Frequently Asked Questions (And Answers, Too)
The gift of knickers should be pure joy, so we want to make this as easy as possible. If you still have questions contact one of our knicker connoisseurs for personal assistance . . .
Panty & Lingerie Questions
- How do I pick out the panties?
- What will I get each month?
- What are some examples of the panties that you send?
- Can I choose specific styles, colors, or ask that you not send certain styles such as thongs?
- 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 than I expected?
- Why don’t you sell bras? How do I get her the matching bra?
- Can I get more than one pair at once? Can I get all three, six or 12 sent at the same time?
Frequency, Subscriptions & Orders
- How do I renew?
- Do you offer monthly billing?
- Does [ENCLOSED] auto-renew?
- Can I get multiple pairs in one delivery?
- 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 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?
[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 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 for your gift, sending a different pair of panties each month. We free you from the responsibility of having to find the best panties. Learn more about How Enclosed Works . . .
What will I get each month?
Each month you will receive a panty that we have selected based upon the answers you give to our personalization quiz. This personalization quiz allows you to tell us what cuts she prefers, and when she is planning to wear her new panties whether that be for date nights or everyday wear. The panties are picked from the finest lingerie lines in the world.
What panties will I get? Can I see them?
The style of the panties will depend upon what options you selected during our personalization quiz. You can choose as many of the following styles as you like: bikini, boyshort, thong, g-string and “clandestine” (our raciest option.) All these options are fully explained and illustrated during the personalization quiz. To take a peek at some of the knickers, 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 and many, many more.
Can I choose specific styles, colors, or ask that you not send certain styles such as thongs?
Yes. During the selection process you are asked a series of questions. There you can specify exactly what styles you do and do not want to have included in your [ENCLOSED] selection. When we ask for “special requests”, just let us know. Please note that we cannot guarantee that the knicker you request will be available. Some come in select sizes and limited quantities. You specify among the following styles: bikini, boyshort, thong, g-string and “clandestine” (our raciest option.) All these options are fully explained and illustrated during the personalization quiz.
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 you can also 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 of panties to be especially adaptable; we choose panties that are 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 than I expected?
Because our 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.
Why don’t you sell bras? How do I get her the matching bra?
We don’t sell traditionally sized bras as they are so hard to correctly fit. We get the size right over 98% of the time with our selection of knickers and lingerie, and don’t want to upset this terrific success rate. We do have a limited selection of bralettes and other easy-to-fit style tops. If you want a matching bra for your panties, we are more than willing to help you find the matching. Simply email us the details of the knickers you received and we will happily reply with information on the bras.
Can I get more than one pair 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 pairs at once. People often ask for this around the holidays. We must note that if you opt to receive more than one pair at once, we cannot offer our size guarantee as we do not have the opportunity to correct the size on subsequent months.
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 select monthly billing here. Subscriptions cost $55 per month, plus $5 shipping. You will be charged monthly until you email or call us to cancel.
Does Enclosed auto-renew?
Unless you specifically call us to request monthly billing, we will never charge your credit card for more than your order.
Can I get multiple pairs in one delivery?
Yes, you can opt to have three, six or twelve pairs sent at the same time. Just select the three, six or twelve month option and write “All at once” under special requests. Each pair will still come in it’s own keepsake box. (Note, as all panties are sent at the same time, please be sure of her size as 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 purchased for a different size and we will send out a new pair in the same style in a different size. Due to the nature of our product, we cannot take returns on any worn items. If the item does not fit, return it within 14 days and we will issue you a full refund for that month (less shipping costs), or give you a new month of [ENCLOSED], your choice. See our returns page for full details. See our Terms of Service for terms and conditions details.
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 for an anniversary or birthday.) Subsequent months will arrive mid-month every month thereafter.
Deliveries to the West Coast of the USA arrive in approximately 3-5 business days while deliveries to the East Coast arrive in approximately 6-8 days. Please allow an extra couple of days for delivery to Alaska and Hawaii.
Delivery to all other countries takes 7-20 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. Please note, there is no Saturday delivery.
How do you ship and what do you charge for shipping?
For the United States and Canada we ship via USPS. For all other countries we ship via USPS’s affiliates.
Delivery to Canada costs $15 per month.
Delivery to all other countries costs $20 per month. International taxes and duties must be paid by the customer upon receipt. We do not calculate or collect these fees.
If you need overnight service or two-day service, select Fedex for your first delivery. All shipments after the first month will be sent via USPS.
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.
What does your 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.