Returns and Exchanges Policy
At Fenna Lingerie, we are committed to providing high-quality products and outstanding customer service. Due to the intimate nature of our products and for hygiene reasons, we have specific guidelines regarding returns and exchanges. Please read the following policy carefully before placing your order.
General Return & Exchange Policy
For hygiene and safety reasons, we do not accept returns or exchanges on lingerie items that have been worn, tried on, washed, or are no longer in their original, unopened packaging.
However, if you receive a defective item or your order was processed incorrectly, we are happy to resolve the issue by offering a refund or replacement.
Eligible Returns
You may request a return or exchange within 7 days of receiving your order only if:
- The item is unopened, unworn, unwashed, and in its original packaging, with all tags and hygiene seals intact.
- The product was received damaged, defective, or incorrect due to a processing error on our part.
How to Request a return or Exchange
To initiate a return or exchange, please follow these steps:
- Email us at talkto@fennalingerie.com with your order number, the item(s) in question, and a clear explanation or photo of the issue (if applicable).
- Our customer support team will assess your request and, if approved, provide you with the return instructions and shipping address.
- Pack the product securely in its original packaging, including the invoice or a note with your order number.
- Ship the package to the address provided. Return shipping costs are your responsibility unless the return is due to a defect or error on our part.
- Once we receive the item and verify that it meets the conditions above, we will issue a refund or send a replacement.
Refunds
If your return is approved, refunds will be issued within 2 business days using the original payment method.
Please note that original shipping costs are non-refundable, except in cases of a defective or incorrect item.
Defective or Incorrect Orders
If you receive a damaged, defective, or wrong item, please contact us immediately at talkto@fennalingerie.com. We will cover all return costs and arrange a prompt refund or replacement.
Final Sale Items
Certain items are marked as final sale and cannot be returned or exchanged under any circumstances. These include clearance items or those clearly labeled as non-returnable on the product page.
Contact Us
If you have any questions or concerns about this policy, feel free to reach out to us at:
talkto@fennalingerie.com
Our customer service team is here to help!
At Fenna Lingerie, your comfort, privacy, and satisfaction are our top priorities. Thank you for understanding and supporting our hygiene standards while we continue to deliver beautiful, safe, and high-quality lingerie.