Frequently Asked Questions
General
Treatly® is an online lingerie subscription service. Our Subscribers receive a hand-picked luxury lingerie outfit every month, straight to their doorstep. This is usually a matching bra and brief set, but could also be a nightdress, a robe, a camisole with French Knickers or something similar.
First, select the size and subscription option: 3 months, 6 months or 6 months with free monthly gift. The lingerie is the same for each but for the 6 month plan we also offer a surprise bonus free gift each month e.g. candle, earrings, beauty product, makeup bag, scarf etc. Just a little something to make it even more of a treat. This extra free gift is optional as we do not want them to go to waste if the recipient only wants lingerie.
Next, if you have any preferences e.g. Thong preferred to Briefs, don’t like the colour red etc., then add these using the "Preferences" drop down on the cart page before you place the order (or email us with these any time during the subscription). You can also use the "Personalised message to be printed on dispatch note" box at checkout if you'd like to include a note e.g "Happy Birthday", with the order.
We then hand select a beautiful, luxury lingerie outfit with an average RRP of £60 each month (and usually more than this) and ship from our fulfilment centre in Cambridgeshire, UK. As we know that this could be a gift for a special occasion, we bend over backwards (and every other direction) to dispatch your first month’s parcel as quickly as possible and usually within 2 working days. UK delivery is FREE and via the 2nd Class “Royal Mail Signed For” delivery service so we can make sure that it gets to the right person. Royal Mail aims to deliver parcels within 2-3 working days*. Once the parcel leaves us, you will receive an email notification of its fulfilment with a Royal Mail tracking number.
Each month we will then take payment on the 15th of the month and dispatch your parcel as soon as possible after this (usually within a week). If this payment date doesn't suit you then just drop us an email and we can update it to another day of the month. At the end of the fixed-term of the subscription, it will not auto-renew and no further payments will be taken though a large proportion of our customers do request to extend or return later!
*Kindly note that Treatly® cannot be held responsible for any delays to delivery as a result of factors outside of our control e.g. adverse weather conditions, global pandemics (!!) etc but we will always move mountains to avoid delays as much as possible.
Next, if you have any preferences e.g. Thong preferred to Briefs, don’t like the colour red etc., then add these using the "Preferences" drop down on the cart page before you place the order (or email us with these any time during the subscription). You can also use the "Personalised message to be printed on dispatch note" box at checkout if you'd like to include a note e.g "Happy Birthday", with the order.
We then hand select a beautiful, luxury lingerie outfit with an average RRP of £60 each month (and usually more than this) and ship from our fulfilment centre in Cambridgeshire, UK. As we know that this could be a gift for a special occasion, we bend over backwards (and every other direction) to dispatch your first month’s parcel as quickly as possible and usually within 2 working days. UK delivery is FREE and via the 2nd Class “Royal Mail Signed For” delivery service so we can make sure that it gets to the right person. Royal Mail aims to deliver parcels within 2-3 working days*. Once the parcel leaves us, you will receive an email notification of its fulfilment with a Royal Mail tracking number.
Each month we will then take payment on the 15th of the month and dispatch your parcel as soon as possible after this (usually within a week). If this payment date doesn't suit you then just drop us an email and we can update it to another day of the month. At the end of the fixed-term of the subscription, it will not auto-renew and no further payments will be taken though a large proportion of our customers do request to extend or return later!
*Kindly note that Treatly® cannot be held responsible for any delays to delivery as a result of factors outside of our control e.g. adverse weather conditions, global pandemics (!!) etc but we will always move mountains to avoid delays as much as possible.
There are three different subscription options:-
UK postage and a gift box are provided free of charge each month. International postage and packaging is calculated at the checkout and will be charged (in addition to the subscription package monthly cost) each month. For international orders, your country may charge you import duties at customs which you are responsible for. There are no hidden costs or fees of any kind from us. All regular subscriptions are recurring for the duration selected, unless cancelled within the term deadline. We recommend that anyone taking out a subscription read the Terms & Conditions.
- 3-month Package (£53.99 a month)
- 6-month package (£47.99 a month)
- 6-month package with free gifts (£47.99 a month)
UK postage and a gift box are provided free of charge each month. International postage and packaging is calculated at the checkout and will be charged (in addition to the subscription package monthly cost) each month. For international orders, your country may charge you import duties at customs which you are responsible for. There are no hidden costs or fees of any kind from us. All regular subscriptions are recurring for the duration selected, unless cancelled within the term deadline. We recommend that anyone taking out a subscription read the Terms & Conditions.
