We hope you are delighted with your purchase. However, should you wish to return your order for an exchange or refund, you have 14 days from receiving your order to request a return authorization and send the items back to us.
Please note that items must be returned new, unused and with all tags and labels still attached.
Briefs must be always tried over your own lingerie.
Returns that are damaged, soiled or returned without their original tags and labels will not be accepted.
Items shall be returned in their original packaging. Please take care with unpacking and repacking.
You have 14 days from the date you received your order to follow the below steps:
You can make your return via DHL, which ensures an easy and safe procedure, using the printed returns waybill that was provided with your order.
For your convenience, DHL can collect the return from your home, workplace or an alternative address.
Click on the DHL link provided in our return authorization email.
Enter your waybill number, which is found under the barcode of the printed waybill.
Make sure your details are correct and schedule the collection for the day and time that is most convenient for you.
You can find the number of your country DHL customer service on dhl.com
If it is more suitable for you, you can directly bring the parcel to your nearest DHL Service Point.
We strongly advise that items are returned to us via our own DHL service so that they are protected and insured.
You can make a return using any other secure and trackacble shipping service, but please note that we will not accept liability should the goods be lost or damaged in transit. If items being returned from outside the EU were to incur a customs charge, customers who made the return using a shipping service of their choice will be responsible for such charges.
Please select “Shipping service of my choice” in the return authorization request form if you prefer this option.
Items must be returned from the same country to which the order was originally delivered.
Refunds are processed within 10 working days of receipt to allow for inspection.
You will receive a confirmation email once our team has processed your refund.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Successfully returned items will be credited to the original payment method.
Original shipping costs and returns shipping costs will be excluded from the refund, unless the returned item is faulty or in case a free shipping or free exchanges & returns promotions applied to your order.
The returns shipping costs via our DHL service are the same as our delivery costs.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through our store. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.
We can only offer size exchanges on the same product. Our Customer Care team is pleased to assist you with fit and sizing queries.
When available, replacement items will be dispatched within 5 working days from receiving your return.
If your chosen replacement size is not available, our Customer Care team will contact you via email. You can choose to wait to the replacement size to be back in stock, for which we will provide an estimate time, or to receive a refund.
For alternative items, please place a new order on our online store.
If you are based outside the EU, taxes and duties might be applicable to the new items sent to you as an exchange.
Before your parcel leaves the warehouse, it is fully checked and controlled by our team. If, despite our quality control checks, you receive an item which is damaged, please contact as soon as possible our Customer Service at firstname.lastname@example.org
Sending us a picture of the item and the defect in question will help us process your request more efficiently.
Please note that items which are damaged or as a result of normal wear and tear, by accident or through misuse will not be considered faulty.
Please be advised that, unless faulty, we cannot accept returns for customized, bespoke or made to measure products and for items purchased on sale.
If you would like to enquire about deliveries and returns for any further information, please email our Customer Care team at email@example.com