At Wacoal Shop, we understand that finding the perfect fit in intimate apparel is essential. While we strive to provide detailed sizing information for our premium brands like Chantelle, Prima Donna, and Wacoal, we want you to feel completely satisfied with your purchase. If you need to return or exchange an item, our policy is designed with your comfort and convenience in mind.

Important: For hygiene reasons, we cannot accept returns or exchanges on bras, swimwear, or intimate apparel that has been worn, washed, or has tags removed. All returned items must be in original condition with tags attached and in their original packaging.

Eligibility for Returns & Exchanges

  • Items must be returned within 15 days of delivery
  • Original tags must be attached
  • Items must be unworn, unwashed, and in original condition
  • Original packaging and any included accessories must be returned
  • A copy of your invoice or proof of purchase is required

Non-Returnable Items

Due to the intimate nature of our products, the following cannot be returned or exchanged:

  • Bras (all brands including Bali, Chantelle, Maidenform, Prima Donna, Vanity Fair, and Wacoal bras)
  • Swimwear
  • Items marked as “Final Sale”
  • Personalized or custom items

Return & Exchange Process

  1. Initiate Your Request: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and details about the items you wish to return or exchange.
  2. Wait for Authorization: We will respond within 2 business days with return instructions and an RMA (Return Merchandise Authorization) number.
  3. Package Your Items: Securely package the items in their original packaging with all tags attached. Include a copy of your invoice.
  4. Ship Your Return: Mail the package to our returns center at:
    Wacoal Shop Returns
    27 Leary Dr
    Savannah, US 31406
    We recommend using a trackable shipping method as you are responsible for the package until it reaches us.
  5. Processing: Once received, our quality team will inspect your return (processing time: 3-5 business days).
  6. Completion: For approved returns, we will process your refund or ship your exchange item.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we will cover the shipping costs of the replacement item.

Refund Information

  • Timing: Refunds are processed within 5-7 business days after we receive and approve your return.
  • Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
  • Amount: You will receive a refund for the merchandise cost. Original shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

We’re happy to exchange eligible items for a different size or color (subject to availability). If your desired exchange item is not available, we will issue a refund instead.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear Wacoal Shop Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: Item(s) to return/exchange: – [Product Name] (SKU: [if available]) – Size: – Color: – Reason for return/exchange: For exchanges, please indicate your preferred: – New size: – New color: I confirm that the item(s) are unworn, unwashed, and have all original tags attached. Please provide return instructions and RMA number at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We will arrange for a replacement or refund and provide a prepaid return label if needed.

Premium Care Promise: As purveyors of fine lingerie from Eileen West sleepwear to Vanity Fair bras, we stand behind the quality of our products. If you have any concerns about your purchase, our discreet and professional customer service team is here to help.

Note: This policy applies to orders shipped to the United States. For international returns (excluding Asia and certain remote regions), additional restrictions may apply. Please contact us for specific instructions regarding international returns.