Policy
We understand that clear and fair policies are important for a smooth shopping experience. Below you'll find details about our shipping and return policies. We've designed them to be as customer-friendly as possible, ensuring you feel confident when shopping with thethealingerie.com.
Policy Check by Country
Frequently Asked Questions
Shipping
Where we ship?
45 countries can be shipped as we hope people everywhere can enjoy our products while 42 countries among them are eligible for free shipping for orders over US$99. Use Policy Checker to check the eligible countries.
What are the shipping costs?
Shipping costs vary depending on your location and the weight of your products. Exact shipping costs will be showed in your cart before checkout. Free shipping (standard shipping) for orders over US$99 is provided - check countries eligible for free shipping! For the countries ineligible for US$99 free shipping, extra shipping discount is provided (contact us for coupon code). Default shipping method is standard shipping, expedited shipping is not applied to US$99 free shipping. Discount for upgrade to expedited shipping is provided for orders over US$99 (contact us for coupon code). A surcharge may apply for some remote areas.
When will I receive my package?
Order will be process within 3-4 business days. Shipping times vary depending on your location. Expedited shipping can arrive within 3 days at the fastest. Standard Shipping can arrive within 6 days at the fastest. Actual arrival time need to be calculated with the order process time. Use Policy Checker to check specific shipping times.
How much is the tax?
Tax vary depending on your country. Prices are tax inclusive. Exact taxes will be included and showed in your cart before checkout.
How to deal with fail delivery and redelivery?
If delivery fails due to your personal reasons, the cost of redelivery shall be borne by you. Redelivery must be initiated within seven days. After 7 days, the package will be destroyed by default and you shall bear all related losses. For the following countries: Croatia/Slovenia/Bulgaria/Romania, if delivery fails due to your personal reasons, no return or redelivery service will be provided. The item will be deemed abandoned, and no compensation will be offered.
Return & Exchange
How do I return or exchange an item?
To return or exchange an item, please visit the return/exchange page and submit a form for initiating a return or exchange request. Order number and email address are required to start the process. Returns or exchanges must meet the return and exchange conditions below, otherwise the requests will not be approved. The requests will be reviewed within 3 business days. Once the requests are approved, the return or exchange items should be shipped to the designated address and the tracking number should be sent to us after. Shipping costs for returns or exchanges are at your own expense.
What are the return and exchange conditions?
Returns or exchanges must be initiated within 7 days from the delivery date. No returns or exchanges accepted after that. Only size exchange will be accepted for exchange request. Exchanges are subject to availability. The return or exchange items should be unworn, unwashed, and with all original tags ang packages attached. No returns or exchanges accepted for discounted items and any intimate items including knickers and lingeries with knickers due to personal hygiene concerns.
What are the refund terms?
For most countries, only partial refund will be provided due to tax and handling fee deducted. Refund amounts vary by country due to different tax rates and handling fee rate. Refunds from certain countries will not be accepted after using shipping discounts. Use Policy Checker to check the return and refund policies for corresponding countries.
When will I receive my exchange items?
Exchange items will be shipped to your address by default standard shipping within 3 business days of receiving the returned items. Please refer to Policy Checker for specific shipping times.
When will I receive my refund?
Refunds will be processed within 3 business days of receiving the returned items. The refund will be credited back to your original payment method. Please note that it may take a few extra days for your bank to process the refund.
What if my item is faulty?
If you receive a faulty item, please contact us immediately upon receiving the parcel with photos of the damage. We will arrange for a replacement as quickly as possible.