Customer Behaviour Policy

We are committed to maintaining a pleasant and respectful shopping experience for lingerie swimwear and nightwear. We expect all communication to reflect mutual respect. Any behaviour that breaches these professional boundaries will result in immediate action.

Unacceptable Behaviour

The following behaviours will not be tolerated under any circumstances:

Repeated prank or time-wasting calls
Harassment via phone, email, or social media
Inappropriate comments
Indecent behaviour or requests
Cyber flashing (sending unsolicited sexual images), which is a criminal offence under UK law (Online Safety Act 2023)
Threatening language or any form of intimidation

Any behaviour that causes discomfort, distress, or concern will be treated as unacceptable.

Verbal or written abuse of any kind will be taken seriously and reported to the correct authorities. Threats of any kind and abusive behaviour may include shouting, threats, swearing, name calling and threats of retribution towards any member of our team, or our business. We reserve the right to close any account immediately if we receive threatening or abusive calls or emails.

How we respond to verbal unacceptable behaviour.

We do take into consideration that sometimes people may be having a bad day. However, we will not tolerate abusive language, name calling, shouting, or any other unacceptable behaviour both verbally and written.

During a phone call, if the customer allows us to speak, we will explain that we are trying to understand their concerns.
We will explain that we are finding their communication upsetting which allows the customer a moment to review their behaviour.
If a customer continues to be verbally abusive, we will inform the customer that we will end the call.

We will then take the following steps:

We will write down the words used, and threats made.
We will copy any abusive emails received onto the customer's account.
We will process any refunds that are due.
We will confirm by email that their account has been closed.

What happens if the person continues to send abusive communication?

We reserve the right not to reply, to any abusive communication, in the form of messages emails or online comments.

We will then take the next step to restrict communication if we feel the threat of more abuse which involves:

Blocking emails or telephone numbers.
Blocking social media accounts.
Deleting social media comments that are untrue.
Deleting social media comments that are threatening or abusive.

The Final Step:

We reserve the right to take any legal action required. If necessary we will refer the abuse received and matter to the UK police, in accordance with the laws of the United Kingdom.

Our Response

Where unacceptable behaviour occurs:

We reserve the right not to respond to abusive communication (including messages, emails, or online comments)
The behaviour will be identified as inappropriate
Communication may be ended immediately without warning
The incident may be formally recorded and, where appropriate, reported to the police

We are not obliged to continue communication where behaviour is deemed inappropriate.

Prank Calls & Indecent Contact

We operate a strict zero-tolerance approach to prank calls and indecent contact.

Repeated nuisance contact will result in immediate blocking
Inappropriate messages will be treated as harassment

Legal Position

We have taken guidance and advice regarding this matter.

Where behaviour meets the threshold of harassment, indecent communication, or criminal conduct, we reserve the right to escalate the matter and report incidents to the UK police in line with current legislation, including:

Harassment
Threats
Indecent behaviour
Cyber flashing

Where necessary, we will:

Retain records of communication, including call logs, emails, and messages
Block telephone numbers, email addresses, and social media accounts
Report indecent communication, including cyber flashing, to the police where appropriate