Returns & Hygiene — page copy

Paste into a normal WordPress page (/returns/). Plain text; no Elementor template needed — policy pages should be easy for you to edit without opening a builder.

Before publishing, fill in every [BRACKET] and delete this note.

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Returns & Hygiene

Intimates have limits that every honest retailer has to apply. We would rather you read them now than discover them at return time.

The short version

• 30 days from delivery to request a return or exchange.
• Your first order: we cover shipping both ways on a size exchange. No fee, no deduction.
• After that: exchanges are free to send back; refunds carry a $[X] return shipping cost deducted from the refund.
• Everything must come back unworn, unwashed, tags attached, hygiene liner in place.
• Briefs, thongs and hosiery cannot be returned once the hygiene liner is removed. This is a health rule, not a preference.

What we can accept

Send it back and we will refund or exchange it if all of the following are true:

• It is unworn and unwashed, with no signs of wear.
• The original tags are still attached.
• The hygiene liner is in place and undamaged.
• It carries no perfume, deodorant, fake tan, make-up or smoke. Even a trace marks a garment as worn and we cannot resell it.
• It is within 30 days of delivery.

Try it on over your own underwear. Every retailer in this category asks the same thing, and it is the single most common reason a return gets refused.

What we cannot accept

• Briefs, thongs, and hosiery once the hygiene liner has been removed.
• Anything worn, washed, altered, or damaged after delivery.
• Anything with the tags or liner removed.
• Items marked Final Sale on the product page.
• Anything sent back more than 30 days after delivery.

If something arrives that does not meet these conditions, we will contact you and return it at your cost. We will always tell you what we found and why, with a photo.

If it does not fit

This is the case we most want to make easy, because we are a new brand asking you to trust a size chart you have not tested.

1. Message us within 30 days with your order number and the size you want instead.
2. We send the replacement and a prepaid label for the original.
3. On your first order, both directions are on us.

If the size you want is out of stock we will refund you in full rather than make you wait.

If we got it wrong

If the item is faulty, is not what you ordered, or does not match the measurements published in its fit record, we refund you in full and cover return shipping. You do not have to send the piece back unless we ask.

That last clause is deliberate. The fit record is the promise this brand is built on. If our published numbers are wrong, that is our error and it is on us to fix, not something for you to absorb.

Refunds

Refunds go back to the original payment method within [5–10] business days of the return arriving and passing inspection. Your bank may take a few days more to show it. Original shipping is not refunded unless the return is our error.

How to start

Email [returns@yourdomain.com] with your order number and what you would like to do. We reply within one business day. There is no automated portal — a person reads it.

Return address is issued with your label. Please do not send anything back without contacting us first; unannounced returns are difficult to match to an order.

International orders

[Delete this section if you are US-only at launch.]

Duties and taxes already paid are not refundable by us. Return shipping on international orders is the customer’s responsibility unless the return is our error.

EU and UK customers

[Delete if you do not sell to the EU/UK.]

You have a statutory 14-day right to cancel from the day you receive the goods, in addition to the policy above. Sealed goods that are not suitable for return for health protection or hygiene reasons are excluded from this right once unsealed — which for us means briefs, thongs and hosiery with the liner removed.

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Notes for you — delete before publishing

Benchmarked against: Aerie (60-day window, liner and tags required, inspection before refund), Victoria’s Secret (30 days, liners mandatory, panties effectively non-returnable), Thistle & Spire (30 days, explicit “try on over your own underwear”, opt-in $2 free-returns upgrade at checkout), Blush Lingerie (panties final sale, perfume/deodorant voids eligibility, reserves right to refuse), SKIMS (strictest liner enforcement in the category), Lingerie Living (no exchanges at all — small-business posture).

Where you differ, deliberately: free two-way exchange on the first order. Nobody in the benchmark set does this. It is the concession that makes an unproven size chart buyable, and it is worth more to you than a 60-day window would be.

Decisions still open:

1. Return shipping fee after the first order. Thistle & Spire’s $2-at-checkout / $8-later model is the cleverest one in the set — it converts a cost centre into a pre-purchase micro-commitment. Consider copying it once you have volume.
2. Window length. 30 days is the category norm; Aerie’s 60 is an outlier backed by stores. Stay at 30.
3. Restocking. Do not charge one. At your price point it reads as punitive.

Operational prerequisites — the policy is a promise, so make sure these exist first:

• Hygiene liners physically applied to every brief, thong and one-piece before dispatch. Without the liner you have no basis to refuse a return, and the whole clause is theatre.
• A returns@ address that a human actually monitors daily.
• A written inspection standard so you judge returns consistently.
• Decide who eats the loss on a first-order exchange where the customer then refunds. Cap the free-exchange offer at one per customer.

Legal: US states differ on return-policy disclosure. Several (California, New York, and others) require the policy to be conspicuously posted or the customer gains broader rights. Linking it in the footer and on every product page satisfies this everywhere. Have a lawyer read the final version alongside your Terms.