Return Policy

 

REFUND POLICY

EXCHANGE POLICY

ORDER CHANGES

ORDER CANCELLATIONS

Our primary goal has always been to make sure that your lingerie and swimwear shopping experience is fun, easy and   pleasant. We believe in fast and friendly customer service, which is one of many reasons we have been so successful.  We want to help you select the right lingerie and swimwear. Please  do not hesitate to contact us with any questions or concerns. We deal with our customers on a one to one basis and we are always trying our best to help with our customers' needs. We are always ready to serve you. In order for My Lingerie Secrets to be able to keep offering our customers the finest quality garments, in lingerie and swimwear fashions, at greatly reduced prices, we have set up our Refund and Exchange Policy Guidelines, that we feel are both fair for all our customers as well as for us, to be able to maintain our highest standards of customer service and low prices.

Refund Policy:

All garments unless otherwise indicated, may be returned for a refund, within 7 days from the date that the merchandise was delivered to you.  You must notify us by e-mail upon receiving your order if you wish to return any merchandise for a refund. ( The only exceptions are for Lingerie Holiday Purchases that are delivered to you between December 1st and December 21st. In this case you will have until December 28th to contact us by email if you wish to return merchandise for a refund. For Lingerie purchases that are delivered to you between February 1st and February 10th, you will have until February 17th to contact us by email if you wish to return merchandise for a refund).

Please, when sending us an email, indicate:

• The full name that was used to purchase the  merchandise you are returning.

• The shipping address that we shipped the merchandise to.

• Indicate to us the merchandise that you are returning and a short reason for the return. 

We will then email you a Return Authorization Number (RAN), which is mandatory for all returns, a Pre-Filled Return Form and the "Return Shipping Address". When returning garments from multiple designer lines you may have to mail back these garments to different return shipping locations in order to receive a refund.

Upon receiving your return order, we will refund you the price you paid for your returned item(s), less a 25% restocking fee or a minimum of a $5 restocking fee per item returned, and less a flat rate ground shipping charge of $12.00 to cover the shipping cost we paid to ship the original order to you, if you received free ground shipping with your order. All shipping charges you paid are not refundable. (Please note that in the case of International orders, all fees incurred, such as import duties, taxes, tariffs, customs charges, DDP, VAT, and the like are not refunded by My Lingerie Secrets, when merchandise is returned for a refund).

Refund Policy Guidelines:

• Returned merchandise must be in New, Unwashed and Unused Condition, and in the same original packaging (if any). Merchandise must have all original tags and nylon fastener attachments attached to it, and tags must be un-altered, and not disconnected cut or damaged. Once the tags are removed, the merchandise is yours. No exceptions. We will Not Accept Returns of merchandise with obvious signs of use, or if the merchandise is damaged while in your possession.  All garments are thoroughly inspected before leaving the warehouse to make sure that your garment is not damaged when you receive it.

• ALL BRA & PANTY SETS, PANTIES, THONGS, G-STRINGS, MEN'S UNDERWEAR, TEDDIES, BODY STOCKINGS, BODYSUITS, PANTYHOSE, STOCKINGS, HOSIERY, INTIMATE GARMENTS CONTAINING A CROTCH AREA, AND SWIMWEAR are not returnable for a refund, due to the health regulations set by The Department of Health to protect the consumer, and because they may have been tried on, worn, or removed from their package if any.  Garments with a crotch area and hosiery, are not eligible for a refund under any circumstances except for products that are received with a defect, and then they are only eligible for an exchange, assuming that they were not tried on, or worn. Due to the make up of hosiery products, we cannot accept returns of hosiery items that have been tried on, worn, or removed from their package if any, as they tend to stretch out and conform to your body shape. If we determine that these safety measures where not met, we will give you the option of having the garment shipped back to you at your expense or if you decline, we will have to discard the merchandise and no refund will be issued. If you elect to pay for shipping back to you, then please go to our shipping section of our web site and pay for the shipping charge to ship the package back to you. Once you have completed your shipping payment, we will re-ship your merchandise back to you. Please select the standard flat rate shipping charge.

• ALL COSTUMES ARE NOT REFUNDABLE. THEY CAN BE EXCHANGED FOR SIZE ONLY.  Please read our Exchange Policy section for details.

• UJENA DESIGNER SWIMSUITS RETURN POLICY: BIKINIS, SWIMSUIT TOPS, SWIMSUIT BOTTOMS, ONE PIECE AND TWO PIECE SWIMSUITS, are returnable for an exchange only. THONG BIKINI BOTTOMS, TONGA BIKINI BOTTOMS and G STRING BIKINI BOTTOMS, NON COVERAGE BOTTOMS and CLEARANCE ITEMS and SPECIAL ORDER ITEMS, due to Health Regulations and to protect the consumer, and because they may have been tried on, worn, soiled or removed from their package are final sales. If a bikini or swimsuit item is received incorrectly or has a manufacturing defect upon receiving your order you will receive the option to exchange only. No refunds will be issued. If an exact replacement is not available, you may select a similar item of equal value.  Unauthorized returns will be refused and returned to you. A ground shipping and handling charge of $15  will be applied to your account to ship your return package back to you, or a $49 return shipping and handling charge will be applied to returns outside of the Contiguous United States.

