This article contains helpful information for the following topics:
- How to start an exchange or return for a refund request for a VIP or non-member order (not for Elite Boxes).
- Important information for the exchange and return for refund process.
If you need a different size or style, you can manage your exchange or return online within 30 days of your order’s delivery.
How to Exchange an Item for a different size or style
Want to swap your purchase for a different size, color, or maybe an entirely new look? We make it happen fast! When you choose to exchange, we’ll give you store credit right away, so you can place your new order immediately—no need to wait for your original item to reach our warehouse.
Log in to your account online (our mobile app doesn't support return/exchange requests right now).
Go to My Orders.
Select the order you’d like to exchange.
Click the Start Return/Exchange button at the bottom of the order details page. (Remember: this button is only visible for 30 days after delivery).
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Follow the prompts:
Select the item you wish to exchange.
Choose Refund to Store Credit as your return method.
Click Print Return Label to download your pre-paid label.
Use your new store credit to place your replacement order immediately! This ensures you get the style you want before it sells out.
Value-Forward Tip: Exchanging your item is free in the U.S.. You are entitled to make up to 3 exchanges of an original purchase. Final sale items are eligible to be exchanged for the same product in a different size while supplies last.
- Exchanges for Canadian orders are subject to a $10.95 flat rate per exchange order.
- Final sale items are only eligible to be exchanged for the same product, in the same color, in a different size while supplies last. The Return/Exchange button is not visible in your account for final sale items. If you want to do an exchange for a final sale item, please reach out to our Customer Care team so our teammates can help you further with your request.
How to Return an Item for a Refund
If you prefer a refund to your original payment method, here's how to process your return:
Log in to your account online.
Go to My Orders.
Select the order you’d like to return.
Click the Start Return/Exchange button.
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Follow the prompts:
Select the item you wish to return.
Choose Refund to original payment method.
Click Print Return Label to download your pre-paid label.
Note on Refunds: A $5.95 restocking fee will be deducted from your refund. Final sale items are not eligible for returns.
What to Know Before You Ship Your Items Back
We want to make sure your return is processed quickly, so please keep these friendly pointers in mind:
Condition is Key: Please ship back your entire set (bra and matching panty, etc.) in its new, unworn condition within 30 days of delivery. For sanitary reasons, we cannot accept items where the garment tag has been cut or removed, or where the protective strip has been removed from panties or swimwear.
The Right Label: Package your items securely, affix the return label you printed from your account, and make sure that any original shipping labels are completely covered.
Drop-Off Location: Drop your return package off in your mailbox, with your mail carrier, or at a post office without waiting in line. Please don’t use self-serve drop boxes, as this may cause major delays.
Processing Time: Please allow up to 30 days for us to process your request once we receive your return.
We apologize: We currently do not offer exchanges or returns for orders shipped to New Zealand, Singapore, Saudi Arabia, or the UAE.
Need help returning an Elite box? Click HERE for more details.