Orders received by 3pm Mon-Fri are normally shipped that day. Should an item be temporarily unavailable or your first choice is out of stock we will contact you to offer alternative suggestions.
Phone orders are taken during regular store hours. Contact us at; 604 605 1601
You may mail in orders also.
All items purchased on the website will be charged in Canadian dollars. You have the option of looking at the items using one of a select number of international currencies in order to give you an approximate idea as to the cost of the items in your home currency. The true price of all items is shown in Canadian dollars, your credit card company dictates the actual exchange rate you will be charged.
We use Paypal to conduct transactions therefor we accept credit cards (Visa, American Express, Discover and MasterCard) as payment for internet orders. Credit card orders ship within 24 hours of the order being processed. If you wish to pay by Canadian cheque, gift card or money order please contact us via phone at 604 605 1601 or e-mail at email@example.com to help place your order. Please have your gift card number and amount ready when you call or put the information in your e-mail. If the gift card is insufficient to cover the full cost please also choose the payment method you would like to use for the remainder. Please be aware that when you pay by cheque, we must send in your cheque to the bank and wait 14 days from receipt for the cheque to clear prior to shipping your order.
Paypal uses an address verification service that requires the billing address you provide to be the same as the one on file for your credit card. If these addresses do not match, your transaction will be declined. Please make sure your credit card company has your latest address, it is necessary for us to process your order and it is recommended for your own security. They also require the CVV2 number from your card. This number assures that you have physical possession of the card. If you have any questions about these issues, please call us.
All shipments are discreetly packaged in plain brown envelopes/boxes or FedEx/Canada Post supplied packaging. Our name appears as “Scarlet" on the return address. Packaging makes no mention of the nature of the contents, except when required by international customs regulations and even then we are extremely discrete, so you have nothing to worry about.
Returns & Exchanges
Online customers may return certain lingerie items for an exchange or full refund within 21 days of receipt provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels and tags intact and attached to the garment in its original form. Panties are shipped with "hygene pins" in place preventing them from being worn unless the pin is cut (at which point the item can not be returned or exchanged). Please note with hosiery if the package has been opened it is considered a final sale and can not be returned or exchanged.
Corsets and leather goods which were purchased as a special order will be subject to a 15% restocking fee. Refer to Shipping Returns & Exchanges below for more details before you return items.
Books, board games and DVDs that are still sealed may be returned within 21 days. Due to the personal nature of all other non lingerie items sold we can not accept returns for these. Please note we do test all electronic toys (hygenically) to confirm they are working before shipping. All our electronic toys are guaranteed against breakage for 30 days under normal usage. Defective toys may be returned and exchanged for an identical item. Please check that you have tested electronic toys with fresh batteries (most manufacturers recommend Duracell) inserted in the correct direction before contacting us. Refer to "Shipping Returns & Exchanges" below for more details before you return items.
Shipping Returns & Exchanges
To return an item, please contact us first either via phone on 604 605 1601 or e-mail at firstname.lastname@example.org first before sending back the item, as you will require a return authorisation (RA) number. Items shipped to us without an authorisation number will be rejected. If appropriate, please indicate in your e-mail whether you would prefer a refund or an exchange, and allow 21 days days for your return or exchange to be processed. We will notify you of your refund once we have received and processed the returned item.
Please note initial shipping fees and the cost of gift boxes / wrapping as well as return and exchange shipping costs are not refundable. We inspect all items returned to us and reserve the right to refuse items which do not meet with our terms and conditions.
All customers please send your return with the original receipt via an insured, traceable method. International customers please mark your package clearly as “Returned Goods” to avoid delays at Customs. Return postage is payable by the sender. Please retain your shipping documentation, so that we can complete your request in the event of items being lost in transit.
In all cases, your proof of postage should show the Scarlet address, together with the post office's printed/stamped confirmation of the date of posting. Replacement items will not be shipped in gift boxes unless you choose to purchase one.
We are unable to cancel orders once they are placed. Please ensure that your order is correct before sending it to us. All orders are subject to our normal return and exchange policies once we receive them.
Privacy & Security
Your security and privacy is always our highest priority. We do not sell or rent any information you provide. When you register with us and buy on-line you will be automatically added to our mailing list, however you are welcome to opt-out if you please. If at any time you would like to be removed from our mailing list simply e-mail us and we will remove you immediately.
Credit card security is paramount. We do not retain any of your credit card information on our computer servers. We use Paypal to securely conduct your transaction.
Conditions of Sale
By accessing, viewing or ordering from www.scarletshop.com you acknowledge the following:
* That you are 18 years of age or older.
* That the services you access, the information you view, and the products you order are not in any way unlawful where you reside.
* That, by consenting to view site material, you waive any future right to take legal action against Scarlet or its affiliates based on your accessing this material.
* That you agree not to distribute information you receive from Scarletshop.com
* That any form of payment used belongs to you
Though we may occasionally provide suggestions for how to use our products more safely, it is the responsibility of the user to ensure that they are not used in any way that could prove harmful to the user or to others. If you have any concerns regarding the usage of any products please contact us directly or alternatively your appropriate health professional.