At Underwear Specialty Shop, we’re committed to making your shopping experience as seamless as possible. Our premium lingerie, swimwear, and accessories deserve a policy that matches their quality. Below you’ll find all the details about our shipping and hassle-free return processes.

Shipping Information

Order Processing: We process all orders within 1-2 business days (excluding weekends and holidays).

Shipping Options

  • Standard Shipping ($12.95)
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipment
    • Tracking included
  • Free Shipping
    • Available for orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipment
    • Tracking included

Note: We currently do not ship to some Asian countries and remote areas. Please contact us if you’re unsure about delivery to your location.

Returns & Exchanges

We want you to love every piece you purchase from us. If something isn’t quite right, our flexible return policy makes it easy to exchange or get a refund.

Return Policy Details

  • Return Window: 15 days from the date you receive your order
  • Condition Requirements:
    • 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

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns on:

  • Hosiery
  • Cheeky underwear
  • Backless shapewear

Exceptions are made if these items arrive defective.

Maternity wear must be returned with all original packaging and tags.

How to Return or Exchange

  1. Contact us at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the items you wish to return/exchange
  3. We’ll email you a prepaid return label (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

  • 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]

Need Help?

Our customer service team is always happy to help with sizing questions or product details before you purchase. We’re here to ensure you find your perfect fit in our premium lingerie and swimwear collections.

For additional questions about our shipping or returns policy, please contact us at: