Exchange & Returns

Arranging your exchange or returns: you must request your exchange or return and send your unwanted items back to us within 7 days for returns* and 14 days for exchange*, for a refund of the value of the item only, or an exchange for the same item in a different size, based on stock availability. Please refer to our refunds section below or our payments and refunds section in our Terms & Conditions Policy for further details on how you will receive your refund.

MAKING AN EXCHANGE OR RETURNS HAS NEVER BEEN EASIER!

How?

  • For returns: You can either fill a form here or email us at [email protected] within 7 days requesting for a return and reason (Please include your order number in the subject of the email alongside the word return. E.g: Return Order #212).
  • For Exchanges: You can either fill a form here or email us at [email protected] with 14 days requesting for an exchange and reason, and the item you would like to exchange your item for (Please include your order number in the subject of the email alongside the word exchange. E.g: Exchange Order #212).
  • Whether it’s a return or an exchange, please include your order number and photos (if necessary) to help us identify your order and assist in completing your request.

The Policy

Exchanges or Returns: please note you can only exchange items for a different size, based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately. Shipping on exchanges are calculated on case to case basis and will be notified when an exchange process has been approved and initiated. Exchanges made to some destinations will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. Our policy states that items should be returned unused and with all Lingerie Elle and designer garment tags still attached. Returns that are damaged or soiled will not be accepted and will be returned to the customer. Where provided, any packaging such as authenticity cards, or dust bags, or leather tags, etc… should be included with your return. Please email [email protected] if any of your purchases have been delivered without the Lingerie Elle tags. All returns should be requested before you send your item(s) back to us to allow for easy identification and prompt processing. Lingerie, shapwear & accessories: bras, panties, shapewear bras, and shapewear bottoms cannot be returned nor exchanged for hygiene reasons, therefore, please ensure you select items carefully before making a purchase

Faulty goods: goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it. 

Colors: we have made every effort to display as accurately as possible the colors of our products that appear on the site. We cannot guarantee that your computer monitor’s display of any color will be accurate. 

Final clearance: during our sale and from time to time we will have products marked under “final clearance”, which in this case cannot be returned nor exchanged.

Repeated returns: we offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your Lingerie Elle account or future orders being refused.

Non-Lingerie Elle returns: please be aware that we will not be held responsible for any items that are returned to us which were not purchased from Lingerie Elle. This includes personal items as well as items which may have been purchased from other third-party companies. Whilst we will make reasonable efforts to try and locate the owner of any such items, it is your responsibility to contact customer care as soon as possible in order to arrange their return to you. In such circumstances, we will charge you an additional cost for returning these items. Please note that we will only ever be able to return the items to you directly, and not to any third party or company. Certain items (such as passports, driving licenses and bank cards) will always be sent to the relevant authority, bank or government agency directly and you should report any loss of these items to the appropriate office immediately. we will keep non-Lingerie Elle items for up to one month, however we reserve the right to dispose of them as we deem fit after this time (which may include donating such items to a charity of our choice). Any hazardous or flammable products, as well as items of little monetary value (e.g. Pens, glasses, keys) will be disposed of immediately.

Refunds: refunds will be processed either in the form of store credit or refunded back to your card. If you have paid using our Cash On Delivery Service, we will ask you for your bank account details and transfer the amount directly to your account – Please note that any bank charges that will occur will be borne by you.

Cancellations of Orders

Should you need to cancel your order, either fill our cancellation form here or contact us immediately. If the order is canceled before processing, the product will not be shipped and the price will be refunded back in the form of a store coupon/voucher. However, if cancellation occurs after the processing of the order, then cancellation will not be possible and a request for a return or an exchange should be applied.

*Lingerie & shapwear: bras, panties, shapewear bras, and shapewear bottoms cannot be returned nor exchanged for hygiene reasons, therefore, please ensure you select items carefully before making a purchase