Frequently Asked Questions (And Answers, Too)
The gift of lingerie should be pure joy, so we want to make this as easy as possible. If you still have questions contact one of our lingerie connoisseurs for personal assistance . . .
Panty & Lingerie Questions
- How do I pick out the panties or lingerie?
- What will I get each month?
- Can I choose specific styles, colors, or ask that you not send certain styles?
- How does your sizing work?
- Help. I’m really unsure of her size. What do I do?
- Why did I receive a different size of panties or other lingerie item than I expected?
Frequency, Subscriptions & Orders
- How do I renew?
- Do you offer monthly billing?
- Does [ENCLOSED] auto-renew?
- Can I get multiple items at once? Can I get all three, six or 12 sent at the same time?
- What forms of payment do you accept?
- How do I apply a discount code?
- Can I change my order after it has been placed?
- Do you take returns? What if I’m not happy?
- Can I make changes to future orders?
Shipping & Delivery
- When can I expect my order to arrive?
- Can I rush my order?
- How do you ship and what do you charge for shipping?
- Where do you ship? Do you ship to Canada? New Zealand? The UK?
- What does your shipping packaging look like? Can I get a plain box?
If you have any questions that are not answered here, please call us on 800.653.2970, Monday–Friday 9 AM–5 PM Pacific, or drop us an email.
How do I pick out the panties or lingerie?
[ENCLOSED] works like a concierge service. We search the world (literally, we’ve traveled to France and Italy looking at lingerie) for the newest designs and the most beautiful fabrics and lace. To start the process, you tell us if you want all panties or a mixture of lingerie styles, as well as important information such as her size and the styles that she wears. You can also specify between “Everyday Wearable Luxury” or “Special Occasion Indulgences”, or choose both. We then select the panties or lingerie item for your gift, sending a different style each month. Learn more about How Enclosed Works . . .
What will I get each month?
Each month you will receive either a designer panty or a fine lingerie piece (depending upon which subscription package you choose.) Our personalization quiz allows you to tell us what styles she prefers, and when she is planning to wear her new pieces – whether that be for date nights or everyday wear. You can also add one of our fun accessories (such as an eyemask or body jewelry) to your order. All these options are fully explained and illustrated during the personalization quiz. To take a peek at some of the knickers, click here . . . To take a peek at some of the body lingerie options, click here . . . The brands that we feature are different every month. We choose from the best of Lou Paris, Clo Intimo, L’Agent, KissKill, Maison Close, Lost In Wonderland, Jenna Leigh, Eberjey, Mimi Holliday, Samantha Chang, Maison Lejaby, Millesia, Bluebella and many, many more.
Can I choose specific styles, colors, or ask that you not send certain styles?
Yes. During the selection process you are asked a series of questions. There you can specify exactly what cuts and styles you do and do not want to have included in your [ENCLOSED] deliveries. When we ask for “special requests”, just let us know.
How does your sizing work?
Our sizes run extra-small to extra-extra-large. The great thing about knickers is that, unlike bras, a given pair can fit a range of sizes and shapes. When making your selection, you will be able to select her size or if you are really unsure, you can pick two sizes, and we’ll select the right knickers accordingly. For instance, if you are unsure if she is medium or large, just check both boxes, and we’ll send knickers that are either mediums that run large, or size large that run a bit small. If you need extra help finding the right panty size, you can also take a look at our size guide. If you need extra help fitting her for our lingerie, you can take a look at our size guide. We don’t currently offer sizes 3X and above, but may well in the future. If you would like us to offer plus sizes, please let us know.
Help. I’m really unsure of her size. What do I do?
Don’t worry. We know that questions of size may make you nervous, but don’t be. We select the first month to be especially adaptable; we choose panties or body lingerie that is not only beautiful and sexy, but have a good amount of stretch to fit a range of shapes and sizes. After the first month, if she (or you) wants to adjust the size for subsequent months, just drop us an email with the changes you want to make.
Why did I receive a different size of panties or lingerie item than I expected?
Because our lingerie and panties are sourced from around the world, many of the brands have sizing that is quite different from what we are used to in the U.S. For example, you might wear a size small in Victoria’s Secret or other mainstream brand’s underwear, but in a pair of more upscale British panties you would wear a size medium. At [ENCLOSED] we are very familiar with the way that each brand of panties will fit and will send the pair that is most likely to fit your form.