We currently accept Visa, Mastercard, Maestro, AMEX, Discover and Diner's Club cards for subscription payments. Your first payment will be taken at the time of checkout and payment for subsequent parcels will be automatically deducted on the 15th of each month from your designated payment method, unless the subscription is cancelled, or a month is skipped or you have requested a different payment date.
If you want to change to a different subscription plan length, you must wait until your current plan is expired/cancelled to avoid getting multiple parcels in the same month. Then you can go in and purchase a different subscription package.
Your first parcel will be the month that you placed your order so in this example you would get the January and February parcels and so on.
Yes! You can skip a delivery using the customer portal (link in the welcome email when you subscribed), or simply notify us by email at hello@treatly.uk and we will sort this for you. You can skip as many times as you wish. You will still receive and be charged for the same number of months overall i.e. the subscription will finish later.
You can update your address details yourself on your customer portal (link in your welcome email) or notify us by email at hello@treatly.uk of the new address and we can change this for you. See “Account” FAQs for further details.
You can update your card details yourself via the link in your welcome email, or on our site via your Subscription Management page by creating/logging in to your account. When you click on the button to update your card details, it will trigger an email with a link to the form where you enter the new details- this is for security reasons. See “Account” FAQs for further details. If you have any issues do get in touch with us at hello@treatly.uk.
If this is at the point of signing up to the subscription, the payment will fail and you will not be able to complete your purchase. If this is after your subscription has started, we will contact you to let you know that the payment has failed so you can correct it. We will withhold shipment of your parcels until the payment issue is resolved. This does not cancel the subscription.
This can be entered in the Order Summary section of the checkout. Click the link which says “Have a discount code? Click here to enter it”.
At the end of the fixed-term of the subscription, it will not auto-renew and no further payment will be taken. If you are loving the subscription, you can purchase a new one here.
You may cancel the contract between you and Treatly®, without giving any reason, within 15 days of the date on which the first parcel came into your possession or on which Royal Mail indicates you physically receive the goods. To notify us of your cancellation please email us at hello@treatly.uk using the template below, so that we may accurately, and promptly, process your request.
To: Treatly Ltd., 27 Newton Road, Knowle, Solihull, B93 9HL. Email address hello@treatly.uk:
I hereby give notice that I cancel my contract of sale for the following:-=
[* List products/subscription ordered]
Ordered on [* Date] and received on [* Date],
Name [* Customer name],
Address [* Customer address used to make purchase],
Email Address [* Customer email address used to make purchase],
Date [* Today’s date]
[*] Complete as appropriate
We will send you a cancellation acknowledgement and you will be required to return your order to Treatly®, without delay, and no later than 14 days from the day on which you tell us that you would like to cancel the contract. Please send the products to;
TGP Returns,
Heavenly Valley Farm,
Twenty Pence Road,
Wilburton,
Cambs,
CB6 3PU,
UK
We recommend that you send your purchase back to us via recorded delivery and retain the proof of posting as we cannot be held responsible for returned orders that are lost in transit. You will be responsible for paying your own postage costs for returning your item and these costs are non-refundable. All items must be returned in their original condition and packaging with all labels attached. Please ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been worn or is soiled.
If you cancel the contract within the 15 day period, you will be refunded the payment made for your order using the same payment method that you originally used and no further payments will be taken. We will make the reimbursement without undue delay and no later than 14 days after the day we receive back the goods supplied or (if earlier) 14 days after the day you provided evidence that you have returned the goods. We may withhold your refund until we receive the goods back from you, or you have provided us with evidence that you have sent the goods back to us (whichever is the earlier).
You can skip a month if you (or the recipient) are going to be away, update billing and shipping addresses and update card details. At the end of the fixed term, your subscription will come to an end. We do not auto-renew but you can purchase a new subscription on our site.
To: Treatly Ltd., 27 Newton Road, Knowle, Solihull, B93 9HL. Email address hello@treatly.uk:
I hereby give notice that I cancel my contract of sale for the following:-=
[* List products/subscription ordered]
Ordered on [* Date] and received on [* Date],
Name [* Customer name],
Address [* Customer address used to make purchase],
Email Address [* Customer email address used to make purchase],
Date [* Today’s date]
[*] Complete as appropriate
We will send you a cancellation acknowledgement and you will be required to return your order to Treatly®, without delay, and no later than 14 days from the day on which you tell us that you would like to cancel the contract. Please send the products to;
TGP Returns,
Heavenly Valley Farm,
Twenty Pence Road,
Wilburton,
Cambs,
CB6 3PU,
UK
We recommend that you send your purchase back to us via recorded delivery and retain the proof of posting as we cannot be held responsible for returned orders that are lost in transit. You will be responsible for paying your own postage costs for returning your item and these costs are non-refundable. All items must be returned in their original condition and packaging with all labels attached. Please ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been worn or is soiled.
