Returning Your Knickers or Lingerie
Returns are simple. If the selection we have sent you doesn't fit, send it back and we'll exchange it for a new item that fits.
For Smooth & Simple Exchanges
If you have a multi-month subscription and wish to get a new piece of lingerie in a larger or smaller size, you must initiate the return within 14 days of receiving your gift. Please also email us prior to sending in the return so we can give you an RMA (Return Merchandise Authorization). To return an item, send us the following items:
1) The unworn item in perfect condition* with the original tags attached
2) You do not need to return the original box, but should ship in suitable packaging with the RMA on the outside of the packaging. Please do not return the rose petals.
3) Please include a note indicating the purchaser’s full name and email, the recipient's full name and email, the RMA, and the correct size needed.
The address for returns is:
Enclosed
430 Valley Drive
Brisbane, CA 94005-1210
USA
Perfect Condition Returns
We reserve the right to refuse any return that does not meet our "perfect condition" criteria. We do not, of course, resell used garments. Only unworn items with original tags still attached will ever be accepted for return or exchange. We will not accept any returns on worn items which includes items that smell in any way, including perfume. Any items received as such will be immediately discarded and not eligible for an exchange, return or refund. Many of our items are not resalable after they have been worn—even during trying on—so we reserve the right to decline returns that are received in any sort of unsellable state.
Details On Returns
We require exchanges to be initiated within 14 days of receiving the lingerie because we need the opportunity to get your order right, and we can only do this if you tell us the correct size. For this same reason we will not accept returns for multiple months nor single-month purchases. Similarly, we will not accept returns if more than one item are bundled. If all more than one item is sent at the same time, the size guarantee will be invalid, therefore for these instances please be sure of the size requested.
Returns received without a note, RMA or information on sender will be discarded. Shipping costs incurred are never refundable unless we (not the carrier) made an error. If you suspect that you will need more time, please just email us within the 14-day window to let us know. Of course, please let us know of any issues or problems, be assured that we will do what we can to resolve your issues.
All add-ons such as face-masks and stockings are non-refundable.
All returns requiring a refund are subject to a 25% or $50 replenishment fee. In addition, early terminations of pre-determined subscriptions are subject to an early-termination fee details for which can be found under our cancelation policy.
We are sincerely sorry we have to be so strict about these policies. We have had to put them in place due to fraud and abuse of our good-will. We invite you to review the details on our Customer Service Philosophy here.
