Shipping Information

At Wacoal Shop, we take pride in delivering your premium lingerie purchases with care and efficiency. Our shipping options are designed to meet your needs while ensuring your items arrive in perfect condition.

Order Processing & Delivery Times

  • Order Processing: 1-2 business days
  • Standard Shipping: Delivered via DHL or FedEx within 10-15 business days after shipment ($12.95 flat rate)
  • Free Shipping: Delivered via EMS within 15-25 business days after shipment (available for orders over $50)

We ship worldwide, excluding Asia and certain remote regions. Please note that international orders may be subject to customs fees and import duties which are the responsibility of the customer.

Returns & Exchanges

We understand that finding the perfect fit in intimate apparel is essential. While we provide detailed sizing information for our premium brands like Chantelle, Prima Donna, and Wacoal, we want you to feel completely satisfied with your purchase.

Important Return Information

For hygiene reasons, we cannot accept returns or exchanges on:

  • All bras (including Bali, Chantelle, Maidenform, Prima Donna, Vanity Fair, and Wacoal bras)
  • Swimwear
  • Intimate apparel that has been worn, washed, or has tags removed
  • Items marked as “Final Sale”
  • Personalized or custom items

All other eligible items must be returned within 15 days of delivery in original condition with tags attached and in their original packaging.

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.

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. For exchanges, we will cover the shipping costs of the replacement item.

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. Our discreet and professional customer service team is here to help with any concerns about your purchase.

For international returns (excluding Asia and certain remote regions), additional restrictions may apply. Please contact us for specific instructions regarding international returns.