Refunds & Returns Policy

Refunds & Returns Policy

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
  • you do not receive them within the guaranteed time
  • you receive the wrong item
  • you do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if: Due to the nature of the products we sell, we only accept returns in the event of a fault (which are extremely rare <0.001%). Any claims for any damages or shortages must be made in writing to Exquisite Lingerie within 24 hours of receipt. We cannot accept returns if:
  • Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
  • Merchandise was shipped in perfect condition and in accordance with your instructions.
  • Styles have been discontinued
  • Merchandise is soiled or otherwise unsaleable
  • Merchandise is not in original unbroken packaging as shipped.
Damaged parcels must be signed for as ‘damaged’. No returns may be made without prior written authorisation. We are happy to assist with sizing or colour queries prior to you placing the order.

*You can submit refund requests within 15 days after the guaranteed period for delivery. You can do it by sending a message on the Contact Us page.