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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.


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. That’s why we offer our easy 30-day* 100% satisfaction guarantee.

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.

Credits or charges due 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.

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 HerRoom customer service department. Learn more about our international shipping.

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.

How to Return Goods:

Please follow the easy instructions on the return form included with your order.

Returns must be received within 30 days of the shipment date (15 days if a Bridal item — please see below) along with the enclosed return form. Address your package to:

     HerRoom Returns
     8941 Empress Row
     Dallas, Texas 75247
 
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 weeks)

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 and request a pre-paid label. Upon receipt of the label, return the item(s) along with a note of explanation. Our mistake will cost you nothing.

Special Notes:

  • 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.

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© 2014 Andra Group, LP - Wednesday, April 23, 2014 (A2).