Frequency, Subscriptions & Orders
How do I renew?
Just click any of the gold buttons and fill out the quiz. You no longer need to login to place an order. Don’t worry, we’ll make sure not to repeat a style.
Do you offer monthly billing?
Yes, if you prefer not to pay for multiple months in advance, you can monthly deliveries of knickers or lingerie.
Does Enclosed auto-renew?
Our 3, 6 and 12 month packages do to not auto-renew. Our Monthly Knicker Indulgence and our Monthly Lingerie Subscription do automatically renew until you choose to pause or cancel the monthly subscription.
Can I get multiple items at once? Can I get all three, six or 12 sent at the same time?
Yes, we are happy to send you and your gift recipient multiple items at once or you can opt to have three, six or twelve items sent at the same time. People often ask for this around the holidays. Just select the three, six or twelve month option and write “All at once” under special requests. Each item will still come in it’s own keepsake box. (Note, if you opt to receive more than one item at once, we cannot offer our size guarantee as we do not have the opportunity to correct the size on subsequent months. We cannot take returns for more than one pair.)
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, and Discover credit cards as well as PayPal. We do not accept pre-paid gift cards, personal checks, or money orders.
How do I apply a coupon code?
You will be asked if you have a coupon code prior to entering your billing info. Click the link to expand the box, then click “Apply Coupon” and wait for the message “Coupon code applied successfully”. You will see the details of the promotion if you scroll down to the order summary that is right before the payment section. Please note, we are unable to add promotions to orders that have already been placed. Only one discount code can be applied per order.
Can I change my order after it has been placed?
Yes! Please just email us to let us know how you need your order adjusted. For instance, if you need to adjust the size or the delivery address, please email us with both the gift-giver’s full name and the details of the changes you would like made.
Do you take returns? What if I’m not happy?
We offer a “Size Guarantee“; this means you can return the panties or lingerie item purchased for a different size and we will send out a new pair in the same style in a different size. See our returns page for full details. Or review our cancelation and refund policy in our Terms of Service .
Can I make changes to future orders?
Of course you can. The best way to let us know of any changes to your subscription is to email us. In your email please be sure to mention the gift-giver’s full name as well as the changes you would like us to make. Please be sure to email us changes to your order before the 15th of the month.
Shipping & Delivery
When can I expect my order to arrive?
For your first month we ship the same day or the next business day after your purchase, unless you specify a specific date for delivery such as Christmas or Mother’s Day. Subsequent months will arrive at the same time every month thereafter. Deliveries to the West Coast of the USA arrive in approximately 2-4 business days while deliveries to the East Coast arrive in approximately 5-8 days. Please allow an extra couple of days for delivery to Alaska and Hawaii. Delivery to all other countries takes 5-10 days.
Can I rush my order?
Yes! If you need your gift lingerie to be delivered asap, you can select FedEx delivery which will arrive in 1-3 days (depending upon your location and the time of day you place your order.) Just select the service you require during checkout and we’ll do our best to get your gift there in time. Additional charges do apply.
How do you ship the subscription boxes?
For the United States and Canada we usually ship via USPS. For all other countries we ship via USPS’s affiliates. If you need overnight service or two-day service, select Fedex for your first delivery.
Where do you ship? Do you ship to Canada? New Zealand? The UK?
We ship wherever possible. We regularly ship to the USA, Canada, the UK, Europe, Australia and New Zealand. If you would like more information on international deliveries, please contact us directly. Note that due to restrictions on plant products, we cannot include the flower petals in shipments to some countries such as Australia.
Due to global logistics challenges imposed by Covid 19, after the first month, all international shipments will go out in our eco packaging.
What does your shipping packaging look like? Can I get a plain box?
Every month of [ENCLOSED] comes packaged in a discrete brown box suitable to be received by the snobbiest doorman or the most inquisitive office co-worker. It is marked with “Enclosed”, but it does not reveal any further information about the contents.
As part of our ongoing efforts to reduce our carbon footprint, starting May 2021, all oversized items such as pajama sets and robes will be shipped in our eco packaging. Further, due to increased costs and delays in worldwide shipping, after the first month, all international shipments beyond the USA will go out in our streamlined eco packaging.