Refunds & Returns

How can I return an item?

You can return an order or part of the order.  Please place the items in the original box if possible and attach the return label.  You can leave the parcel at a post office close to you.

Please avoid mistakes in scanning your return, and only return items attached to the order matching the return label.  If you have items from multiple orders to be returned, please make sure to use the correct return label for each return.

To ensure the parcel safely reaches us, we recommend that if offered, ask for a proof of postage.  Please remember responsibility for the return is yours until the parcel reaches us.  You will receive an email notification once we have processed your return shipment.  You will receive the refund in the same payment method used for the purchase within 10-14 days, depending on your bank.

Can I exchange my product(s)?

Right now, we don’t have an exchange service. If you’d like the item in a different color or a different size, the best thing to do is to place a new order. Any item can be returned within thirty days after you’ve received the order. It can take a few days for a return to reach our destination. Once we receive your return, you will receive an email confirmation and you’ll be refunded within fifteen business days.

What is the return policy?

Your online order can be returned within thirty days from its original order date.

The following applies to all items: we can only take them back if they are returned in the same condition as they were sent and have their original tags.  We do not refund gift cards.  There is a selection of items that can only be returned if they are unopened, still in its original packaging and unworn.  This applies to: Panties, Boxers, Briefs, Swimwear. 

Incomplete returns or items that have been worn or washed can not be accepted.  If pieces have deteriorated due to extensive use, it can happen that we send them back to you.  To avoid mistakes in scanning your returns the items should match the return label.  If you have items from multiple orders that you’d like to send back, please make sure to use the correct label for each return and pack them separately.

What can I do when I have not received my refund yet?

Refunds can take up to fifteen business days until a refund finds its way back to your bank account, from the moment your parcel has been sent. If the refund is not visible by then, contact us, so our customer service agent can take it from there.

In case of a return, will I receive a refund on the shipping cost?

If an entire order finds its way back to us, we will refund you in full. In case of a partial return the shipping costs will reflect the percentage of returned items (i.e. If one out of three items is returned, only 1/3 of the shipping cost will be refunded). Unless of course the items are returned due to a manufacturing defect or shipping error.

How long do I have to return an item?

Your online order can be returned within thirty days from its original order date.

The following applies to all items: we can only take them back if they are returned in the same condition as they were sent and have their original tags.  We do not refund gift cards.  There is a selection of items that can only be returned if they are unopened, still in its original packaging and unworn.  This applies to: Panties, Boxers, Briefs, Swimwear. 

Incomplete returns or items that have been worn or washed can not be accepted.  If pieces have deteriorated due to extensive use, it can happen that we send them back to you.  To avoid mistakes in scanning your returns the items should match the return label.  If you have items from multiple orders that you’d like to send back, please make sure to use the correct label for each return and pack them separately.

When will I receive a refund after I returned an item/an order?

It usually takes up to 5 working days for a return to reach our warehouse. Once it gets there the parcel is scanned, after which a refund is automatically triggered.

It takes about 8 to 10 working days after the returned items are scanned for the refund to find its way back to your bank account. We’ll be using the same payment method you did whilst placing the order.

For the latest updates on your refund, it’s easiest to check your bank account directly. If you paid by credit card, no amount has been deducted from your account, or the reserved amount will be released back to your bank account.

International and national returns.

We can process a return for our international customers, however, our return labels are available for use by North America domestic customers only, so a return shipping label is not provided.  After we receive your product, we will process your return within 5-7 business days, and any exchanges will be shipped back to you during that week.  We ship out free exchange orders, however, we are not responsible for additional charges associated with your countries’ customs taxes/duties, nor can we predict what these charges may be.

WRONG ADDRESS & RETURN TO SENDER DISCLAIMER: It is the responsibility of the purchaser to make sure that the shipping address is entered correctly.  If you provide the wrong shipping address, please contact us as soon as possible to attempt to correct the address.  Once the package is shipped, we cannot guarantee that we will be able to change the delivery address.  There may be a fee to correct the address once it has left our shipping facility and is in transit, or if the item has arrived back at our facility “return to sender” there may be additional shipping charges required to re-ship your package.  If your package is not successfully delivered and is sent back by the courier, then we will contact you to provide the option of reshipment.  The original shipping fee is not refundable.

*Please note that if you have a PO Box you must provide it as the shipping address since the courier may not deliver to the street address.