HerRoom Return Policy

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Return Policy

Please Note: All items with prices ending in $.99 or
marked as close-out are non-returnable/non-exchangeable.

We accept items for return in clean, unworn, unwashed condition, with original tags intact. We reserve the right to refuse returned items that are not in pristine and new condition.

You’re responsible for return shipping costs. If there are credits or charges due on the merchandise, they will be issued to the original credit card used for the purchase. Upon receipt, our goal is to process your request within 2 business days.

Returns must be received within 30 days of the original shipment date.

Final Sale Items -- All close-out / final sale items are non-returnable and non-exchangeable. This includes but is not limited to all final sale items ending in $0.99.

How to Return a Purchase:

  1. Complete the simple return form included in your package, including item information and the reason for the return. If you wish to exchange this for a different item, please also complete the exchange section of the form and tell us the style #, color, size and quantity.

  2. Pack items for return and include the return form. Items must be unworn, unwashed, in their original condition with the original tags.

  3. A return label is included in your package for your convenience. This is not a pre-paid label and you will be responsible for shipping costs.

  4. For your protection, we recommend you return your items using certified and insured mail.
International order?

HerRoom has partnered with Borderfree, a trusted 3rd-party company to fulfill international orders. We know that at times an item may need to be returned. All international returns are handled by Borderfree. Due to Borderfree's policies, an item you return will be processed as a refund. You can then place a new order for the item you'd like to receive. You can contact Borderfree for more information.

US Military Returns

Orders shipped to all military addresses are considered US addresses. These returns are handled the same way they would be for domestic returns.

Processing time, refunds, credits

Your refund/credit will be issued within 2-4 business days after your returned item(s) arrives at our Distribution Center and passes Quality Review Inspection. The actual availability of funds is determined by the credit card issuer or your financial institution.

Restocking fees

If more than 30 days have passed since your package was shipped and you’d like to return an item, we charge a restocking fee of $10 or 20% (whichever is greater). This amount will be deducted from your refund.


If you paid with PayPal, your refund will be issued to your PayPal account within 2 business days after the returned item(s) arrives at our Distribution Center and passes Quality Review Inspection.

Defective, Damaged or Incorrect items

If an item is defective, damaged or incorrect, please fill out the information on the return form. If the merchandise is deemed defective by our Quality Review team when it arrives back at our distribution center, you won’t be charged shipping for the replacement item.

We suggest that you take a photo of the damage or defect and email it to Customer Care. This helps us speed the information to the buyers and manufacturer so we can send a replacement to you while your return is in transit to our Distribution Center.

If we have made an error in your order, for example, sent a size or color that differs from your order, you will not be charged for shipping a replacement item on this order. If you have any questions about your return, get a quick response by using Contact Us   Our Customer Care team is available to help 6 days a week.

Important Notes About Returning Undergarments
  • Please make sure all tags and packaging are intact, and that items are packaged to protect their shape.
  • We're sure you expect the panties you buy from HerRoom to be in brand-new pristine condition. That's why we request that, if you're unsure about your purchase, you try your new panties on only over your own clean underwear. All returned panties and other items with a crotch are closely examined and tested: we never put previously worn underwear back into our inventory. If we believe an item has been tried on or worn, we cannot accept it as a return.
  • If you are returning swimwear, the protective liner in the crotch must be in place. We cannot accept swimwear returns without it.
  • We suggest you do not wear perfume or deodorant when trying on your purchase. These can leave marks or scents, which may make the item non-returnable.
  • We also ask that, due to the delicate molded structure of bra cups, you return items in a protective box to ensure a full credit.
  • We are committed to selling only brand-new, pristine items. So, for the peace of mind and health of all our customers, we reserve the right to refuse returns on items that may not meet hygiene and health regulations.

Our Simple Exchange Policy:

We accept items for exchange in clean, unworn, unwashed condition, with original tags intact.

  1. Complete the enclosed return form to tell us the new item you'd like in exchange. Deposit the form in your return package.

  2. Ship the original item back to us. You pay the return shipping.

  3. Once received, we'll ship the new merchandise to you for free (one exchange per order, please).

Items for exchange must be received within 30 days of the original shipment date.

International order?

Please see our information about returns with Borderfree.

If you have any questions, please contact us.

For quickest response, please use our Contact Us


800-558-6779 toll-free
214-838-5860 outside the U.S.

Live Chat Hours:
Monday - Friday: 7AM – 9PM Central
Saturday & Sunday: 10AM – 6PM Central

Phone Hours:
Monday - Friday: 8:30AM – 5:30PM Central

Mailing Address:
8941 Empress Row
Dallas, Texas   75247


© 2015 Andra Group, LP - Monday, November 30, 2015 (A1).