, you will receive a full refund of the price paid for the Product in accordance with our Returns Policy. This cancellation period will expire after fourteen (14) calendar days from the day on which you or a third party (of your consent) acquires physical possession of the Products.

You have a legal obligation to take reasonable care of the Product(s) while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

Items must be unworn, unwashed and in their original, re-saleable condition with original packaging, tags and/or labels un-removed or un-broken.

• Lingerie, which has been worn, or where tags or labels have been damaged, tampered with or removed;
• Hosiery, which has been worn or where any seal is broken;
• Items purchased as part of a set, but which have been returned separately or as an incomplete set;
• Personalised item(s) (e.g. altered)

To exercise your rights to cancel a contract, you may use our cancellation form. This can be found in the Customer Service section of the Site and inform us electronically by using our Contact Us form and completing the sections and choosing the dropdown option ‘Order Cancellation’.  We will provide an acknowledgement of receipt of any cancellation by email as soon as possible.

You can also inform us at of your decision in writing, sent by post or email, to our address, by a clear statement of your wish to cancel your contract within fourteen (14) calendar days from receipt of your order.

So as to meet the cancellation deadline, it is sufficient for you to send your communication and proof of postage concerning your exercise of the right to cancel before the cancellation period has expired.

What happens after cancellation

Should you cancel the contract, we will reimburse to you all payments received from you.  This includes the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

A deduction will be made from the reimbursement for loss in value of any product(s) supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than fourteen (14) calendar days after the day we receive back from you any Products supplied; or (if earlier) fourteen (14) calendar days after the day you provide evidence that you have returned the Product(s); or If there were no Product(s) supplied, fourteen (14) calendar days after the day on which we are informed about your decision to cancel the contract.

We will reimburse using the same means of payment as you used for your transaction, unless you have expressly agreed otherwise. You will not incur fees as a result of the reimbursement.

We will withhold reimbursement until we have received the Product(s) back or you have supplied evidence of having sent back the Product(s), whichever is the earliest.

You shall send back the Product(s) to us without undue delay and in any event not later than fourteen (14) calendar days from the day on which you communicate your cancellation from this contract to us at :Returns, Meadowgate Ltd, Meadowgate House, 29 Main Street, Loughborough LE12 9TA.

The deadline is met if you send back the Products before the period of fourteen (14) calendar days have expired.

You are only liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s).

Update History of Terms & Conditions

V2 25th August 2022. (This the latest update of the policy)

V1 29th July 2022.