At Heaven Lingerie we carefully inspect every item when it arrives in our boutique. If we are not completely happy with any item, it will not be displayed or sold. We then lovingly inspect each item before it is shipped to you or handed over to you in our boutique. We have also provided a size chart to help you find the perfect fit. We understand that your satisfaction is of primary importance, so we wish to make returns and exchanges as hassle free as possible for you. An exchange/return form will be enclosed within your order. Please fill out the form and send it back with your order.
Any purchase must be in its original condition and original packaging, unworn, unwashed and with all original labels attached. Please make sure that all products are tried on over your own underwear. In the interests of hygiene, we may refuse returns where these requests have clearly not been fulfilled.
Please note that all returned items will be closely examined for damage and to ensure that they are unsoiled, only then will we advise you that your item has been returned safely and your full money will be refunded or your exchanged item will be posted to you.
Returns and Exchanges within Thailand.
If for any reason you are not completely happy with an item, we will exchange it or give you a refund, provided that it is returned to us within 7 days of the date you received your order.
When you return an order we would advise you to obtain proof/tracking of postage, as we cannot be held responsible for any items lost in the post. If a loss does occur the dispute will be between you and the postal service you chose to deliver it. You will be responsible for the return postage fee. Please allow enough time for return postage to stay within the 7-day return/exchange policy.
Exchanged items will be sent to you free delivery on first time exchanges only.
International Returns and Exchanges.
Heaven Lingerie must receive returns/exchanges within 14 days of the date you received your order. Please allow enough time for return postage to stay within the 14-day international return policy.
You will be responsible for all return postage fees. Please send your return by a traceable method and mark the package ‘Returned Goods’ to avoid custom delays. Retain your shipping document in case a loss occurs. If a loss does occur the dispute will be between you and the postal service you chose to deliver it.
Exchanged item will be sent to you at the standard international delivery cost.
Items non-refundable or exchangeable.
Due to the intimate nature of some items and standards of hygiene, we regret we cannot offer you any exchange or refund for the following items: panties, briefs, thongs and bodies/teddies. We can also not accept returns on hosiery when the pack has been opened. Any item in the sale is not eligible for a refund. Sale items may be exchanged for the same item in a different size subject to stock availability. If these items are returned to Heaven Lingerie, they will be returned at your expense. Please make sure you consult the size guide before purchasing these items.
Heaven Lingerie reserves the right to refuse any returns or reimbursements on items that have been worn, abused, altered, soiled, washed or damaged in any way. Items received in such condition will be returned to the client. No credit will be issued and the purchaser will be charged for the return shipment, and forfeit all claims.
Out of Stock items.
If for any reason, an item that you have ordered is unavailable at the time of purchase, you will receive an email confirming this. You will be eligible for a full refund. Alternatively you may exchange the item with another product of the same value.