OK So my OH decided to order some lingerie from a well known online and High Street retailer ( I'm sure you know the one ). Anyway, she ordered 3 items and sent 2 back because they were very similar to what she already had. Actually I sent them back, got a proof of postage and all that and we still havent been refunded for the 2 items. OH emailed them and got a reply back saying that they havent received anything and wont be refunding our money until thay have the items returned... Left it a couple of weeks and my OH emailed again in which we havent had a reply back, so now we're £60 out of pocket and looks like we have to claim against Royal Mail and I'm sure they wont offer the full cost of the items !!
Morale of this post..... Dont always trust the big retailers 
if you are on about who i think u are they are rediculous for saying they havnt recieved items back when they need to refund stuff i got a corset and a babydoll from there and sent them back when 1 was too small and 1 was too big lol and they took nearly 5 weeks to refund me xx
We're on the 5 week mark now, not very happy with their Customer Service.. LH on the other hand are first rate 
Not many responses, I guess they're all ' I told you so's whispers !! '
Anyway, good news is they have agreed to refund the full amount - After many emails and calls from my OH
Actually, if you have the proof of delivery- Royal mail can reimburse the cost of the parcel however I think there could possibly be a limitation of £30/£50 depending on the service used and what you state as the content price. I'm not too sure but I have had to claim for something and received the full costs of £25 or so. All you'll need is the Invoice of what you sent and the receipt.
Good luck.. and I agree, awful service. You'd think the proof of postage would be more than enough evidence. I like how Lovehoney state that they would like customers to obtain it and would certainly do something about it if anything happen.
Anyways, congrats on getting your money back. This is why I'd rather shop at Lovehoney for Lingerie and toys.. Hassle-free really.
I'm having a similar issue with amazon at the moment however they have been great and have refunded me straight away. The royal mail on the other hand are a complete joke. I didn't receive a parcel that had to be signed for yet the tracking information says that it has been signed for and shows me the signature (no idea whos signature it is). I spoke to the postman and he said he hasn't had any parcels for me in weeks :/ Very interesting.