At Underwear Specialty Shop, we want you to feel as confident in your purchase as you do in our premium lingerie and swimwear. If your items don’t fit perfectly or meet your expectations, our hassle-free return policy ensures you can shop with peace of mind.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unworn, unwashed, and in original condition with tags attached
  • Swimwear must have hygiene liner intact
  • Original packaging should be included when possible
Note: For health and hygiene reasons, we cannot accept returns on hosiery, cheeky underwear, or backless shapewear unless the item is defective. Maternity wear must be returned with all original packaging and tags.

How to Initiate a Return or Exchange

Follow these simple steps to process your return:

  1. Contact our team at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the items you wish to return or exchange
  3. We’ll email you a prepaid return label (for US customers) or return instructions
  4. Package your items securely and attach the return label
  5. Drop off at any DHL, FedEx, or EMS location (depending on your original shipping method)

Return Shipping Costs

  • US Customers: Free returns with our prepaid label
  • International Customers: Customer pays return shipping (original shipping fees are non-refundable)
  • Exchanges: Free first exchange shipping

Refund Process

Once we receive and inspect your return:

  • Processing Time: 3-5 business days after we receive your package
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: Allow 5-10 business days for the refund to appear in your account
  • Exchange Processing: We’ll ship your new items within 1-2 business days after receiving your return

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a free replacement or full refund.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Email Body:

Dear Underwear Specialty Shop Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item(s) to Return: [Product Name, Size, Color]
  • Reason for Return: [Fit, Style, Defect, etc.]
  • Preferred Resolution: [Refund / Exchange for [Product Details]]

Please let me know the next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number – optional]

Final Notes

We stand behind the quality of our intimate apparel and swimwear. If you have any questions about sizing or product details before purchasing, our customer service team is always happy to provide personalized recommendations to help you find your perfect fit.

For additional questions about our returns policy, please contact us at [email protected] or by mail at:
3031 Swick Hill Street, Charlotte, NC 28202 USA