There’s a few reasons why your card may have been charged after returning your set(s) back to us. We want to be as clear and transparent with you as possible, ‘cause we know how important this customer service request is to you.
First, every product that’s returned to us undergoes a thorough multiple-point inspection when it arrives at our logistics center. Because so many of our items are intimates, we’re especially thorough about the hygiene of returned products. The items need to be unworn, unwashed with all tags attached, and in overall good condition to be received in our warehouse.
Unfortunately, sometimes items that are returned to us don’t always fall within these parameters, so they’re marked as dirty, damaged, or incomplete—resulting in an additional charge. (see *EXCLUSIONS)
- *EXCLUSIONS: Dirty, damaged, or incomplete sets can include—but aren’t limited to—deodorant/perspiration stains, smells of any kind, locks of hair, removed garment tags, missing peripherals (bows, closures), rips, crumples and deformities of any kind that cannot be undone (e.g., a bended item or underwire band).
We know shopping for intimates online can be tricky—and returns are never fun—so we've got a few helpful tips to help you return your items correctly.
- Before you begin your return process, please make sure that you are returning the full set. If you originally bought a bra & panty set, then both pieces will need to be returned.
- Only items in their original, new, unworn condition can be returned. We totally understand that you'll need to try it on—if you wore your bra once or twice for a short period of time to try out the fit, that's okay!
- Feel free to try on items in the best way that works for you—even if that means trying them on over your undergarments. After trying on, be sure there aren't any deodorant stains, hairs, smells, or missing tags on the items you’d like to return.
If an item is missing or damaged from your order and you need additional help email us at firstname.lastname@example.org