• How to even exchange a Ujena item of the same price: (1) Email us the name and address on your order. (2) Indicate in your email the merchandise you are returning and a short reason for the return.  (3) Give us the style number, color and size of the item you would like in exchange (4) Go to our shipping page and pay the $15 Return Exchange Ground Shipping and Processing charge, or you may select Express Shipping and Processing, Expedited Flat Rate Shipping and Processing or Overnight Shipping and Processing if you need your return by a certain date. For International Exchange Orders the $49 Return Exchange Shipping and Processing charge. The factory will ship your exchange item once they receive your return item and process your order. If you select: (a) Ground Shipping and Processing: Delivered within 12 business days after your exchange item is received and processed. (b) Express Shipping and Processing: Delivered within 3 to 4 business days after your exchange item is received and processed. (c) Expedited Flat Rate Shipping and Processing: Delivered in 2 business days after your exchange item is received and processed.  (d) Overnight Shipping and Processing: Delivered next business day after your exchange item is received and processed. (e) International Shipping and Processing: Delivered within 5 to 10 business days after your exchange item is received and processed. (5) After completing steps 1 to 4 a Pre-Filled exchange form will be emailed to you to print out, enclose in your returning package and mail to the factory address on the exchange form. Your exchange package must reach the factory no later than 30 days from when you first placed your initial order for the exchange to be honored. (6) You must also enclose the original packaging slip you received with your order. (7) Upon receiving your merchandise return, as long as the item you are returning is in the same condition as described in our return and exchange policy, the factory will ship the exchange merchandise to you. (8) If the condition of the item you return does not conform to our return and exchange guidelines, the merchandise return will be shipped back to you at your expense.

• How to exchange a Ujena item of greater price: (1) Email us the name and address on your order. (2) Indicate in your email the merchandise you are returning and a short reason for the return.  (3) Place a new order online for the item you would like in exchange and select Ground Shipping and Processing, Express Shipping and Processing, Expedited Flat Rate Shipping and Processing or Overnight Shipping and Processing if you need your return by a certain date. For International Exchange Orders the $49 Return Exchange Shipping and Processing charge. The factory will ship your exchange item once they receive your return item and process your order. If you select: (a) Ground Shipping and Processing: Delivered within 12 business days after your exchange item is received and processed. (b) Express Shipping and Processing: Delivered within 3 to 4 business days after your exchange item is received and processed. (c) Expedited Flat Rate Shipping and Processing: Delivered in 2 business days after your exchange item is received and processed.  (d) Overnight Shipping and Processing: Delivered next business day after your exchange item is received and processed. (e) International Shipping and Processing: Delivered within 5 to 10 business days after your exchange item is received and processed. (4) After completing steps 1 to 3 a Pre-Filled exchange form will be emailed to you to print out, enclose in your returning package and mail to the factory address on the exchange form. Your exchange package must reach the factory no later than 30 days from when you first placed your initial order for the exchange to be honored. (5) You must also enclose the original packaging slip you received with your order. (6) Upon receiving your merchandise return, as long as the item you are returning is in the same condition as described in our return and exchange policy, the factory will ship the exchange merchandise to you. (7) Upon receiving your merchandise return, a refund for the purchase price of the merchandise returned will be issued, less any shipping and handling charges you may have paid, and less a $15 Exchange Ground Shipping and Processing charge for the exchange service, if you select Ground Shipping and Processing for your exchange. (8)If the condition of the item you return does not conform to our return and exchange guidelines, the merchandise return will be shipped back to you at your expense.

• Please note that when you exchange a Ujena item, the factory will only exchange an item for equal or greater merchandise value.

• We will refuse unauthorized returns. My Lingerie Secrets will refuse your returned package, and returned to you at your expense, if you do not email us within 7 days of receiving your order for a Return Authorization Number (RAN) and for the correct "Return Shipping Address" that we will furnish you with via email. In order for us to accept the package, the correct Return Authorization Number  (RAN) must be legible on the front of the package, and you must have a postmarked date on your package that is within 7 days from when we issue you a Return Authorization Number (RAN) and "Return Shipping Address" .

• Shipping charges for returns will be at the customer's expense, unless we have shipped the wrong item to you in error.

• My Lingerie Secrets will not be responsible if the merchandise you ship back to us is lost in the mail. We strongly recommend that you use certified or insured mail, with a tracking number or delivery confirmation, as we cannot be responsible for items lost in the mail.
• If we ship a package to you  and it comes back to us either as "Refused" or as "Undeliverable" due to a bad shipping address that was provided by the customer, you will have a choice of either receiving a refund for your purchase less shipping and handling charges, and a $5 restocking fee will be incurred for each item you have ordered. Also, if you received free shipping with your purchase a $12.00 shipping and handling charge will apply.  Otherwise, you may choose to have us re-ship the package back to you at your expense. In this case, please go to our shipping section of our web site and pay for the shipping charge to re-ship your package. Once you have completed your shipping payment, we will re-ship your merchandise back to you. Please select the standard flat rate shipping charge.
• If we receive your returned merchandise in a damaged state due to bad packaging or due to the fault of your carrier, then you will need to collect damages from the carrier in question, assuming you shipped the package to us insured. We will not be able to issue a refund in this situation.
• My Lingerie Secrets will not be held responsible under any circumstances for delays in delivery of your purchased merchandise and any associated damages, due to delays in carrier delivery, due to events beyond its reasonable control, including without limitation, acts of God or public enemy, floods, fire, civil disobedience, lockouts, strikes, freight embargoes and acts of federal, state or local government. 
• All authorized returns that meet My Lingerie Secrets' Refund Policy set forth above will result in a refund to the credit card used for the original purchase.