FAQs
YOUR QUESTIONS. .
ORDERS
A: All successful orders will receive an order confirmation email sent to your registered email address. If you did not receive a confirmation email after placing your order, please contact us for assistance. You may also want to check your spam folder to see if our emails are there.
A: You can still make changes to your order if we have not yet shipped your item or started production of your item. Please contact us to make changes within 24 hours of placing your order.
A: At checkout, before finalizing your order, please enter the discount code in the designated box and click “Apply.” You will then see the discount applied to your order.
A: We offer discounts for bulk orders. If you are interested, please contact us and provide the details of your order, including style numbers and quantities, to receive a price quote.
ORDER CANCELLATION AND RETURN POLICY
A: In some cases, we can accept a cancellation if an order has not yet been shipped, but we must receive the cancellation request via email within 24 hours of placing the order. Any order cancellation will incur a 20% cancellation fee applied to the order amount (excluding shipping costs).
A: If you are not satisfied with the item you purchased, you can return it to us within 14 days of delivery for a refund of the item price only. Shipping fees are non-refundable.
The returned item must be in its original new condition, with the tag attached, and it must be returned in the original packaging bag. Any missing items from the returned package or any used item will not be eligible for a refund. Custom-made items (e.g., braided wigs) and personalized items (e.g., color, style, fit) are not accepted for return and refund.
A refund will be processed after the item is received, inspected for its condition, and confirmed that the returned item has not been used, altered, combed, or worn. The return shipping costs will be the responsibility of the customer. However, we do not offer item exchanges.
Please click HERE for more details.
SHIPPING
A: Processing time generally takes about 2 to 4 business days, but it may vary for certain items, so please refer to the individual product page for more details. For custom-made or personalized items, they require a production time of about 25 to 40 business days. This will be clearly indicated on the item’s page.
A: Standard postal delivery typically takes 10 to 20 business days, or about 2 to 4 weeks, while expedited shipping usually takes 4 to 9 business days. Delivery time does not include processing and production time. Several factors can affect delivery time, such as customs inspection, peak postal seasons like Christmas, the recipient’s local postal service, and extreme weather conditions. Please note that the delivery period may be delayed due to increased security measures for all incoming international mail. Standard postal delivery to Brazil and some South American countries can take 1 to 3 months due to local customs checks and postal service.
A: We offer expedited shipping, which you can choose at checkout. The delivery time for expedited shipping can vary by country and is generally 4 to 9 business days. We recommend contacting us first if you are aiming for a specific arrival date.
A: Yes, we will send you a shipping confirmation email with a provided tracking number.
A: We will arrange for the package to be reshipped to your new or correct address after receiving the returned package. Buyers are responsible for the shipping costs for resending the package.
PAYMENT AND TAXES
A: We accept payments via PayPal and credit card.
A: No. You can place your order as a guest and simply fill in your credit card information on PayPal to complete the transaction. Alternatively, you can sign up for a PayPal account, which is a very convenient and secure way to shop online.
A: Shipping fees do not cover duties and taxes. Customers are responsible for any applicable duties and taxes associated with shipping. We do not accept returns of packages because the buyer refuses to pay customs duties and taxes or fails to pay them.
PRODUCTS
A: To determine your size, follow these steps:
- Bust: Use a measuring tape to measure around the fullest part of your bust, going over the nipples.
- Underbust: Measure just below your bust, where your usual bra band sits.
- Waist: Measure around the narrowest part of your waist, usually just above your belly button.
- Hips: Measure around the widest part of your hips, typically halfway between your waist and thighs.
- Bust Length: For lingerie items like corsets, measure vertically from the top of your shoulder to the lowest part of your bust.
You can find the link to the size guide on the product page, which provides detailed instructions and measurements for each size.
A: Occasionally, a product listed as available on the site may be temporarily out of stock. In such cases, several options are available: your order may be shipped in multiple packages. Therefore, you will need to wait for the last package to arrive to ensure no items are missing. If this is the case, or if your order is sent in a single package, it may mean that, unfortunately, the ordered item is out of stock.
We recommend checking your invoice, which is attached to the shipping email. If the item is listed as missing, no corresponding amount will be charged to your account.
If you have any problems or questions, please do not hesitate to contact us here.
A: In some cases, out-of-stock items may be restocked following a consumer return or a new supply. We recommend regularly checking our website or visiting our store to check availability.
A:
- Lingerie:
To keep your lingerie longer, hand wash at low temperatures with a delicate detergent, ideally designed for fragile materials such as wool. Lace and tulle models require special attention. If the label allows, machine washing is possible at a low temperature (not exceeding 30°C) in a laundry bag. Close bras to avoid snagging on other clothes. Ideally, wash your lingerie set at the same time to maintain color consistency.
- Swimwear:
After each swim, rinse your swimsuit with clear water to preserve its elasticity and colors. Occasionally, machine wash it in a laundry bag, on a short cycle and at low temperature, to remove chlorine, salt, and sand.
- Stockings and Tights:
Hand wash your stockings and tights separately. The finer the fabric, the more delicate it is. Avoid machine drying or ironing to preserve their elasticity.
A: All products are carefully inspected before packaging. If you made your purchase on our site, please contact us. Provide your order number, purchase date, and photos of the defective product so we can assist you as best as possible. You can do this by clicking here.
