At Underwear Specialty Store, we craft our intimate apparel with precision and care, and we extend that same attention to detail to our returns process. Should any item not meet your expectations, our discreet and efficient returns service ensures your complete satisfaction.

Eligibility

To be eligible for return or exchange:

  • Items must be in original condition with all tags attached
  • Undergarments must be unworn and unwashed
  • Original packaging must be intact
  • Returns must be initiated within 15 days of delivery

Non-Returnable Items:

For hygiene reasons, we cannot accept returns on:

  • Panties & Thongs (all styles)
  • Bralettes with removable padding (if padding has been removed)
  • Clearance items marked “Final Sale”

Our Step-by-Step Returns Process

1. Initiate Your Return

Email our Intimate Apparel Specialists at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer refund or exchange
Subject: Return Request for Order #[Your Order Number] Dear Intimate Apparel Specialists, I would like to request a return/exchange for my recent order #[Your Order Number]. Item(s) for return: – [Product Name] in [Size/Color] – [Product Name] in [Size/Color] Reason for return: [Please specify – sizing, quality, etc.] I would prefer: ☐ Refund to original payment method ☐ Exchange for [specify replacement item if known] Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

2. Receive Your Return Authorization

Within 24-48 hours, you’ll receive:

  • A prepaid return label (for US customers)
  • International return instructions (if applicable)
  • Discrete packaging guidelines

3. Package Your Items

Return items in their original packaging when possible. For discretion, we recommend:

  • Using plain outer packaging
  • Including the completed return form
  • Securely packaging delicate items like lace lingerie

4. Ship Your Return

Drop your package at any authorized shipping center. We recommend:

  • US Customers: Use the provided FedEx return label
  • International: Use tracked mail via your national postal service

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days after return receipt
  • Method: Funds return to your original payment method
  • Notification: You’ll receive email confirmation when processed

Note: Shipping fees are non-refundable except in cases of our error.

Exchanges

For size exchanges on bras or bodysuits:

  • We’ll ship your replacement immediately upon return authorization
  • Includes free return shipping for the original item
  • Price adjustments apply if exchanging for higher-value items

Damaged or Incorrect Items

If you receive:

  • Defective merchandise (e.g., faulty bra clasps)
  • Wrong item (e.g., received thong instead of brief)

Contact us immediately for expedited resolution. We’ll cover all return shipping costs and prioritize your replacement.

Need Assistance?

Our lingerie specialists are available to guide you through the returns process with the same discretion we apply to all client interactions.

Email: [email protected]
Phone: +1 [Manchester HQ number]
Hours: Monday-Friday 9AM-5PM EST