If you cancel the contract within the 15 day period, you will be refunded the payment made for your order using the same payment method that you originally used and no further payments will be taken. We will make the reimbursement without undue delay and no later than 14 days after the day we receive back the goods supplied or (if earlier) 14 days after the day you provided evidence that you have returned the goods. We may withhold your refund until we receive the goods back from you, or you have provided us with evidence that you have sent the goods back to us (whichever is the earlier).
You can skip a month if you (or the recipient) are going to be away, update billing and shipping addresses and update card details. At the end of the fixed term, your subscription will come to an end. We do not auto-renew but you can purchase a new subscription on our site.
Products
Every month, we work around the clock to curate superb quality luxury underwear pieces from our favourite lingerie designers to provide our Goddesses with a total treat which will always be a complete lingerie “outfit”. This could be a matching bra and brief set, a nightdress, a robe, a camisole and French knicker set or something similar. Our parcels have an average RRP across each subscription of at least £60 a month and usually more than this. If there are some things you don’t want in the subscription e.g. thong preferred instead of brief, don’t like the colour red etc., then add this to the Preferences section on the Cart page before you place the order or email us afterwards to let us know.
If an item doesn’t fit or suit that’s no problem, just pop it back in the post within 60 days (returns instructions included with the order) and then we normally include two sets in the following subscription instead unless it is needed urgently. We will also update your subscription with the new requirements so it doesn't happen again. If totally wrong and you hate the concept, we can cancel your subscription and issue a full refund when the goods are received back. Our return rates are actually really low especially as once we know the first set fits, all the others usually do too.
If you experience any issues with missing or damaged items, you must contact us at hello@treatly.uk within 60 days from the date of receiving the merchandise. Please provide images of any damaged items for Quality Assurance purposes to ensure we can get this sorted as quickly as possible.
That would ruin the surprise!!! We do have pictures of example outfits on the subscription product page on our website. If there are some things you don’t want in the subscription e.g. thong preferred instead of brief, don’t like the colour red etc., then add this to the Preferences section on the Cart page before you place the order. Or email us at hello@treatly.uk and we will make a note of this. But otherwise, go with the Treatly flow and enjoy the surprise!
If they would like them as part of a subscription then drop us an email at hello@treatly.uk.
Some of lingerie brands we work with are listed here but this list is growing and changing. We always ensure the brands that we work with provide exceptional design, quality and fit.
Shipping
We ship to most of the world. If your country is not available when you add your delivery address at checkout then get in touch with us.
Delivery within the UK is FREE and via the 2nd Class “Royal Mail Signed For” delivery service so we can make sure that it gets to the right person. International postage and packaging is calculated at the checkout and will be charged (in addition to the subscription package monthly cost) each month. For international orders outside of Europe, your country may charge you import duties at customs which you are responsible for.
Simply notify us by email at hello@treatly.uk of the new address by the 6th of the month you wish the change to apply and we can change this for you. You can also update your address details yourself on our site viathe magic link in your welcome email, or in your Subscription Management page by creating/logging in to your account. See “Account” FAQs for further details.
When your subscription box leaves us, we send you a dispatch email which includes a tracking number and link to view this tracking info on Royal Mail’s website. If you have received this email then your box should be with you within 3-5 working days for UK orders. We encourage you to view your tracking information via this email.
IMPORTANT: if you believe your box is lost or it is showing as delivered but you've not received it, you must contact us within 30 days from the date of you're shipping confirmation email so that we can address this with Royal Mail. Any complaints received after time will not be eligible for either replacement or refund
IMPORTANT: if you believe your box is lost or it is showing as delivered but you've not received it, you must contact us within 30 days from the date of you're shipping confirmation email so that we can address this with Royal Mail. Any complaints received after time will not be eligible for either replacement or refund
We ship our parcels via Royal Mail’s “Signed For” services so that we can make sure your order reaches the right person. If no one is home/ they are unable to leave your parcel with a neighbour, the mail carrier will take your box back to your local delivery office to await collection. A card will be left explaining this and you can then follow the instruction on the card to either re-arrange delivery for a more convenient time or pick up your parcel from the local Delivery Office (take the card and a valid form of ID with you to collect your box). You can track your Subscription Box using your tracking number through the Royal Mail webpage. Your tracking info will show as “We have your item” while Royal Mail hold this item for you. If no Delivery Card has been left then please contact Royal Mail on 03456021021, with your tracking number, and they will be able to assist you.
