Store Policy
The small print, kept small. Below you'll find how we look after you, your data and your payments. For everyday questions on sizing, delivery and returns, head to the FAQ — and for anything else, drop me a message at hello@brightywhities.co.uk.
Customer Care
Brighty Whities is a one-person independent brand based in Hampshire — which means when you email us, you're emailing me, Leanne. Every question, every order, every issue lands in my inbox personally, and I take care of it the same way I'd want to be looked after if I were the customer.
If something's not right with your order, if you've got a question before buying, or if you just want to chat about a personalised project — get in touch at hello@brightywhities.co.uk. I aim to reply within one working day, and I'll always do my best to put things right quickly and fairly.
For full details on delivery, returns, and exchanges, see our Delivery & Returns page.
Privacy & Safety
Your privacy matters. Here's a plain-English summary of how we handle your information; the full Privacy Policy is below.
What we collect. When you place an order or contact us, we collect the information needed to fulfil that order or reply to your message: name, delivery address, email, phone (optional), and order details. Payments are processed securely by our payment providers (Wix Payments, PayPal) — we never see or store your full card details.
How we use it. Solely to process and deliver your order, send order updates, and reply to enquiries. If you've opted in to our newsletter, we'll occasionally email you about new collections and offers — you can unsubscribe at any time using the link in any email.
Who we share it with. Only the third parties we need to fulfil your order: our payment processor, our shipping carrier, and the platform that powers this site (Wix). We never sell your data to anyone.
How long we keep it. Order records are kept for 6 years to meet UK accounting requirements. Marketing data is kept until you unsubscribe.
Your rights. Under UK GDPR you have the right to access, correct, or delete the personal data we hold about you, and to object to processing. To exercise any of these rights, email hello@brightywhities.co.uk.
If you have a privacy complaint we can't resolve, you can contact the Information Commissioner's Office (ICO) at ico.org.uk.
Returns & Exchanges
We want you to love what you ordered. If you don't, here's how to return or exchange it.
Standard returns
You have 14 days from the day your order arrives to let us know you'd like to return it, and a further 14 days to send it back. Items must be:
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Unworn and unwashed
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In original condition
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With original tags attached
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Returned in their original packaging where possible
To start a return, fill out the packing form included in your delivery, or download a copy here to print and fill out or email hello@brightywhities.co.uk with your order number and we'll send you the return address and instructions.
Exchanges
Need a different size or colour? Get in touch within the same 14-day window and we'll arrange an exchange — subject to stock availability. If your preferred replacement isn't available, we'll process a refund instead.
Refunds
Once we receive your return and confirm the item is in re-saleable condition, we'll refund you to your original payment method within 5 working days. Original delivery charges are non-refundable unless the item was faulty or sent in error.
Faulty or incorrect items
If anything arrives faulty, damaged or different from what you ordered, email hello@brightywhities.co.uk within [14] days of delivery with photos and your order number. We'll cover the return postage and either replace or refund — your choice.
Return postage
Unless an item is faulty or sent in error, return postage is paid by the customer. We recommend using a tracked service, as we can't be responsible for returns lost in transit.
Statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Payment Methods
We accept all major credit and debit cards (Visa, Mastercard, American Express) via secure checkout. PayPal, Apple Pay and Google Pay are also available. All transactions are encrypted and processed securely — we never see or store your card details.
Prices are shown in GBP (£) and include UK VAT where applicable.