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Frequently Asked Questions

Password

I can't find my password reset email?

Please check if the email has been placed in your junk folder. If necessary you can resend the email here.

How do I know this is genuine?

We understand how important it is to feel confident that communications from us are genuine and secure. To be sure that this email is genuinely from Agent Provocateur, you can check the following:

  • Your name is included correctly at the beginning of the email.
  • After following the link to the website, the address bar of your browser will show me.agentprovocateur.com and a padlock indicating that the identity of the website is verified.
I'm still not sure - what should I do?

Please use the standard “Forgotten password” link on the login page.

As always, you can continue to use the website without logging in and complete your order with Guest Checkout. However, to access your account you will need to update your password.

 

Placing your order:

Can I amend, combine or add something to my order I just placed?

When your order is placed, our warehouse begin to pack it right away to ensure it reaches you in good time. This means that it is unfortunately not possible to add to or amend an order once it has been placed. Your purchases can be returned for a refund or exchange within 14 days. If you have forgotten to purchase an item, you will need to place a secondary order.

 

Your delivery:

Which carrier will you send my order on and how much is it?

For full information, please see our Delivery page.

Where is my order?

When your order is dispatched, you’ll receive a confirmation email from us. This will inform you which carrier we have used to deliver your package, and of your tracking number. Please track your order directly with the relevant link below.

SEKO

If you have not received a confirmation email, please contact our Customer Service team.

This is a gift and I would like it to be a surprise. What does you outer packaging look like?

All online orders are lovingly packed and dispatched in our beautiful pink branded box, tied with black ribbon. We dispatch orders in an anonymous and discreet box with your address label. Nowhere does it state Agent Provocateur on the outer packaging.

 

Your return:

Full information on returning orders can be found on our Returns page.

I sent back my return but I have not heard anything

Returns take a full 14 business days to be processed, and you will be emailed once this has been completed. We advise all customers to retain their proof of postage receipt issued by the delivery carrier. If you are concerned that your item has not been received, please track your parcel using this proof of postage so we can follow its return journey.

I’ve received a faulty or incorrect item

We apologize for receiving different item, please send us a pictures for the wrong items to escalate it to the concern department. support.me@agentprovocateur.com