IMPORTANT: Failure to collect your box within 18 working days will result in your box being returned to Sender. If this happens, please contact us within 60 days. After this time we will be unable to process either a refund or to resend your box.
IMPORTANT: Failure to collect your box within 18 working days will result in your box being returned to Sender. If this happens, please contact us within 60 days. After this time we will be unable to process either a refund or to resend your box.
Your Subscription Box may be returned to sender if the Shipping Address you gave us is incorrect or if, following an attempted delivery, it has not been collected from the Delivery Office within 18 working days.
IMPORTANT: If this happens you must notify us at hello@treatly.uk within 60 days of your box being shipped. After this time we will be unable to process either a refund or to resend your box.
IMPORTANT: If this happens you must notify us at hello@treatly.uk within 60 days of your box being shipped. After this time we will be unable to process either a refund or to resend your box.
Sorry to hear that your parcel arrived damaged- this can happen in transit sometimes. Please email us at hello@treatly.uk with images of any damage for Quality Assurance purposes, within 60 days of receiving the parcel, to ensure we can get this sorted for you.
IMPORTANT: Any issues with missing or damaged items must be reported to us at hello@treatly.uk within 60 days of the date the parcel was received.
IMPORTANT: Any issues with missing or damaged items must be reported to us at hello@treatly.uk within 60 days of the date the parcel was received.
Gifts
If this is a gift and you want us to add a personalised message to the dispatch note inside the parcel then add this to the "Personalised message to be printed on dispatch note" box on the Cart page.
Of course! Just use your own address as the shipping address at the time of purchase and then you can contact us at hello@treatly.uk by the 6th of the following month to change the shipping address for the remaining parcels. Or update your address details yourself via the magic link in your welcome email, or using the Subscription Management page by creating/logging in to your account. See “Account” FAQs for further details.
Just use your own address as the shipping address for the time being and then you can contact us at hello@treatly.uk by the 6th of the following month to change the shipping address for the remaining parcels. Or update your address details yourself yourself via the magic link in your welcome email, or using the Subscription Management page by creating/logging in to your account. See “Account” FAQs for further details.
If the last payment of your current subscription has not yet been taken then we can extend it for you, just email us at hello@treatly.uk
Our subscriptions do not auto-renew, they will run for the fixed term and then automatically stop.
Don’t worry, our subscriptions do not auto-renew, they will run for the fixed term and then automatically stop. If you wish to cancel altogether, see “How do I cancel my subscription?” above.
Accounts
With an Account you can update your card details, update your billing and/or shipping addresses and view your upcoming orders. For anything else, do get in touch with us at hello@treatly.uk and we will be happy to help.
You can access your subscription detials directly via the magic link in your welcome email and delviery update emails. You can also create an account here. You must use the same email address that you used to purchase your subscription.
You can access your subscription detials directly via the magic link in your welcome email and delviery update emails. You can also login to your Account here.
Please note that an account on our site is not automatically created when you purchase a subscription, you need to create one (see previous FAQs). If you already created an account but can’t login, it is possible that you have forgotten your password. If so, just click “Forgotten your password?”, type your email address and hit the “Submit” button and we will send you a new password.
You can access your subscription detials directly via the magic link in your welcome email and delviery update emails. If you have created an account, you can also login here, click on the “Manage Subscriptions” link and update the Address Information. You can also email us at hello@treatly.uk with your current and new address. Please update addresses before the 6th day of the month that you wish the changes to take effect so that we can ensure we ship to the correct address.
You can access your subscription detials directly via the magic link in your welcome email and delviery update emails. If you have created an account, you can also login here, click on the “Manage Subscriptions” link and update your debit or credit card information.
Other
Sorry about that! Our customer service team will be happy to help you. Just send an email to hello@treatly.uk
*Kindly note that Treatly® cannot be held responsible for any delays to delivery as a result of factors outside of our control e.g. adverse weather conditions.