Devoluções e Trocas

How do I exchange an item?

A few things to note before creating or sending a return:

  • Do not include orders or items not processed through our Returns Center in your package as they will NOT be processed.
  • Please only use the shipping label provided by our Returns Center for proper tracking to take place.

We only accept return/exchange items according to the following guidelines:

  • All returns must be postmarked within 45 days of your order being shipped
  • Clothing tags must still be intact*
  • Clothing must be returned in original product bags
  • Cannot be worn, washed, or put through the dryer
  • Cannot have deodorant marks
  • Cannot have stains of any kind (makeup/self-tanner, etc.)
  • Cannot have human or animal hair
  • Cannot have snagging/pilling
  • Cannot have abnormal smell (perfume, body odor, etc)
  • Clothing cannot be missing any contents (bra pads, drawstrings, buttons, etc.)
  • Items with excessive wrinkling are subject to denial
  • If your return package contains at least ONE item with biohazardous waste (bodily fluids, etc), our inspection team is required to cease inspection of the package immediately and deny the entire return, no exceptions. This is for the health and safety of our staff. The denied return package will be shipped back to the address we have on file.
  • If you are returning your entire order, please note that the original shipping costs will not be refunded
  • If inventory is not available to complete an exchange request, we will process a return for the item. Unfortunately, we cannot send the original item back to the customer.
  • If you are located outside of the United States, including Canada, Brazil, or Mexico, we can only accommodate returns and exchanges if the associated costs are covered by you.
  • We do not assume responsibility for any customs-related issues, such as tariffs and fees.
  • All undergarment sales are final for hygiene reasons. No exceptions.

*If the hang tag is detached from the item, please include the hang tag in the return package. The return will not be accepted if the hang tag is not included.

Is anyone able to create an exchange?
It is a goal of ours but at the moment, we are not able to offer exchanges for international customers. Rest assured that we're working hard to make this possible ASAP!

How do I exchange items from multiple orders?
We currently do not offer the option to combine multiple orders in the same return package, however, we are working to make this possible. Stay tuned!
If you wish to exchange items from multiple orders, each order will need to be sent separately with its own tracking number.

Are exchanges really free?
Yes! For exchanges, we cover the cost of the return label as well as the cost of shipping the item(s) to you! Keep in mind, this is only for the first exchange for any order.

Can I cancel my exchange?
Unfortunately, we are not able to cancel an exchange after it has been shipped. If you'd like a refund on an exchanged item, you will need to use our return center to create a return.

The returns center isn't allowing me to create an exchange.
In the event that you are not able to create an exchange, there are 3 possible reasons why:

  1. The item you're trying to exchange is an exchanged item from another order. Unfortunately, our system doesn't allow exchanges for exchanged items. These items will have to be returned for a refund.
  2. Your order is outside our 45-day return window. In the future, please visit our Returns Center before 45 days to create a return or exchange.
  3. Your order has an international address. Please see our article on international returns.

Is my exchange guaranteed once I create it?
Unfortunately, no.
When you create an exchange, the item is not removed from our inventory until the return package is shipped back.
If an item is out of stock when the system tries to create your exchange, the exchange order will be canceled and the funds for the returned items will be refunded to the original method of payment.
Unfortunately, this process is automated and cannot be reversed. You'll receive an email confirmation with details of your exchange being canceled.