Please Note: All items with prices ending in $.99 or
marked as close-out are non-returnable/non-exchangeable.
Our Easy Return Policy:
We hope you enjoy your purchase; however, we understand that sometimes there may
be a need to return/exchange an item.
Please follow the simple steps below to return or exchange your item. You may return
unworn, unwashed merchandise in its original condition with all tags attached. Items
must be in new condition (free of odor, cosmetics, markings etc.) We know
that underwear is personal. We therefore take extra care to inspect and test all
returned items to insure they are in new and pristine condition before returning
anything to our inventory.
If you're returning something, you are responsible for the 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 shipment date. Please note
that some special items are subject to a shorter return period, or are non-returnable.
These items are identified on our website. 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 or exchange an item:
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
International Returns / Exchanges:
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 for
an exchange. Due to international shipping requirements, 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 request a Return Merchandise Authorization through BorderFree
by contacting the
customer service department. Learn more about our
US Military Returns / Exchanges:
Orders shipped to all Military addresses are are considered US addresses. These
returns are handled the same way they would be for domestic returns.
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 gladly pay for the re-shipping cost of exchanged merchandise (one exchange per order, please).
Exchange by phone - Call us at 800-558-6779. We’ll send in-stock items right
away and credit your return once it is received and processed (please allow 3-4
Exchange by Priority Mail - Simply list the new items you'd like in exchange
on the return form and include the form in your return package (We strongly suggest
Certified or Insured mail).
Errors or Damaged Merchandise:
In the unlikely event you receive damaged or incorrect items, simply
contact our customer service department at 1-800-558-6779 to explain the issue.
If you then return the item and it is in fact damaged or defective, we will reimburse you for return shipping.
We suggest that you take a photo of the damage or defect and email the photo to Customer Care.
We can then quickly determine if the item is defective or damaged. If it is, we’ll send you a pre-paid return shipping label right away.
The photo also helps us speed the information to the buyers and manufacturer.
If we have made an error in your order, for example, sent a size or color that differs from your order,
we'll send you a pre-paid return shipping label. You will not be charged for shipping a replacement item on this order.
Late Returns/Exchanges - If more than 30 days have passed since your package shipped
and you would like to exchange/refund any of your items, we reserve the right to
accept or refuse them. If accepted, a $10 or 20% re-stocking fee (whichever is greater)
will be deducted from your refund.
Final Sale Items - Items ending in a sale price of $.99 are FINAL sale items. These
items are non-returnable, non-refundable and non-exchangeable.
* Return Policy for Bridal Items:
Bridal items must be returned within 15 days from the shipping date. We have found
that brides are often not certain about their size and will order several sizes
of the same garment. This puts great demands on styles for which there may be limited
stock. It is for this reason that we enforce our re-stocking fee rigorously for
late returns on Bridal items. Returns received after 15 days will be subject to
a $10.00 or 20% re-stocking fee (whichever is greater), if accepted.
If you have any questions, please contact us.
For your convenience:
214-838-5860 outside the U.S.
Phone & Live Chat Hours:
Monday-Thursday: 7AM – 7PM Central
Friday: 7AM – 5:30PM Central
Saturday: 10AM – 6PM Central
8941 Empress Row
Dallas, Texas 75247