Please see below for all of our Frequently Asked Questions. If you still have a question that is not answered below then please get in touch!
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- Order Queries
- Delivery Questions
- Returns, Refunds & Exchanges
- Sizing & Fitting
- Feedback and Customer Service
- Sales, Discount, offers and Promotions
Need Help?
If you have an issue or question that requires immediate assistance, you can either call us on +44 116 296 4895 or drop us an email at hi@starkersgroup.com
Order Queries
How do I know my order has processed?
Once you have completed your purchase on the website, you will receive an email confirming your order details. We will then update you again via email that your order has been dispatched and is finally on its way to you!
Can I change my order, once processed?
If your order hasn’t already been processed, we can change your order for you. You must notify us as soon as possible. If you do wish to change your order, all you have to do is email us hi@starkersgroup.com, telling us what changes you would like to make to your order.
Can I cancel my order?
Yes of course. If you make an order then wish to cancel it, as long as we haven't dispatched your order - just email in to hi@starkersgroup.com and explain that you want to cancel your order.
Can my delivery address be different to my billing address?
Yes of course. Simply fill in the postage address and billing address, different or the same, and we will send the order out to the delivery address.
My order has processed twice, how can I cancel one of them?
Oops! If you have accidentally ordered the same thing twice please call or email us and we will organise a refund.
What methods of payment do you take?
We take payment by Mastercard, Visa, PayPal, Amazon Pay and Apple Pay plus we offer Klarna & Clearpay!
Delivery Questions
How long will it take for my parcel to arrive?
If you are a UK customer, we offer a Tracked 3 – 5 working day delivery.
Delivery for anywhere else in Europe can take 5 – 10 working days and finally the rest of the world (ROW) is 5-12 days
My delivery is very late, what should I do?
We are very sorry to hear this, please contact us immediately by email hi@starkersgroup.com and we can look into this for you!
Can I change the delivery address?
Of course you can, provided we haven’t already shipped your parcel! You can drop us an email at hi@starkersgroup.com, and we shall try our absolute best to get this changed for you in time. Please provide the new address in your email to speed up the process!
Will I get charged at customs?
Depending on where you are in the world, there is a possibility.
Please note any additional shipping costs, taxes and/or duty applicable to your order are non-refundable.
Is your packaging discrete?
Our Packaging is Branded with the Tutti Rouge Logo - if you would like discrete packaging, please leave us at note at checkout and we will sort the rest!
This excludes Toy purchases - these are sent in discrete packaging as standard!
This excludes Toy purchases - these are sent in discrete packaging as standard!
When will my parcel be dispatched?
Our warehouse dispatches parcels 3 days a week, and is closed on Saturday and Sundays (plus bank holidays and public holidays).
Returns, Refunds & Exchanges
How do I return an item?
We are sorry to hear the items are unsuitable for you. If you do wish to return an item simply fill in the returns form that is enclosed in your order stating if you would like a refund or an exchange. Package the items up and head down to your local post office or any courier of your choice to send it back to us.
I’ve received a faulty item, what should I do?
Here are Tutti Rouge we have stringent quality control checks in place to avoid this happening. If you do come across a fault, you must contact us immediately so we can get this resolved for you as soon as possible on hi@starkersgroup.com and we will replace the garment.
How long does it take to process a return?
All Returns from the week are processed on a Friday, and exchanges will be dispatched on the following Monday (except on Bank Holidays and Public Holidays)
How long will it take for my refund to be processed?
As soon as you have been notified your return has been processed and the money returned this can take 5 - 7 working days to show on your statement and in your account.
Do I have to pay for the postage for my return?
Yes, you do have to pay for postage on your return and it is also your responsibility to make sure they are delivered back to us safely.
What if my return is past the 28 days?
Unfortunately, we do not accept orders that are returned past the 28-day period. If you do find yourself in this predicament, please contact us – hi@starkersgroup.com
How do I exchange an item?
Do you need any size or style advice on your exchange? Please let us know. Team Tutti is here to the rescue – If you have already made up your mind, simply fill in the returns form that is enclosed in your order, stating that you would like an exchange and the styles/sizes you want to swap for. Head down to your local post office and post the items back to us. We will notify you by email as soon as we receive them.
Is shipping free on the exchange order?
Absolutely! We pay for the exchange’s postage, because we want you to get the right lingerie as much as you do!
The size I need for exchange isn’t available, can I try an alternative colour/style instead?
Yes of course! If everything adds up to the value of your exchange you are more than welcome to try a completely different colour or style .
Can I return Briefs/Thongs/Brazilians?
You can return these if they are returned in the condition you received them. So that would be in the original polythene bag, unworn with swing tags and hygiene stickers all intact.
Sizing & Fitting
What is your size range?
We offer the following size range:
30-48 / D-GG
XS – 6XL
We also offer a range of gorgeous bralettes and bodies where we advise you to check our size charts to get the best fit for you or you can always drop us an email to hi@starkersgroup.com if you need any advice.
My bra is digging into me, can you help?
This can be a common problem however we will need to do a little investigating to find out why this has happened. We would recommend you contact us by email and we can advise you on the best size and shape that suits YOU.
My bra is too big/small, what can I do?
Oh no! Don’t worry though, we are always on hand to help! You’re best to contact us and let us know the exact problem you are having. Is the cup too small or maybe the band is too tight? Or maybe you aren`t sure! Let us know your symptoms and we can guide you to the correct size or style that will work just for you.
Do you offer a fitting service?
We do! This are held at our head office in Leicestershire with our Bra Queen, Jess.
These need to be pre-booked with our team so drop us an email at hi@starkersgroup.com, letting us know what size you are wearing and the issues you are having and we can book you in!
These need to be pre-booked with our team so drop us an email at hi@starkersgroup.com, letting us know what size you are wearing and the issues you are having and we can book you in!
Can you advise me on fit?
We can indeed, we are the fuller bust experts after all! You can talk to us about fit or sizing through email or phone. We are more than happy to advise you on the best sizes and must have styles!
Feedback and Customer Service
How do I leave a review on the item I ordered?
You can leave a review on our website by finding the item you ordered and leaving a comment in the reviews section at the bottom of page. We encourage leaving reviews, as we love to hear what our customers think and are always striving to keep improving our ranges and products.
I have a problem with my item, how do I get in touch?
Hopefully you won’t have to, but if it does happen, please contact us immediately. You can email us hi@starkersgroup.com, we are more than happy to chat through any problems you may have.
How would you contact me if there was a problem with my order?
We try and make sure everything runs as smoothly as possible, but if a problem does occur, we will inform you of any issues by e-mail as soon as possible.
Is customer service open 24 hours, 7 days a week?
We need to sleep too! We are on hand Monday to Friday 9am – 5pm GMT, excluding Bank Holidays & Public Holidays.
Can I give my feedback to you personally?
Why thank you, that’s so very kind of you! We pride ourselves on our customer service and love to hear what our customers think. If you really think one of our team members has gone that extra mile then we would of course love to hear all about it!
Sales, Discount, offers and Promotions
What’s your return policy on sale items?
We offer an exchange or refund on all sale items as long as they are returned in the way you received them, In the original bag and with all swing tags and hygiene stickers intact.
My coupon code isn’t working, who do I contact?
It looks like we have a technical error on our hands! Please contact us straight away by email (hi@starkersgroup.com) - We will get back to you as soon as we can to resolve this.
Where do I apply my coupon/gift voucher?
That’s easy! All coupons can be applied at the checkout.